Datavant is a data platform company and the world’s leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.
Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world’s leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining Datavant today, you’re stepping onto a high-performing, values-driven team. Together, we’re rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.
The Director of Client Success will report to the VP of Client Success and be responsible for strategically building and managing customer relationships. This leader will have accountability for customer partnerships from an operational and delivery perspective working closely with Client Success Managers. The Director of Client Success will communicate regularly with customer executives to ensure and enhance satisfaction, defining and executing retention strategies, setting and managing customer expectations, and ensuring Datavant is delivering against its customer business cases.
Your will be responsible for:
- Client Experience
- Build and maintain strong relationships with internal departments and external stakeholders, with a focus on Executive sponsors and department heads.
- Ensure high levels of client satisfaction and retention
- Serve as an escalation point for client issues, ensuring issues are resolved quickly by leveraging resources across the company
- Interpret client needs and provide expertise for internal product development and advanced development teams
- Serve as liaison between clients and internal teams (e.g., Product Development, Sales, Technical Support, etc.)
- Operational Excellence
- Proactively engage clients and provide key insights to evaluate clients’ success with our solutions and to ensure that we provide positive value delivery in alignment with client expectations.
- Manage coordination, tracking, and reporting of all things related to client projects.
- Ensure smooth communication between internal stakeholders through regular reporting and information sharing (daily, weekly, or quarterly reports, meetings, and status updates, etc.).
- Identify project risks that impact the quality of our product and services delivery to clients, timelines, or fiscal goals, and collaborate with Datavant teams to escalate and create solutions.
- Own client operations project management processes, tools, reference materials, and cross‐functional usage.
- Identify, define, and execute process improvements aligned with departmental needs and organizational goals.
- Partner with the coding operations, coding quality, data integration, product, and engineering teams to identify, prevent, and resolve issues affecting client projects
- Leadership & Team Development
- Provide visionary leadership to a team of Client Success Managers, fostering a high-performance culture that encourages innovation and continuous improvement.
- Support and develop a team of Client Success Managers to provide product implementation services, drive client success, and enhance long-term client partnerships.
- Mentor and develop team members, ensuring they have the skills and resources needed to excel in their roles.
- Allocate Client Success Managers to clients, ensuring that these resources build strong relationships with clients while demonstrating mastery of the products and services the client is using, and effectively manage client value.
- Work proactively and collaboratively with other Client Success and Operational leaders to build a team culture that yields outstanding project value and fosters engaged, productive, and loyal employees.
- Translate complex project and performance data into clear, actionable updates for executive stakeholders.
- Represent the client voice in cross-functional executive forums and strategic planning sessions.
- Bachelor’s degree in Business, Operations Management, or a related field; MBA or equivalent advanced degree preferred.
- At least 8 to 10 years of experience in healthcare technology with specific expertise in the implementation of large programs across varied healthcare organizations, including health plans and provider organizations
- Hands-on experience implementing cloud-based / SaaS based technology products for use by external clients and ability to articulate product benefits
- Strong relationship-building and client management skills
- Experience working in a highly dynamic, scaling technology company
- Detail-oriented and collaborative leader willing to roll up their sleeves and get it done
- Proven track record of building and leading high-performance teams in a fast-paced, dynamic environment.
- Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization
- Strong analytical and problem-solving skills, with a strategic mindset and a focus on continuous improvement.
- Familiarity with CMS HCC risk adjustment processes preferred
#LI-BC1
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.
The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. This role is eligible for additional variable compensation.
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.
For more information about how we collect and use your data, please review our Privacy Policy.
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