Director, Client Success
Go To Market | SF/MN and DC | Full Time
About Doctor On Demand
Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation. We believe that health is personal, and means so much more than treating illness. We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient. It’s as simple as opening the Doctor On Demand app on a smartphone or computer.
Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.
The Director, Client Success role is responsible for account satisfaction, retention and growth with a focus on ensuring strong engagement with the DOD platform to meet utilization, cost savings and client satisfaction targets. This role owns the creation and execution of strategic account plans that position Doctor On Demand to optimize our opportunities across a health plan’s portfolio. In addition, this role works with our in-house marketing agency to develop and implement marketing/account strategies and tactics which enhance Doctor On Demand’s position in the market and lead to account growth. The Health Plan Director, Client Success is responsible to partner with our Health Plan clients to reach new levels of client success at every level of the sales cycle, from pre-sale to implementation to ongoing operations.
Own a portfolio of key accounts; partner with key accounts on their healthcare strategy
Develop and execute strategic and tactical plans to achieve optimal satisfaction, retention, and growth in assigned health plan accounts
Build and cultivate executive-level relationships with health plan stakeholders as well as collaborate with internal stakeholders to develop and execute strategic account plans
Proactively identify membership growth, retention, and expansion opportunities through analysis of our health plan customers' business objectives, industries, and the dynamics of the healthcare/benefits market
Lead growth initiatives within existing accounts as well as renewal efforts designed to expand and deepen customer relationships
Identify and analyze current industry and competitor trends and applies knowledge of marketplace to account planning processes
Build and present a compelling value proposition for our offering to customers, including ROI analysis, clinical opportunities, and member engagement strategies
Provide strategic recommendations to the design of new products, benefits offering, or pricing models that will address customer needs and business objectives
Continuously monitor performance against plan adjusting as market and Doctor On Demand imperatives dictate
Demonstrated success in selling and growing accounts, including driving product utilization
Exceptional listening skills with a gift for translating the voice of the customer into growth opportunities, operational improvement and product development
Demonstrated ability to work cross functionally and collaboratively with internal stakeholders
Excellent interpersonal, presentation, and persuasion skills with the ability to diplomatically navigate the complexity of client relationships
Superior customer service skills with the ability to articulate and respond to highly complex issues
Data driven; ability to tell a compelling story using data.
Advanced computer and analytic skills, including experience creating client presentations that tell a compelling story of value delivered
Excellent verbal and written communication skills
Expertise in handling difficult client issues
Education and Experience:
10+ years of experience of demonstrated success in account-based marketing, sales, Client Success or health care administration and benefits
Experience selling into all stakeholders of health plans (e.g., clinical, network, product) and across lines of business (e.g., Commercial, Medicare, Medicaid)
Demonstrated ability to work cross functionally with internal stakeholders
Ability to travel (20%), overnight travel required.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, Doctor On Demand reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.