Director, Client Success

Director, Client Success (REMOTE)Position Overview:At Bloom, we are dedicated to revolutionizing the insurance industry through innovation and excellence. We are seeking an experienced and resolute leader responsible for client satisfaction consistent with corporate culture that leads their team to provide excellent customer service, consistent communication and onboarding coordination to internal counterparts that relays client successes, challenges, and drives expedient and positive resolution to any of those challenges. The most important objective in this role is not transactional, but strategic, in maintaining and building relationships with prospective and current clients that will foster continued and expanded business relationships with the client. Translating qualitative Client Success goals into repeatable project management and onboarding processes. The right candidate will understand how to lead, implement, develop, and foster a balance in the need to advocate for their clients with the best interest of the business.We are looking for an exceptional individual who can:Lead the Client Success team in transitioning new customers while ensuring their implementation aligns with the organization’s services/products.Establish and maintain strong client relationships focusing on client satisfaction and retention.Design the required client onboarding due diligence procedures based on the resolute solution designed.Develop appropriate project plans in accordance with interdepartmental requirements to ensure successful onboarding of new clients.Direct new client and existing client implementations by ensuring timelines are met relative to launch dates.Develop and implement client success metrics to demonstrate a commitment to measuring and improving performance.Assess and implement technology solutions which help streamline client implementations.Conduct regular client reviews and feedback sessions to understand client needs and address concerns.Work closely with the Account Management team to align with the goal of identifying opportunities for business growth.Direct and interpret client program execution to ensure client goals are met and communicate them internally as needed.Direct continuous improvement opportunities.Lead efforts to identify and resolve client issues to ensure an elevated level of client satisfaction.Work closely with internal partners to ensure that client needs are addressed, anticipated, tracked, and reported on internally and externally, as needed.Stay informed about industry trends.Perform all other duties as assigned.Qualifications:Bachelor’s degree in business or related degree or four (4) years of experience in lieu of degree.8+ years’ experience in a professional client-facing service role, health insurance industry preferred.2+ years of management and team development of client-facing staffRequired Skills and AbilitiesProficiency using MS Office programs (Excel, Word, PowerPoint)Excellent written/verbal communication, and presentation skillsUnderstanding of quality customer serviceManages the pressures of stressful situations and deadlines wellWorks well in a team environmentRobust project management skillsAdept at building out end-to-end processesAbility to implement technology solutionsDemonstrates consistent patience, kindness, and professionalismInitiative-taking and goal-orientedHighly organized with considerable multi-tasking and prioritization abilitiesCreative and solutions-mindedWhat We OfferBloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture has to offer from day one. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the

real

you belong here.Core Values:Put People First:

Uphold and promote a people-first culture within the organization, emphasizing empathy, kindness, and a commitment to making a positive difference.Be Stronger Together:

Embrace a collaborator mentality, leveraging the strengths of yourself and others to collaborate as one team.Do What’s Right:

Adhere to high ethical standards, acting with integrity to do what is right for partners, customers, and colleagues.Embrace a Growth Mindset:

Embrace a culture of continuous learning, education, and professional development.Drive Solutions:

Demonstrate ingenuity and skill by sharing ideas and solutions that drive our mission forward.About BloomBloom is a third-party insurance services provider that partners with Medicare health plans to enable high-quality Medicare enrollment and drive earlier health plan activation. Founded in 2007, Bloom has partnered with national and regional payers to implement solutions for every step of the member journey, from Telesales and quote & enroll to health activation outreach. Supported by its Ascend technology platform, Bloom produces closer connections and better outcomes for Medicare beneficiaries and health plan stakeholders to deliver High Value Enrollment.

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