Director, Client SuccessMachinify • Saint Paul, Illinois, United States
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Director, Client Success
Machinify
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
À propos
Director, Client Success The title oversees overall management and service delivery of assigned customers and projects, including customer satisfaction and financial results. It manages the full range of project life cycle (Initiate, Plan, Execute, Close).
Key Responsibilities Relationships and Collaboration
Build relational network within assigned accounts
Mentor and train other Client Success Managers and team members
Sales and Marketing
Leverage relational network within assigned accounts to identify opportunities to expand Performant’s services footprint
Partner with sales executives to scope opportunity and develop sales discussions with the clients
Support building definition of offerings for potential accounts as well as assigned account base
Collaborate on account financial targets
Monitor forecasting and growth plans for assigned accounts
Solution Delivery and Client Satisfaction
Deliver results according to scope of existing contract
Identify opportunities for increased efficiencies in processes, systems and tools used in delivering client services
Understand customer needs and manage expectations appropriately
Initiate recommendations and actions to mitigate risks
Review and provide input to reporting and analytics for assigned accounts
Leverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reports
Resolve escalated problems and issue resolution
Own resolution of complex or escalated billing issues
Monitor overall account health and client satisfaction
Team Management
Direct and supervise work of one or more Client Success Managers and/or Delivery Specialists
Set clear expectations aligned with company and account strategy
Provide coaching, feedback and hold accountability for results and behaviors
Serve as positive role model and lead by example in alignment with company mission, vision, and values
Other duties as assigned
Knowledge, Skills and Abilities Needed
Exceptional influencing, facilitation, and communication skills coupled with analytical and critical thinking abilities.
Ability to handle ambiguity, shift focus and priorities, decide and act without complete information, and manage risk and adversity.
Excellent interpersonal skills in one‑on‑one and larger group settings.
Ability to work independently and in cross‑functional teams, collaborating with customers and key stakeholders.
Team collaboration and knowledge transfer capability.
Build strong internal and external relationships.
Judgment and keen attention to detail.
Initiative, creativity and innovation to drive customer results and satisfaction.
Good judgment by anticipating consequences and weighing conflicting priorities.
Make independent decisions and drive results given assigned goals.
Provide excellent service to diverse clients and maintain positive attitude in fast‑paced, dynamic environment.
Solve complex problems and resolve disagreements with informed, rational debate.
Act with confidence and achieve results.
Build credibility and trust.
Continuous improvement mindset and quick adaptation to change.
Strong computer application skills (Microsoft Office suite and others).
Experience managing multiple complex projects and programs with cross‑matrix teams.
Strong process, project and program management skills.
Strong coaching, mentoring and training management skills.
Required and Preferred Qualifications
Minimum 7 years of experience in corporate or healthcare management environment with direct responsibility of managing large, national health plan payer accounts.
Minimum 7 years of experience managing payment integrity audit programs for large, national health plan payer accounts.
Minimum 7 years of experience leading and directing large cross‑functional projects and programs.
Bachelor’s degree in business, finance, management, or related field, or equivalent combination of education and experience preferred.
Certified coder, registered nurse, healthcare management or other medical field degree or certification for healthcare account focused positions preferred.
What We Offer
Work from anywhere in the US – Machinify is digital‑first.
Top Medical/Dental/Vision offerings
FSA/HSA
Competitive salary, 401(k) with company match
Additional health and wellness benefits and perks
Flexible and trusting environment where you’ll feel empowered to do your best work
Salary range: $130,000‑$160,000 + Annual Bonus
Equal Employment Opportunity at Machinify We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. Machinify is an employment at will employer. We participate in E-Verify as required by applicable law. In accordance with applicable state laws, we do not inquire about salary history during the recruitment process. If you require a reasonable accommodation to complete any part of the application or recruitment process, please let our recruiters know. Candidate Privacy Notice at https://www.machinify.com/candidate-privacy-notice/.
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Compétences linguistiques
- English
Avis aux utilisateurs
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