Director, Client Success

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 accountsLeads cross functional client-related projects across various departmentsMay 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 footprintPartner with sales executives to scope opportunity and develop sales discussions with the clientsSupports building definition of offerings for potential accounts as well as assigned account baseShared responsibility for account financial targetsMonitors forecasting and growth plans for assigned accounts Solution Delivery And Client Satisfaction Responsible for delivery of results according to scope of existing contractIdentifies opportunities for increased efficiencies to processes, systems and tools used in delivering client servicesUnderstands customer needs and appropriately manages customer expectationsTakes initiative for recommendation and action to mitigate risksReview and input to reporting and analytics for assigned accountsLeverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reportsHandles escalated problem solving and issue resolutionHas accountability for resolution of complex or escalated billing issuesMonitor overall account health and client satisfaction Team Management Direct and supervise work of one or more Client Success Managers and/or Delivery SpecialistsSets clear expectations aligned with company and account strategyProvides coaching, feedback and holds accountability for results and behaviorsServes as positive role model and leads by example in alignment with company mission, vision, and valuesOther 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 organizationExercises excellent judgment and possesses a keen attention to detailDemonstrates initiative, creativity and innovation to drive excellent customer results and satisfactionDemonstrates good judgment by anticipating the consequences of actions and weighing multiple, sometimes conflicting, prioritiesAbility 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 environmentAble to solve complex problems, and resolve disagreements with informed, rational debate.Acts with confidence and achieves resultsBuilds credibility and trustMind-set of continuous improvement and adapts quickly to changeStrong computer application skills (Microsoft office suite, and others)Experience in managing multiple complex projects and programs with cross matrix teamsStrong process, project and program management skillsStrong 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 accountsMinimum 7 years of experience managing payment integrity audit programs for national or regional health plan payer accountsBachelor’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/