Sr. Director, Client Success - Strategic Health Plans
About the role
The Client Success Director, Strategic Health Plans at Progyny is responsible for managing the end-to-end client lifecycle for a growing portfolio of large and small health plan clients. This includes onboarding, engagement, and demonstrating the value of Progyny’s services. The role also involves partnering with the implementation team, developing measurable goals with health plan clients, and advocating for customer needs.
Responsibilities
- Manage the end-to-end client lifecycle for a growing portfolio of large and small health plan clients while driving onboarding, engagement, and the demonstration of value
- Partner with the Implementation team during handoff to Customer Success by establishing a working cadence with health plan clients, highlighting dependencies, aligning marketing plans, etc.
- Gain a comprehensive understanding of the health plan strategy and operational model to effectively support and manage multiple employers within the health plan partnership
- Develop measurable goals and define desired business outcomes for their relationship with Progyny
- Consult with clients to ensure alignment with Progyny’s Marketing Best Practices and collaborate with Progyny’s Marketing team to define and execute a comprehensive member engagement strategy that meets contractual commitments
- Resell the value of Progyny’s services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship
- Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures, including member engagement, utilization, clinical impact, PGs and ROI, while demonstrating a strategic command of clients’ organizational goals, structure, products, services, and markets
- Develop payor account plans by estimating total opportunity, defining key goals and milestones, and recommending focus areas for success
- Advocate for the needs of our customers internally, by coordinating strategy and issue resolution across teams to maintain exceptional client satisfaction scores
Requirements
- Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business
- 5+ years of experience in enterprise-level customer success/account management or roles, ideally with health plan experience
- Strong process orientation, with an ability to identify needs and execute projects that improve our Client Success practice and relationships with Health Plans
- Understanding of data and key metrics for client success
- Strong growth mindset and ability to influence via analytical and story-telling skills
- Strong project management skills, ability to manage multiple clients and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
- Comfortable with small teams and adapting to ambiguous start-up environments
Qualifications
- Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business
- 5+ years of experience in enterprise-level customer success/account management or roles, ideally with health plan experience
- Strong process orientation, with an ability to identify needs and execute projects that improve our Client Success practice and relationships with Health Plans
- Understanding of data and key metrics for client success
- Strong growth mindset and ability to influence via analytical and story-telling skills
- Strong project management skills, ability to manage multiple clients and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
- Comfortable with small teams and adapting to ambiguous start-up environments
Skills
- Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business
- Strong process orientation, with an ability to identify needs and execute projects that improve our Client Success practice and relationships with Health Plans
- Understanding of data and key metrics for client success
- Strong growth mindset and ability to influence via analytical and story-telling skills
- Strong project management skills, ability to manage multiple clients and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
- Comfortable with small teams and adapting to ambiguous start-up environments
Benefits
Progyny offers a comprehensive benefits package including paid family and parental leave, preconception, fertility and family building benefits, a family and pet care fund, and a Parents’ Employee Affiliation Group. Other benefits include health, dental, vision and life insurance options for employees and family, free in-person, virtual and text-based mental health and wellness support, paid time off, including vacation, sick leave, personal days and summer flex time, company equity, a bonus program, a 401(k) plan with company match, access to on-demand legal and financial advice, learning and development programs, a mentorship program, company social events, and a flexible work schedule. Progyny is committed to fostering an inclusive environment and providing equal opportunities for all employees.
Pay
The annual salary range for NYC-based applicants is: $165,000 - $180,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required.
Schedule
This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.