Lead Director, Client Success Executive

Employment Type: Full time

Position Overview

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

The Lead Director, Client Success Executive will manage Signify’s partnership with the accounts designated to their ownership, working as a trusted advisor to executive-level leaders across our partner organizations for growth and shared success. The Lead Director, Client Success Executive is expected to provide high quality, personalized client experiences, improve revenue retention, find opportunities to upsell, and represent the voice of the client. The individual must be able to work in a fast-paced environment where they do not have all of the answers but are empowered to find answers and solutions to our clients’ problems. The Lead Director, Client Success Executive must possess skills to analyze data to solve business problems, engage and foster deep relationships with client executives, and develop and implement targeted action plans to drive performance and growth.

Responsibilities

• Develop and execute a disciplined and comprehensive client plan at the Corporate and level. Initiatives within the plan will include:
  • Ensuring that our client partnerships are operationally sound.
  • Driving performance improvement in key leading and lagging indicators.
  • Driving growth of our relationships through expansion across Signify Health products and services.
• Negotiate, structure, and close deals in partnership with Sales that are based on the voice of the client and Signify Health’s ability to deliver.
• Provide guidance, support, and direction to the CS Leads to ensure client satisfaction and maximized revenue.
• Coordinate and work closely with members of Signify Health’s Operations, Analytics, Technology, Clinical, Legal, and other teams to collectively deliver high quality value messaging and improved outcomes.
• Lead and support performance improvement initiatives, leveraging all appropriate client-specific and Signify Health capability offerings and solutions.
• Develop “expert-level” knowledge of assigned client organizational structures and operational needs.
• Deliver tough messages to clients while maintaining strong collaborative relationships; set client expectations to minimize customization requests, ensuring Signify Health is set up to successfully problem solve and deliver.
• Create recognition of unique value through facilitating dashboard reporting to keep internal and client stakeholders informed of the status of critical client-level initiatives, drive decision-making around key client-level decisions, and develop issue/risk mitigation plans.
• Lead communications and stakeholder management efforts, including weekly, monthly, and quarterly activities with key client management-level and executive stakeholders.
• Attain recognition with the client through an experience built on trust and credibility, and within Signify Health as a knowledgeable subject matter expert.
• Represent the voice of the client through an understanding of end-to-end client needs, influencing product development and strategy.

Requirements

• A Bachelor’s degree is required; Master’s degree is preferred.
• A minimum of 8-10 years of relevant healthcare industry experience.
• Deep industry knowledge of risk adjustment and payors, including how member risk is identified, HEDIS measures, STAR measures, CMS/regulatory requirements.
• Client Success, Complex Sales, healthcare consulting and/or business development background is preferred.
• Experience successfully designing, implementing, and managing strategic and change initiatives.

Company Information

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.