Client Success Executive

Summary

Join Signify Health as a Lead Director, Client Success Executive and manage key client partnerships, serving as a trusted advisor to executive-level leaders. You will be responsible for delivering high-quality client experiences, improving revenue retention, identifying upselling opportunities, and representing the client's voice. This role demands strong analytical skills, relationship-building capabilities, and the ability to develop and implement action plans to drive performance and growth. You will report to the Executive Director, Client Success Executive and collaborate with various internal teams to achieve optimal client outcomes. The ideal candidate possesses extensive healthcare industry experience, strong leadership skills, and a proven track record of success in client management and business development. Signify Health offers a competitive salary and benefits package.

Requirements

• A Bachelor’s degree is required
• A minimum of 8-10 years of relevant healthcare industry experience
• Experience successfully designing, implementing, and managing strategic and change management initiatives with healthcare provider organizations, with a focus on population health management
• Adaptable and able to function in a rapidly changing environment while maintaining a positive attitude
• Strong problem-solving skills, including gathering quantitative and qualitative feedback, enabling a quick identification and efficient resolution of issues
• Client-first focus - ability to exceed client expectations with a strong focus on customer delivery and thinking in new and innovative ways
• Successful track record and clear aptitude as a leader, administrator, manager, negotiator, and salesperson
• Strong persuasion skills and effective communicator; excellent relationship-building skills
• Experience presenting to and interacting with large groups both in person and virtually, up to and including C-suite leaders, holding a room and having a strong leadership presence
• Superior project management skills and an orientation to plan and organize work and teams
• Ability to travel routinely to address client needs; generally 50% of the time, with periods of greater and lesser travel and based on geography

Responsibilities

• Develop and execute a disciplined and comprehensive client plan at the Corporate and level. Initiatives within the plan will include (1) ensuring that our client partnerships are operationally sound, (2) driving performance improvement in key leading and lagging indicators, and (3) 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 relationship; 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

Preferred Qualifications

• Master’s degree is preferred
• 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

Benefits

• Full range of medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Education assistance
• Free development courses
• Paid time off programs
• Paid holidays
• CVS store discount
• Discount programs with participating partners