Client Retention Director

Summary

Join SmithRx, a rapidly growing Health-Tech company, as a Client Retention Director! Partner with various teams to retain and renew strategic clients, achieving favorable terms and conditions. Manage a portfolio of enterprise-level customers, aligning expectations and identifying expansion opportunities. Lead the renewal and RFP process, preparing strategies and proposals. Collaborate with Sales and Customer Success to deploy best practices and optimize resource utilization. This role requires strong leadership, negotiation, and relationship-building skills within a collaborative team environment. You will be responsible for proactively managing the renewal schedule and ensuring successful contract negotiations. The ideal candidate will have extensive experience in customer success, sales, and contract negotiation within the healthcare industry.

Requirements

• Bachelor’s Degree is required
• 5+ years in a Customer Success role in health care
• 7+ years of sales, contract negotiation or client management experience in renewals and up-sells to existing large clients
• Must possess the ability to work both independently leading assigned deals and working as a member of a collaborative team
• Must be willing to travel up to 30%
• A proven track record of managing, scaling, and growing C-Suite and other senior leader customer relationships
• Experience identifying and exploring business development opportunities within an existing customer base
• Experience identifying at-risk customers and having strategic conversations to retain those customers

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 online 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
• Must be able to perform duties with or without reasonable accommodation

Preferred Qualifications

• Sales experience is a plus
• Strong project management skills and a desire to collaborate across the organization
• A natural ability to make meaningful connections across teams and across customers, up to and including at the Executive level
• Strong business development, plan development, business acumen, and presentation skills
• A Champion for the customer and aiding in the growth and success of SmithRx’s overall financial metrics

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• 12 Paid Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities