Job Purpose

The Client Success team is looking for an experienced and strategic Client Success Director. This role is crucial for developing and expanding relationships with our key clients.

Reporting to the Vice President, Client Success, the Director will serve as a trusted advisor and the primary point of contact for a fast-paced, complex client portfolio. Success in this position requires a candidate who can skillfully manage complexity and coordinate collaboration across diverse internal functions.

The ideal candidate will possess exceptional communication and organizational skills, along with a demonstrated history of identifying issues and implementing effective solutions. Key qualifications include strong project management expertise, superior executive communication and presentation skills, and the ability to drive cross-team coordination.

Responsibilities

• Primary Relationship Owner: build professional and productive relationships with key stakeholders both within the Welldoc organization and across a portfolio of key clients
• Strategic Success Planning: assess complex client goals to establish a shared definition of success, ensuring Welldoc's technology consistently delivers on its value proposition.
• Cross-Functional Leadership: manage collaboration between workstreams including Data Science, Marketing, Product, and Customer Care to optimize the member experience and client investment.
• Trusted Advisor: Identify service trends and develop high-level solutions to solve complex problems, navigating ambiguity in a fast-paced environment.
• Lead Senior Level / Executive Level Presentations: Lead Executive Business Review meetings to align with client strategy and goals and to deliver sophisticated reports on member engagement and clinical outcomes.
• Accountability: Own the end-to-end client lifecycle, ensure healthy long-term relationships, identify areas of growth/expansion and successful contract renewals.

Required Skills & Experience

• Extensive Industry Experience: A minimum of 10 years of experience in client success and account management, specifically health plans, PBMs, and large employer groups
• Large-Scale Client Management: Proven track record of providing service to Fortune 100 companies, other large group plans, or major Provider Systems.
• Adaptability and Collaboration: Demonstrated ability and flexibility to work cross-functionally within a fast-growing, dynamic company environment where change is constant.
• Results-Driven Execution: Strong orientation toward achieving results, with a documented history of successfully delivering large, complex projects that surpass client expectations.
• Data and Detail Orientation: Highly data-driven and detail-oriented, with the ability to drive projects to timely completion while simultaneously fostering strong, positive professional relationships.
• Business Acumen and Poise: Ability to build enduring professional relationships through at the senior level
• Exceptional Communication: Outstanding communication skills necessary to articulate a compelling value proposition, deliver insightful analyses, and effectively manage difficult conversations.
• Personal Accountability: A commitment to personal accountability, owning decisions, actions, and the processes required to ensure long-term, healthy client relationships.
• Entrepreneurial Problem-Solving: An inherent entrepreneurial mindset, demonstrated by the ability to anticipate and proactively resolve issues, think creatively, and develop practical, reasonable solutions to complex problems.
• Autonomy in a Complex Environment: The capacity to work at a rapid pace and with a high degree of autonomy within a complex and frequently changing work environment.
• Technical Proficiency: Experience utilizing Salesforce and other key account management platforms.

WellDoc operates in ISO 13485 and MDSAP regulated and HITRUST compliant environments. Therefore, it is expected that all employees will have either prior experience working in those environments or, will be trained to understand the requirements needed to work and support those requirements and culture as they relate to individual roles and responsibilities.

Required Education

• Bachelor's or Master's Degree in business or related field.

Compensation & Benefits

Welldoc offers a competitive compensation package which, in addition to salary, includes generous PTO, medical insurance, dental insurance, vision care, life and disability insurance, retirement benefits. and the opportunity to participate in health savings accounts and/or dependent care accounts.

The anticipated salary range for this position is $140,000-$180,000/year with the expectation that those with the minimum qualifications will start at the entry of the salary range with the majority of candidates not exceeding the midpoint (approximately $160,000/year unless highly qualified).

Upon receipt of a conditional offer of employment, you may be required to complete and clear a multi-panel drug screening process. This screening is in connection with requirements set by certain of the Company's customers, with which you may be working in this role, and will at all times be administered all applicable laws.