Calibrate
Director, Client Success
Calibrate, Chicago, Illinois, United States, 60290
ABOUT THE ROLE
As the Director of Client Success, Employers, you will lead a team of high performing Client Success leaders, and own the employer client portfolio and lifecycle post-implementation through renewal. In this position, you will build the client success playbook to equip the team with best-in-class strategies to ensure each client has a positive experience, and is excited to promote the Calibrate benefit to their employees. As an early member of the Client Success team, you will be an essential part of creating scalable workflows and developing best practices for managing client relationships. As the ideal candidate, you are energized by creating order in a fast-paced environment to ensure optimal client experiences.
KEY RESPONSIBILITIES
Lead a high performing employer-facing client success team, delivering on client satisfaction, engagement, and retention
Develop and maintain the client success playbook with best practices on strategically managing account portfolios
Foster internal and external stakeholder relationships to lead clients through the client lifecycle journey, securing renewals
Manage select, key strategic accounts to ensure delivery excellence and retention
Guide the client success team on delivering updates and quarterly business reviews to client executives, identifying key trends
Partner with internal teams to advise clients on ways to optimize program effectiveness for their membership
Obtain feedback from the client to inform operational enhancements, future offerings, and roadmap
Regularly and effectively communicate client portfolio health to leadership through verbal and written forums
Work with the implementation team to ensure smooth client transitions to operations
BACKGROUND AND EXPERIENCE
7-10 years of experience building high performing client success or account management teams
Prior commercial experience managing health / wellness benefits to clients
Excellent relationship management, analytical, and presentation skills
Ability to think and operate both strategically and tactically
Demonstrated track record of leading effective, scalable cross functional processes
Ability to communicate client feedback to internal stakeholders to inform roadmaps
Strong written and verbal communication skills, with an extreme attention to detail
Comfort building strong interpersonal relationships with cross functional stakeholders
Ability to successfully operate in ambiguity and energized by creating structure
Energized by working cross functionally in a fast-paced environment with a bias for action
Passionate about innovation in digital health
Must be authorized to work in the United States
The salary range for this role is $145,000-$170,000.
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As the Director of Client Success, Employers, you will lead a team of high performing Client Success leaders, and own the employer client portfolio and lifecycle post-implementation through renewal. In this position, you will build the client success playbook to equip the team with best-in-class strategies to ensure each client has a positive experience, and is excited to promote the Calibrate benefit to their employees. As an early member of the Client Success team, you will be an essential part of creating scalable workflows and developing best practices for managing client relationships. As the ideal candidate, you are energized by creating order in a fast-paced environment to ensure optimal client experiences.
KEY RESPONSIBILITIES
Lead a high performing employer-facing client success team, delivering on client satisfaction, engagement, and retention
Develop and maintain the client success playbook with best practices on strategically managing account portfolios
Foster internal and external stakeholder relationships to lead clients through the client lifecycle journey, securing renewals
Manage select, key strategic accounts to ensure delivery excellence and retention
Guide the client success team on delivering updates and quarterly business reviews to client executives, identifying key trends
Partner with internal teams to advise clients on ways to optimize program effectiveness for their membership
Obtain feedback from the client to inform operational enhancements, future offerings, and roadmap
Regularly and effectively communicate client portfolio health to leadership through verbal and written forums
Work with the implementation team to ensure smooth client transitions to operations
BACKGROUND AND EXPERIENCE
7-10 years of experience building high performing client success or account management teams
Prior commercial experience managing health / wellness benefits to clients
Excellent relationship management, analytical, and presentation skills
Ability to think and operate both strategically and tactically
Demonstrated track record of leading effective, scalable cross functional processes
Ability to communicate client feedback to internal stakeholders to inform roadmaps
Strong written and verbal communication skills, with an extreme attention to detail
Comfort building strong interpersonal relationships with cross functional stakeholders
Ability to successfully operate in ambiguity and energized by creating structure
Energized by working cross functionally in a fast-paced environment with a bias for action
Passionate about innovation in digital health
Must be authorized to work in the United States
The salary range for this role is $145,000-$170,000.
#J-18808-Ljbffr