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Client Success Executive

Remote

How will this role have an impact?

The Ld. Director, Client Success Executive will manage Signify’s partnership with the accounts designated to their ownership , working as a trusted advisor to executive-level leaders across our partner organizations for growth and shared success.

The Ld. Director, Client Success Executive is expected to provide high quality, personalized client experiences, improve revenue retention, find opportunities to upsell, and represent the voice of the client. The individual must be able to work in a fast-paced environment where they do not have all of the answers but are empowered to find answers and solutions to our clients’ problems. The Ld. Director, Client Success Executive must possess skills to analyze data to solve business problems, engage and foster deep relationships with client executives, and develop and implement targeted action plans to drive performance and growth.

This role will report to our Executive Director, Client Success Executive.

What will you do?

  • 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

We are looking for someone with:

  • A Bachelor’s degree is required; Master’s degree is preferred
  • A minimum of 8-10 years of relevant healthcare industry experience; 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
  • 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

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make health care more personal, convenient and affordable

The base salary hiring range for this position is $100,000 to $167,790. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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