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 accounts
Leads cross functional client-related projects across various departments
May 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 footprint
Partner with sales executives to scope opportunity and develop sales discussions with the clients
Supports building definition of offerings for potential accounts as well as assigned account base
Shared responsibility for account financial targets
Monitors forecasting and growth plans for assigned accounts

Solution Delivery and Client Satisfaction:

Responsible for delivery of results according to scope of existing contract
Identifies opportunities for increased efficiencies to processes, systems and tools used in delivering client services
Understands customer needs and appropriately manages customer expectations
Takes initiative for recommendation and action to mitigate risks
Review and input to reporting and analytics for assigned accounts
Leverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reports
Handles escalated problem solving and issue resolution
Has accountability for resolution of complex or escalated billing issues
Monitor overall account health and client satisfaction

Team Management:

Direct and supervise work of one or more Client Success Managers and/or Delivery Specialists
Sets clear expectations aligned with company and account strategy
Provides coaching, feedback and holds accountability for results and behaviors
Serves as positive role model and leads by example in alignment with company mission, vision, and values
Other 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 organization
Exercises excellent judgment and possesses a keen attention to detail
Demonstrates initiative, creativity and innovation to drive excellent customer results and satisfaction
Demonstrates good judgment by anticipating the consequences of actions and weighing multiple, sometimes conflicting, priorities
Ability 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 environment