Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Machinifyinc via Greenhouse
Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plan clients across the country. Deployed by over 85 health plans, including many of the top 20, and representing more than 270 million lives, Machinify brings together a fully configurable and content-rich, AI-powered platform along with best-in-class expertise. We’re constantly reimagining what’s possible in our industry, creating disruptively simple, powerfully clear ways to maximize financial outcomes and drive down healthcare costs.
The Director, Client Success role is responsible for overall management and service delivery of assigned customers and projects, including customer satisfaction and financial results. Manage full range of project life cycle (Initiate, Plan, Execute, Close).
Key Responsibilities
Relationships and Collaboration:
Build relational network within assigned accounts
Leads cross functional client-related projects across various departments
May mentor and train other Client Success Managers and team members
Sales and Marketing:
Leverage relational network within assigned accounts to identify opportunities to expand Machinify’s services footprint
Partner with sales executives to scope opportunity and develop sales discussions with the clients
Supports building definition of offerings for potential accounts as well as assigned account base
Shared responsibility for account financial targets
Monitors forecasting and growth plans for assigned accounts
Solution Delivery and Client Satisfaction:
Responsible for delivery of results according to scope of existing contract
Identifies opportunities for increased efficiencies to processes, systems and tools used in delivering client services
Understands customer needs and appropriately manages customer expectations
Takes initiative for recommendation and action to mitigate risks
Review and input to reporting and analytics for assigned accounts
Leverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reports
Handles escalated problem solving and issue resolution
Has accountability for resolution of complex or escalated billing issues
Monitor overall account health and client satisfaction
Team Management:
Direct and supervise work of one or more Client Success Managers and/or Delivery Specialists
Sets clear expectations aligned with company and account strategy
Provides coaching, feedback and holds accountability for results and behaviors
Serves as positive role model and leads by example in alignment with company mission, vision, and values
Other duties and responsibilities as assigned
Knowledge, Skills and Abilities Needed
Requires exceptional influencing, facilitation, and communication skills coupled with analytical and critical thinking abilities.
Ability to deal well with ambiguity. Can effectively shift focus and priorities comfortably, can decide and act without having the total picture, comfortable handling risk and adversity.
Applies excellent interpersonal skills both in one-on-one situations and in larger group meetings.
Proven ability to work independently and in cross-functional teams, with customers and key stakeholders through collaboration, adapting and consulting.
Possess ability to work in team environment where collaboration and the knowledge transfer process are critical for success.
Ability to build strong relationships both internal and external to the organization
Exercises excellent judgment and possesses a keen attention to detail
Demonstrates initiative, creativity and innovation to drive excellent customer results and satisfaction
Demonstrates good judgment by anticipating the consequences of actions and weighing multiple, sometimes conflicting, priorities
Ability to make good decisions and perform work independently to drive results given direction in the form of assigned goals objectives.
Demonstrated ability to provide excellent service to diverse clients and maintain positive attitude in fast paced, dynamic environment
Able to solve complex problems, and resolve disagreements with informed, rational debate.
Acts with confidence and achieves results
Builds credibility and trust
Mind-set of continuous improvement and adapts quickly to change
Strong computer application skills (Microsoft office suite, and others)
Experience in 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
Required and Preferred Qualifications
Minimum 7 years of experience in corporate or healthcare management environment with prior direct responsibility of managing national or regional health plan payer accounts
Minimum 7 years of experience managing payment integrity audit programs for national or regional health plan payer accounts
Bachelor’s degree in business, finance, management, or related field, or equivalent combination of education and experience preferred
Equal Employment Opportunity at Machinify
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Machinify is an employment at will employer. We participate in E-Verify as required by applicable law. In accordance with applicable state laws, we do not inquire about salary history during the recruitment process. If you require a reasonable accommodation to complete any part of the application or recruitment process, please let our recruiters know. See our Candidate Privacy Notice at: https://www.machinify.com/candidate-privacy-notice/