Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees. We promote an employee- and member-centric culture with generous benefits, which you can learn more about here: https://www.well.co/careers.
Position Title: Director, Client Success
Reporting to: Vice President, Client Success
Location: Chapel Hill, NC; Newton, MA or Minneapolis, MN; New York, NY
Compensation: Director, Client Success ($150,000-$180,000), depending on qualifications, plus bonus potential and benefits
Position Summary:
We're looking for a Director, Client Success to join our Client Success team. In this role, you will play a pivotal part in nurturing and enhancing relationships with our enterprise clients. The ideal candidate will possess exceptional organizational and communication skills, with a knack for problem-solving. You'll be at the forefront of client interactions, ensuring a world class client experience and driving client success.
Key Responsibilities:
- Act as the primary steward of key client relationships, managing C-level and executive relationships with a focus on strategic consulting
- Foster strong and productive connections with key stakeholders, both within the client organization and with other vendors in the client’s benefits ecosystem
- Assess client needs and goals consistently to ensure a mutually agreed-upon definition of client success
- Collaborate with cross-functional teams to deliver on client expectations and contractual commitments
- Look for opportunities to grow Well’s value and footprint within existing clients
- Partner with Sales/Growth team on seamless transitions for clients from that team
- Partner with Implementation Manager to oversee successful client implementations and a smooth transition to Client Success
- Collaborate with and manage the efforts of an internal cross-functional team of subject matter experts in activation, engagement, tech, clinical, and product as we deliver against jointly defined client success goals
- Deliver regular client reports on activation, engagement, utilization, health outcomes, and ROI
- Collaborate with the client and internal marketing team to develop and execute a robust activation and engagement strategy
- Achieve tangible business results to ensure client satisfaction and renewal
- Build and scale a services team with a focus on strategic consulting, ensuring team members are supported and aligned with client success goals
- Work autonomously to manage and drive client success initiatives
Preferred Qualifications:
- 10-15 years of experience with healthcare benefits, digital health and wellbeing, or consulting
- 10+ years of proven experience managing C-level and executive relationships
- Experience with building and scaling a services team with a focus on strategic consulting
- Proven ability to thrive in a fast-paced, change-oriented environment
- Results-oriented with a track record of exceeding client expectations
- Data-driven, detail-oriented, and adept at project completion
- Excellent communication and consultation skills to convey value propositions and manage challenging conversations
- Demonstrated ability to build enduring professional relationships
- Leadership skills with the ability to work autonomously
- Entrepreneurial mindset, capable of anticipating and resolving complex problems
- Willingness to travel (estimated 10-20%)
Additional Job Information
Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare. We welcome team members who are passionate about that mission.
We embrace diversity and are committed to building an inclusive team. All qualified applicants will be eagerly considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
