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Director of Client Engagement

Client Success | New York, NY | Full Time

Job Description

Linkwell Health, the premier consumer experience company serving health plans and health services organizations, is seeking a talented, passionate, ambitious Director of Client Engagement to join its fast-growing Client Success team. In this role, you’ll work directly with clients as well as coordinating with internal Linkwell teams to deliver world-class client success and results. This position reports to Linkwell’s SVP of Client Strategy.

In this position, your key performance areas (KPAs) will include:

1. Client Success and Account Management

  • Manage the day-to-day relationships of current accounts, as well as support of new accounts as they move from sales prospects to active accounts that you will lead
  • Serve as the operational lead between the client and Linkwell’s product delivery and editorial team by defining goals and KPIs, maintaining project scope and timelines, and generally managing client expectations
  • Develop and nurture relationships with clients and maintain communication with executive sponsors
  • Lead analytics and report-outs to clients that clearly articulate results and track the program’s KPIs, on both a weekly and enterprise basis (e.g., quarterly business reviews)
  • Demonstrate expertise in member/consumer healthcare engagement, digital marketing, thought leadership and strategic thinking that goes beyond the client’s internal capabilities

2. Strategic Account Development

  • Create and develop comprehensive strategic account plans focused on renewals and expansions for all accounts 
  • Maintain thorough understanding of client’s business overall, including relevant news, financial reporting, enrollment trends, current pain points, and similar
  • Identify opportunities for account expansion with additional client business lines as well as appropriate upsells within current programs

3. Sales Development / New Sales Support

  • Support sales team when needed on new pitches, including relevant case studies from current accounts
  • Active support of close-in opportunities to ensure seamless transition from prospect to active account launch
  • Lead development of proposals and SOWs on relevant accounts 

In this position, your key performance indicators (KPIs) will include:

  • Maintain and grow revenue with each account
  • Reduce client churn, net retention and expansion are a key KPI
  • Establishing strategic plans for each account
  • High client satisfaction (NPS) in client surveys
  • Converting pilots to annual recurring revenue
  • Structure multiyear contracts with high recurring revenue
  • Establishing clear reporting, analytics, and results templates

Our ideal candidate will have:

  • 5+ years of full-time experience in a client engagement / customer success / content marketing and/or digital engagement domain account management
  • Domain expertise in healthcare, engagement, content marketing and/or digital marketing, including a strong understanding of health insurance and health services (benefits) companies
  • Extremely crisp and strong communication skills—in person, on phone/video calls, in email, and in client presentations
  • Pro-level abilities with written presentations, spreadsheets, and written document software
  • Strong understanding of analytics tools like Google Analytics, Adobe Analytics, Facebook Business Manager, YouTube Studio, and email marketing reports
  • Strong footing with Salesforce CRM
  • Easy ability to look at disparate data sources and turn them into a clear and easy-to-understand reports and insights for clients

This position is fully remote but will require occasional travel to client locations and Linkwell’s New York office, post-pandemic. Salary commensurate with experience. This position is bonus/commission-eligible.

Linkwell Health is an equal opportunity employer offering competitive benefit packages, including healthcare, 401(k), and stipends for employee wellness and remote work.

About Linkwell Health

Linkwell Health is the premier consumer experience company serving health plans and health services organizations. Our team of content strategists, health and wellness journalists, and social media experts—enabled by our Healthy Living Engine technology platform—helps healthcare brands to connect with consumers and empower them to take actionable control of their health. Linkwell creates transformative content that rapidly enables health services organizations to engage consumers in real-world health conversations, while also accelerating brand awareness, acquisition, retention, and business outcomes. For more information, visit www.linkwellhealth.com.