Director of Client Services

Back to all Job Openings

Job Title: Director of Client Services
Reports to: COO
FMLA Status: Exempt

General Description:
The ideal candidate will be responsible for implementing an employee benefit’s software-as-a service platform in new client engagements within large employee populations. This position will be directly responsible for the on-boarding of new clients post-closing of sales.

Major Responsibilities

  • Developing and directing the implementation processes
  • Coordinating internal resources with client resources for data acquisition
  • Development of implementation materials and support documentation
  • Development of client training and employee orientation documentation
  • Communicating client needs and requests back to product development
  • Other duties as required

Required Experience

  • 5+ years experience in developing technology-related implementation processes
  • Experience managing and directing a team.
  • Experience in managing the process of data acquisition and assessment.
  • Experience with account management and proven communications skills.
  • Experience budgeting and reporting.
  • Demonstrated ability to build a team around implementation.

Other Qualities

  • Must enjoy interaction with customers
  • Proven ability to manage large scale projects
  • Proven ability to manage strategic projects to successful outcomes
  • Desire to be a part of a start-up and desire to build a company vs. fill a position
  • Must be willing to travel as necessary
  • Proficient with Microsoft Word, Excel, Office and Powerpoint.
  • Experience with MS Visio and MS Project a plus.
  • Experience with CRM tools. Experience with HighRise and/or SalesForce a plus.
  • Ability to learn new software quickly and grasp web application and platform concepts

Job Description
The Director of Client Services is tasked with developing the implementation process and managing the deployment of that process. That process will include tracking quantifiable metrics that define successful implementations.

The Director of Client Services is responsible for picking up at the close of sale, and working with Account Managers to fulfill the negotiated contract for implementing the change:healthcare platform for customers. This process begins with the assessment of the contract requirements, procurement of client data, integration of the client data and coordination/automation of ongoing data updates.

The Director of Client Services leads the team to manage the on-boarding process (typically an employer deploying to employees) that ultimately drives revenue. This will entail close coordination with internal and external stakeholders to ensure that information is accurate and appropriate. The Director of Client Services acts as a conduit for feedback for the refinement of future product functions and capabilities.

The Director of Client Services is also tasked with developing and managing the client and user feedback process to ensure optimal adoption and for the purpose of assessing and refining the process. The Director of Client Services is also responsible for the communication of this information to internal and external stakeholders.

Ideally, this person will be responsible for managing a team of Director of Client Services and overseeing their management of the process developed and refinement of that process.

Work Environment:
We offer a unique and dynamic work environment that is fast-paced. For that reason, employees at change:healthcare need to be highly self-motivated and proactive at identifying and taking responsibility for tasks.

Extension of a job offer implicitly implies that we consider an individual to be capable of thriving in such a versatile and unique work environment.

Please send resumes to hr@changehealthcare.com.