Director of Client Success

Datavant is a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

If you are seeking a role where you can have a direct impact on the client experience, lead a team of talented individuals, and contribute to a meaningful mission in healthcare, this position as Director, Client Experience for our Payer team is the perfect opportunity for you. Join our team and be part of an exciting journey as we revolutionize the healthcare industry together.

You Will:

• Operate as the lead point of contact for any and all matters specific to the strategic customer(s) you are serving.
• Serve as primary escalation point for client executives and work with client leadership to ensure we are on a path to develop (or keep) high NPS scores.
• Lead 5-8 account managers to ensure the client experience is outstanding and that all meeting formats, communication, and reporting are consistent.
• Communicate the progress of project initiatives to internal and external stakeholders.
• Forecast and track key account metrics and service level agreements.
• Create summaries of all legal contracts to fully understand our contractual commitments and consistently identify opportunities to improve how we can optimize our contractual relationships with customers.

Position Requirements:

• This position requires a commitment to the principle of “No Job too Big; No Job too Small” - the Director will need to have a deep understanding of Account Manager roles/responsibilities so as to be a good coach and leader (and jump in, as needed).
• Strong history of individual and team development (e.g., development of training programs).
• Strong interpersonal skills and a collaborative management style.
• Proven service delivery experience related to software and services.
• Experience working with Payors (preferred).
• Experience in delivering client-focused solutions based on customer needs.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening, negotiation, and presentation skills
• Ability to learn and relay new information quickly.
• Strong interpersonal skills and a collaborative management style.
• Ability to listen effectively to find the root cause of issues and manage any conflicts with customers and resolve issues.
• Project management / Six Sigma / PMP / LEAN certifications in continuous improvement methodology
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization including C-suite and C-suite minus 1.
• Knowledge of risk management or proven ability to learn challenging new topics quickly.
• Intermediate to strong Excel skills (matching, lookups, pivot tables).
• An entrepreneurial mindset (how do we automate, improve, transition).
• The ability to organize productive client meetings and develop appropriate content for quarterly and bi-quarterly strategic meetings.
• The ability to work cross-functionally in a matrix environment.

Key achievements within first year:

• Ensure all direct reports have been evaluated in a 9-box methodology and follow up with appropriate next steps and growth options.
• Understand new products well enough to train and develop a team to pitch those solutions effectively and convey why they generate value for the customer.
• Identity (and demonstrate ability to execute or manage execution) of ~dozen changes that will increase efficiency, leading to a better client experience.
• Reliably stand in for the Vice President of Client Experience on forecasting or client recovery issues.
• Manage cross-functional teams to reach consensus on root causes of suboptimal issues, document findings, and develop a plan on what it would take to reduce reoccurrence at fastest speed and lowest cost.
• Demonstrate understanding of all key processes needed for account managers and demonstrate ability to effectively train on the role (and help build a centralized training function that will eventually have 80%+ responsibility for training).
• Manage past due and collection initiatives for accounts trending 30+ day delinquent and proactively communicate status to Treasury and Finance.
• Train team on how to initiate red alert and remediation processes for issues affecting key book of business.
• Actively recruit top-talent team members.
• Create a “success report” showing all the improvements and successes we’ve had with delivering on current projects to be used by the Sales and Client Partnerships lead as a resource to illustrate why we should get more business of the same sort (e.g., grow wallet share) and net new business (e.g., new products).

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.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices.

We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. 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. The estimated salary range for this role is $170,000 - $210,000.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will beanonymous and used to help us identify areas of improvement in our recruitment process. (We can only see aggregate responses, not individual responses. In fact, we aren’t even able to see if you’ve responded or not.) Responding is your choice and it will not be used in any way in our hiring process.