Director, Client Success

Welldoc Inc•Columbia, MD

8d•$140,000 - $180,000•Remote

About The Position

The Client Success team is looking for an experienced and strategic Client Success Director. This role is crucial for developing and expanding relationships with our key clients. Reporting to the Vice President, Client Success, the Director will serve as a trusted advisor and the primary point of contact for a fast-paced, complex client portfolio. Success in this position requires a candidate who can skillfully manage complexity and coordinate collaboration across diverse internal functions. The ideal candidate will possess exceptional communication and organizational skills, along with a demonstrated history of identifying issues and implementing effective solutions. Key qualifications include strong project management expertise, superior executive communication and presentation skills, and the ability to drive cross-team coordination.

Requirements

A minimum of 10 years of experience in client success and account management, specifically health plans, PBMs, and large employer groups
Proven track record of providing service to Fortune 100 companies, other large group plans, or major Provider Systems.
Demonstrated ability and flexibility to work cross-functionally within a fast-growing, dynamic company environment where change is constant.
Strong orientation toward achieving results, with a documented history of successfully delivering large, complex projects that surpass client expectations.
Highly data-driven and detail-oriented, with the ability to drive projects to timely completion while simultaneously fostering strong, positive professional relationships.
Ability to build enduring professional relationships through at the senior level
Outstanding communication skills necessary to articulate a compelling value proposition, deliver insightful analyses, and effectively manage difficult conversations.
A commitment to personal accountability, owning decisions, actions, and the processes required to ensure long-term, healthy client relationships.
An inherent entrepreneurial mindset, demonstrated by the ability to anticipate and proactively resolve issues, think creatively, and develop practical, reasonable solutions to complex problems.
The capacity to work at a rapid pace and with a high degree of autonomy within a complex and frequently changing work environment.
Experience utilizing Salesforce and other key account management platforms.
Experience working in ISO 13485 and MDSAP regulated and HITRUST compliant environments, or willingness to be trained.

Responsibilities

Primary Relationship Owner: build professional and productive relationships with key stakeholders both within the Welldoc organization and across a portfolio of key clients
Strategic Success Planning: assess complex client goals to establish a shared definition of success, ensuring Welldoc’s technology consistently delivers on its value proposition.
Cross-Functional Leadership: manage collaboration between workstreams including Data Science, Marketing, Product, and Customer Care to optimize the member experience and client investment.
Trusted Advisor: Identify service trends and develop high-level solutions to solve complex problems, navigating ambiguity in a fast-paced environment.
Lead Senior Level / Executive Level Presentations: Lead Executive Business Review meetings to align with client strategy and goals and to deliver sophisticated reports on member engagement and clinical outcomes.
Accountability: Own the end-to-end client lifecycle, ensure healthy long-term relationships, identify areas of growth/expansion and successful contract renewals.