Team Lead for Customer Engagement, driving client re - engagement and leading a small team towards strategic goals in customer success.
About the role
- VP Strategic Accounts overseeing Direct employer team at Maven Clinic. Leading client relationships and driving service excellence in digital health.
Responsibilities
- Team leadership and management: Lead, inspire, and mentor a high-performing team, fostering a culture of excellence, collaboration, accountability and continuous learning.
- Performance and growth of our global Book of Business: Enrollments, retention, upsells, and advocacy
- Performance tracking and reporting: Define operational metrics for the team, establish a regular business reviews and rigor around KPIs
- Client feedback and insights: Gather, analyze, and leverage customer feedback and insights to identify trends, improve processes, and drive product and service enhancements; champion client priorities with senior leadership
- Optimization of Customer Lifecycle: leverage data and analytics to manage resource allocation, identify needs, and refine our client segmentation service strategy, ensuring we remain effective as we scale
- Client escalation management: collaborate with cross-functional teams to come to quick resolutions that showcase our commitment to member satisfaction
- Strategic client advisor: build relationships with key decision makers and consultants, build and execute a stakeholder engagement strategy
- Growth team leadership: Represent client success in new business discussions, forge strong relationship with Payer/Channel/Consulting leads and establish client growth strategy, identify trends across existing clients to help drive new logo sales, partner with Growth Enablement to ensure Client Success have what they need for upsells/renewals.
Requirements
- 15+ years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies
- Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training and onboarding
- Experience serving as a strategic advisor on large, multinational accounts with a strong track record of high client satisfaction, growth and retention
- Experience working in a cross-functional capacity
- Ability to navigate to the best solution in ambiguous situations, getting in the weeds to find the root of a problem
- Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders
- Strong leadership skills and effective problem-solving abilities; must be able to develop and grow relationships with clients, executive leaders, and internal cross-functional teams
- Strong analytical skills; ability to understand data and present information to clients
- Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)
- Willingness to travel for key client and internal strategy meetings
Benefits
- Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
- Whole-self care through wellness partnerships
- Hybrid work, in office meals, and work together days
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
- Annual professional development stipend and access to a personal career coach through Maven for Mavens
- 401K matching for US-based employees, with immediate vesting
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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