Director, Client Success

Machinify

About The Position

The Director, Client Success is responsible for overall management and service delivery for assigned customers and projects, including customer satisfaction and financial results. The role manages the full project life cycle: Initiate, Plan, Execute, and Close. It builds relationships within client accounts, coordinates cross-functional projects, supports account growth and sales discussions, oversees delivery against contract scope, manages client satisfaction and escalations, and supervises Client Success Managers and/or Delivery Specialists.

Requirements

At least 7 years of experience in a corporate or healthcare management environment, with prior direct responsibility for managing national or regional health plan payer accounts.
At least 7 years of experience managing payment integrity audit programs for national or regional health plan payer accounts.
Exceptional influencing, facilitation, and communication skills, with analytical and critical-thinking abilities.
Ability to handle ambiguity, shift focus and priorities, make decisions without complete information, and manage risk and adversity.
Excellent interpersonal skills in one-on-one and group settings.
Ability to work independently and in cross-functional teams with customers and key stakeholders through collaboration, adaptation, and consulting.
Ability to collaborate and support knowledge transfer in a team environment.
Ability to build strong internal and external relationships.
Excellent judgment and attention to detail.
Initiative, creativity, and innovation in driving customer results and satisfaction.
Ability to anticipate consequences and weigh multiple, sometimes conflicting, priorities.
Ability to make sound decisions and work independently toward assigned goals and objectives.
Ability to provide excellent service to diverse clients and maintain a positive attitude in a fast-paced, dynamic environment.
Ability to solve complex problems and resolve disagreements through informed, rational debate.
Confidence, credibility, and trustworthiness in achieving results.
Continuous-improvement mindset and ability to adapt quickly to change.
Strong computer application skills, including Microsoft Office Suite.
Experience managing multiple complex projects and programs with cross-matrix teams.
Strong process, project, and program management skills.
Strong management skills in coaching, mentoring, and training.

Nice To Haves

Bachelor’s degree in business, finance, management, or a related field, or an equivalent combination of education and experience (preferred).

Responsibilities

Build relational networks within assigned accounts.
Lead cross-functional client-related projects across departments.
Mentor and train Client Success Managers and other team members as needed.
Use account relationships to identify opportunities to expand Machinify’s services footprint.
Partner with sales executives to scope opportunities and develop sales discussions with clients.
Support the definition of offerings for potential accounts and assigned accounts.
Share responsibility for account financial targets; monitor account forecasts and growth plans.
Ensure delivery of results according to the scope of existing contracts.
Identify opportunities to improve the efficiency of processes, systems, and tools used to deliver client services.
Understand customer needs and manage customer expectations.
Recommend and take action to mitigate risks.
Review and provide input on reporting and analytics for assigned accounts.
Use analytics to identify efficiency opportunities, mitigate risks or issues, monitor service delivery, and provide status reports.
Handle escalated problem solving and issue resolution, including complex or escalated billing issues.
Monitor overall account health and client satisfaction.
Direct and supervise one or more Client Success Managers and/or Delivery Specialists.
Set clear expectations aligned with company and account strategy.
Coach and provide feedback to team members, and hold them accountable for results and behaviors.
Model and lead by example in alignment with the company’s mission, vision, and values.
Perform other duties and responsibilities as assigned.