Client Success Director, Maven Clinic

• 8+ years of experience in account management or client services role in digital health, healthcare company, channel partnerships, benefits or SaaS companies
• Experience working with large employer clients (20,000+ employees) is required
• Passion for healthcare and influencing organizational change
• Track record of high client satisfaction ratings and proven renewal success
• Ability to develop and grow relationships with clients, including VP and C-level executives
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Strong leadership skills and effective problem-solving abilities, with capacity to expand and lead a growing team if needed
• Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
• Possess analytical skills and strategic thinking- you’re strong on both IQ and EQ
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
• Willingness to travel for key client meetings and participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)

Desirable

• Maven is looking for a highly motivated and professional Client Success Director to join our Client Success team, with a specific focus on supporting jumbo employer accounts
• The Client Success Director will be the main point of contact for jumbo employer accounts (>20K eligible employees)
• This person will be on the front lines as a trusted advisor to our clients and a key consultative partner to our channel partnership teams. You will act as a strategic adviser, project manager and product expert to help our clients improve the benefits they reap from working with Maven’s products and services
• Lead a portfolio of very large employer clients and be the face of Maven for all client-related needs (expected book of business capacity of ~10 accounts)
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Collaborate with client leadership, broker and consultant partners, and other internal and external stakeholders to unlock additional business opportunities within your portfolio
• Serve as primary point of contact alongside Maven’s Client Delivery team to implement Maven for new accounts, collaborating with cross-functional teams including product, engineering, data and marketing
• Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc
• Manage client issues and escalations, collaborating with partner teams such as member support, operations, analytics, product, and sales as required
• Provide strategic analysis of member engagement performance and program metrics
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
• Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts