Director of Client Success

Welcome to Clearway Health - a recognized Great Place to Work® and destination organization! We are an award-winning culture where talented people are respected, informed, engaged, empowered, developed – and where they want to grow and make a difference. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow. At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems and the communities they care for to accelerate their specialty pharmacy programs.  At Clearway Health, we take great pride in our High Five! Values to provide best in class experiences for our employees, our clients and their patients. We welcome you to follow us on LinkedIn where you can also learn more about our company, culture, people, and careers.

POSITION SUMMARY:

You’ll take on a strategic leadership role that sits at the heart of ensuring a Clearway Health’s client partners receive outstanding value and service throughout their journey. You are responsible for leading the client success team, developing retention strategies and fostering long-term relationships that promote client loyalty and growth. You are a bridge between the clients and the company, translating client feedback into actionable insights to drive improvements and service enhancements. With a keen focus on client satisfaction metrics and an eye for expansion opportunities, you play a pivotal role in aligning company resources to support and enhance the overall client experience, ultimately contributing to the company's sustained success. You’ll bring a strategic blend of leadership, client advocacy and data-driven decision-making to proactively address client needs and contribute to Clearway Health’s ongoing work to transform specialty pharmacy.

ESSENTIAL RESPONSIBILITIES/DUTIES:

• Develop, launch and manage relationship complex programs to build a Client Success program to continuously collaborate with Clearway Health’s client partners
• Advance the Client Success program to build strategic initiatives beyond the direct client engagement to strengthen Clearway Health’s business operations and partnerships with clients and to deliver meaningful results
• Manage the Client Success team to deliver reference clients, first pass issue resolution, proactive client engagement, client satisfaction and accurate and timely deliverables
• Execute the strategy of the Client Success program to
  • Manage escalations for client requests and incidents, act as liaison between Clearway Health departments and the client, ensure resolution and recommend process improvement
  • Oversee corporate business functions, including invoice and accounts receivable management as a liaison between the Clearway Health finance team and the client
  • Collaborate with the client services team to build and distribute reports and dashboards on an established cadence
  • Lead partnership and performance review meetings with clients and Clearway Health
  • Use your strategic skills for account growth, knowledge of Clearway Health’s services and programs to create increased satisfaction and expanded opportunities within the clients served
  • Ensure clients’ strategic roadmaps are aligned with the clients’ desired outcomes, improve overall client experience and bring added value
  • Funnel customer feedback and recommend the most efficient improvements to Clearway Health’s cross-functional teams to ensure an end-to-end exceptional client experience
  • Mobilize internal Clearway Health teams to meet clients’ goals and overcome obstacles to deliver an exceptional client experience
• Support the Client Success Managers to lead the client engagement and Clearway Health partnership, acting as the primary representative for Clearway Health and the link between our agreement, our client services team and Clearway Health
• Oversee your team to maximize the efficiency of the Client Success Managers, improve the experience of our clients and increase retention and satisfaction of our client organization
• Acquire, retain and grow talent by identifying individual strengths and weaknesses and facilitating opportunities that will stretch yourself and your team members
• Demonstrate empathy, transparency and accountability in every interaction with your team members, peers and leaders – both collectively and individually
• Communicate progress and results and meet timelines for deliverables; succinctly and effectively communicate program and project status, and coach your team on how to do this
• Embrace technology tools; stay current on technology solutions and constantly look for levers to increase the effectiveness of our client success program

EDUCATION:

• A bachelor's degree from a four-year college or university is required.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• N/A

EXPERIENCE:

• 5+ years of client engagement experience and 3+ years of people leadership experience in a remote working environment is required.
• Pharmacy or specialty pharmacy industry experience is preferred.
• Hospital and health system industry experience is required.

KNOWLEDGE AND SKILLS:

• Developing and refining the company's client success strategies and processes to ensure optimal client engagement and satisfaction.
• Leading and managing the client success team, including hiring, training and performance evaluation to build a high-performing team.
• Establishing metrics and key performance indicators (KPIs) for client success and ensuring the team's performance aligns with these goals.
• Collaborating with internal teams to ensure a seamless client journey from initial acquisition through to long-term retention.
• Identifying opportunities for client account growth and encouraging establishment of expanded initiatives with internal stakeholders.
• Aligning company-wide efforts to maximize customer satisfaction and retention, taking a leading, pivotal role in fostering interdepartmental synergy.
• Building and maintaining strong relationships with key client stakeholders to understand their business needs and objectives with c-level engagement experience.
• Leading preparation for regular business reviews with clients to ensure value recognition and align on future goals and plans.
• Acting as a point of escalation for critical customer issues.
• Utilizing client feedback and data analytics to inform internal teams and improve the overall client experience.
• Creating advocacy programs that encourage satisfied clients to share their positive experiences and contribute to case studies and testimonials.
• Ensuring the customer success team has the necessary tools, resources, and training to effectively manage client relationships and drive success.

Special Working Conditions (On-call, travel, shift, coverage):

• Travel will average 10% of the time, with travel for client meetings or other Clearway Health-sanctioned events.