Client Retention Director

Summary

Join SmithRx, a rapidly growing Health-Tech company, as a Client Retention Director to partner with cross-functional teams to retain and renew strategic clients. The role involves leading the renewal process, managing client relationships, and identifying opportunities for expansion.

Responsibilities

• Facilitate and lead the creation of account renewal plans with the Customer Success Executive leadership
• Set named deal renewal strategies in collaboration with the assigned Customer Success Lead
• Create and deliver customer presentations for on-line and on-site meetings
• Lead development and training for renewal package presentations
• Partner with the Account Manager(s) on customer experience and current pulse, including upskilling AM’s related to retention conversations
• Participate in RFI and RFP submissions for competitive renewals
• Manage and lead contract negotiations, providing needed contract scope and term for efficient completion with the Commercial team and Legal
• Target to complete most renewals by 60-90 days prior to the renewal effective date
• Facilitate discussions to accurately capture and manage customer goals, objectives, and expectations throughout the lifecycle of the relationship
• Establish a strong rapport, research, co-create strategies, and present to client executive and C-Suite contacts in alignment with the Customer Account Management team
• Create presentations and document essential interactions/approvals with key business leaders
• Collaborate with Account Management on customer engagement and key milestones, such as QBRs and other relevant customer events
• Provide status updates to the assigned account team, detailing successes and risks with mitigation recommendations
• Coordinate cross-selling/optimization activities with Sales and Account Management
• Identify customer goals and objectives and coordinate internally to create alignment (knows when to pull in the right parties or coordinate needed asks)
• Drives product feedback from strategic accounts to respective products, working to make the customer feel a part of our roadmap
• Facilitate discussions to accurately capture and manage customer expectations throughout the lifecycle of the relationship
• Stays abreast of industry best practices, trends, and emerging innovations through research, webinars, etc
• Contributes to cross-team awareness of the industry-specific topics to ensure high-quality deliverables that integrate best-practices
• Provide internal consultation to Account Management, Sales, Implementation, and Member Services teams to ensure customer journeys promote retention and optimal customer experience
• Complete all responsibilities as outlined in the annual performance review and/or goal setting
• Complete all special projects and other duties as assigned