Director, Client Success

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.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Machinify is an employment at will employer. We participate in E-Verify as required by applicable law. In accordance with applicable state laws, we do not inquire about salary history during the recruitment process.

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