Vivid Clear Director, Client Success

Hy-Vee, Inc.•Omaha, NE

27d

About The Position

The Director, Client Success is responsible for leading and overseeing the Client Success team to ensure strong client retention, satisfaction, and long-term partnership success. This role provides operational leadership for ongoing account management activities following implementation and serves as a senior point of oversight for client performance, service delivery, and issue resolution.

Requirements

5+ years of client management, account management, or customer success experience, preferably in healthcare or PBM.
2+ years of leadership or management experience preferred.
PBM, managed care, or pharmacy experience strongly preferred.
Working knowledge of healthcare benefit administration and reporting.
Demonstrated ability to improve processes and drive retention outcomes.
High school diploma or equivalent required.
Bachelor’s degree in healthcare administration, business, or related field preferred.
Strong understanding of pharmacy benefit management and healthcare operations.
Advanced relationship management and communication skills.
Ability to manage complex client portfolios through a team.
Strong problem-solving and conflict resolution skills.
Financial and contract comprehension.
Organized, detail-oriented, and deadline-driven.
Professional, courteous, and consultative demeanor.

Responsibilities

Team Leadership & Oversight
Lead, mentor, and develop the Client Success team.
Establish clear performance expectations, KPIs, and service standards.
Conduct performance evaluations, coaching sessions, and development planning.
Ensure balanced account assignments and appropriate workload distribution.
Client Relationship Management
Oversee ongoing client relationships to ensure high satisfaction and retention.
Provide guidance on complex client situations, escalations, and strategic discussions.
Support preparation and delivery of client reporting, performance reviews, and renewal discussions.
Serve as executive escalation point for key clients, brokers, and consultants.
Ensure consistent communication cadence and proactive engagement strategies.
Account Performance & Retention
Monitor client health indicators including utilization trends, service issues, and renewal risk.
Develop retention strategies in collaboration with Business Development and Account Management.
Identify upsell or cross-sell opportunities in partnership with Business Development.
Ensure contractual service obligations and performance guarantees are met.
Operational Coordination
Partner closely with Implementation to ensure seamless transition from onboarding to ongoing account management.
Ensure client requests are properly scoped, prioritized, and executed.
Maintain visibility into operational risks that may impact client satisfaction.
Process Improvement & Standardization
Develop and standardize account management workflows and best practices.
Improve reporting templates, communication standards, and client documentation processes.
Recommend and implement department goals, policies, and performance metrics.
Identify trends in client feedback and implement corrective actions.