Sr. Director, Client Success Executive

How will this role have an impact?

Signify Health is looking for a Lead Client Success Executive to join our growing team. This person will provide Client Success and Sales strategy and oversight. This role requires a multifaceted approach and is instrumental in fostering the success of our clients and business. The Lead Client Success Executive is at the helm of crafting and executing strategies that result in enduring client relationships, driving revenue growth, and retaining clients. This role will report to our SVP, Client Success.

What will you do?

Client Relationship Management

• Be a trusted advisor to your book of business, developing a collaborative and mutually accountable relationship
• Foster a client-first mindset, and work cross functionally and intentionally to design and execute on custom client experiences and build client loyalty
• Represent the voice of the client through an understanding of end-to-end client needs - influencing the strategic and operational decisions of Signify to drive growth and ensure client retention
• Oversee the Client Success function for assigned client(s), ensuring management of objectives and initiatives, accountability, client retention, growth, and overall well-being of all clients
• Implement, maintain and track KPIs to provide visibility on the performance and health of all client accounts within your care
• Craft and deliver value messaging that articulates how we can increase our impact to the client’s business and demonstrates competency of the dynamics within your owned accounts landscape

Sales Strategy and Revenue Growth:

• Regularly identify new client and existing client growth leads and organize leadership, sales, marketing teams to develop sales approaches
• Build and leverage network outside of current client contacts and current book of business to identify growth opportunities
• Maintain deep knowledge of industry and key players to identify changes that can drive growth
• Lead planning and execution of contracting, upselling (i.e., emerging services/products,), and deal governance
• Create a unified vision for success during presale/client onboarding via discovery and documentation and ensure team achievement of objectives, measuring progress through to completion
• Negotiate, structure, and close deals in partnership with Sales based on the voice of the client and Signify Health’s ability to deliver
• Provide regular updates to the executive team on progress toward sales goals, strategic initiatives, sharing plan to mitigating risks
• Work closely with the team to ensure high quality of RFP proposals. Submit and handle proposals with full ownership and accountability for the opportunity
• Balance opportunity for growth with operational cost to drive profitability

Collaboration and Cross-Functional Coordination:

• Foster a collaborative atmosphere celebrating shared successes and achievement of goals within the team and downstream stakeholders
• Work cross functionally with CS and Sales teams, Operations, Data, Finance, and R&D to monitor performance, form callouts and insights, and share value-driving data with clients

Leadership:

• Ensure team is accountable to job responsibilities throughout the client journey
• Provide training and coaching to the team on the latest sales techniques and tools, client success, and negotiation skills
• Provide guidance, support, and direction to the CS Leads to ensure client satisfaction and maximized revenue
• Be the face of Signify Health by executing excellence in client presentations, engagement, and interactions
• Compliance and adherence to applicable healthcare and security regulations and responsible for staff’s compliance and adherence
• Manage, develop/train, and lead the Client Success team; inspiring, motivating, training, and mentoring: Identify resource needs and hire as needed

We are looking for someone with:

• 15+ years CS and Sales healthcare business experience with Deep industry knowledge of risk adjustment and payors, including how member risk is identified, HEDIS measures, STAR measures, CMS/regulatory requirements
• Extensive contacts and relationships with people in the payor and risk adjustment industry
• A Bachelor’s degree is required; Master’s degree is preferred
• Strong analytics skills to track sales and CS performance, identify trends, and make informed decisions in metric-driven environment
• Experience with complex sales and negotiations, including commanding and convincing presentation capabilities
• Executive Presence: Demonstrated comfort and finesse communicating with senior leadership teams
• Proven time management, prioritization, planning, and organizational skills
• Self-motivated, competitive, and confident with the ability to drive revenue and close deals
• Ability to travel at least 50%
• Salesforce experience required

The base salary hiring range for this position is $122,400 to $221,300. 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.