Director of Client Experience Transformation

Summary

Join Vida as a Director of Client Experience Transformation and report to the SVP of Client Success. You will be responsible for implementing and managing all Vida clients, including employers, PBMs, health plans, and partners. This role requires understanding client needs, executing process improvements, and driving operational efficiency to optimize key performance indicators (KPIs). You will collaborate with the Client Success Account Managers and internal subject matter experts (SMEs) to identify and address gaps and opportunities. You will represent Vida in client discussions, analyze data, develop business readiness plans, and work cross-functionally. Success in this role demands strong communication, relationship-building, critical thinking, and business judgment skills.

Requirements

• 7+ years of experience in account management/customer success, business readiness/strategy or other external and internal (stakeholder influencing) facing roles, ideally in a health tech company/healthcare industry
• Bachelor’s Degree at minimum
• Knowledge of the overall healthcare landscape and operations, including major relevant healthcare legislation and companies within the industry
• Familiarity with key healthcare (health plan, PBM) administration/payer processes
• Ability to develop and maintain leadership level relationships internally and externally
• Proficient with creating/presenting decks/slides and action plans (including gantt charts and execution status summaries) that drive consensus building and execution
• Must be a self-starter with the ability to work independently and in a team environment with an ownership mentality
• Drive operational readiness plans as it relates to implementation and client management needs; including project management, consensus building and solution development to address customizations/specs from clients
• Ability to manage multiple tasks and apply good judgment in resolving complicated issues
• Comfortable with navigating ambiguity and have the ability to strategically prioritize
• Must be able to think strategically and apply good business judgment
• Proficient in the use of web and mobile technologies such as PowerPoint, Excel and project planning management tools

Responsibilities

• Develop and own enterprise wide business readiness plans related to supporting client management and implementations; communications campaigns, client reporting, process/operations optimization
• Own end-to-end client process from planning, consensus building, creating/executing action plans and reporting process/risks to all staff/leadership
• Understand Vida’s mission, value propositions and impact through data and stories to both our clients and internal Vida team
• Develop standard responses to client questions on Vida client management process/execution; RFP/RFIs, escalations from client’s HR team, employees and/or benefits consultants
• Understand priorities among clients and key stakeholders
• Present analysis & make strategic recommendations to leadership
• Coordinate internally across various functions, including, product, design, engineering, analytics, sales and marketing to further Vida’s goals