Director, Client Services, Strategic & Enterprise

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com. 

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. 
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. 
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. 
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life. 

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Lantern is on an exciting trajectory of rapid growth! The Director of Client Services, Strategic & Enterprise will play a vital role in scaling our Client Success team. In this newly created position, the Director will lead a team of Client Success Managers (CSMs) dedicated to our largest employer clients (10,000+ employees). As we grow, this role will shape the future of our Client Service operations, building processes that support both current needs and long-term scalability. 

Our Client Service function-made up of Client Success Managers and the Implementation team-manages all day-to-day client interactions, including implementation, reporting, member escalations, marketing, and advocacy. This structure allows our Client Executives (CEs) to focus on strategic account development and commercial growth.  

The Director will work closely with other Directors (for Emerging and Core segments) and the Director of Implementations. Core responsibilities include managing and developing the CSM team and creating process improvements that enhance our client experience and support Lantern's growth. 

What you'll do:

Leadership and People Management: 

• Lead, mentor, and manage Client Success Managers to ensure high performance and professional development. 

• Develop and implement strategies to enhance client satisfaction and success across the team. 

• Foster a collaborative and positive team environment focused on achieving client success goals. 

• Assess talent, provide feedback, develop opportunities for career progression for Client Success Managers 

• Manage change within fast-growing or evolving teams, with an ability to guide teams through scaling efforts and structural changes. 

Client Relationship Management: 

• This role is an internal role, but with significant impact to our clients' overall satisfaction. 

• Oversee the team responsible for managing day-to-day client relationships, ensuring client needs are met and exceeded. 

Setting Goals, Strategy, and Plan: 

• Own the creation and ongoing management of key metrics and dashboards, ensuring a data-driven approach to monitor client satisfaction, team performance, and process effectiveness 

• Work closely with senior leadership to make sure Client Service efforts match the company's priorities, using your influence to keep our focus on meeting client needs at every level 

Member Escalations: 

• Guide the team in handling member escalations with a sense of urgency and professionalism. 

• Ensure effective resolution of escalated issues through collaboration with internal teams. 

Open Items Log: 

• Oversee the management of the open items log, ensuring all client-related tasks and issues are tracked and resolved in a timely manner. 

• Provide guidance to the team on prioritizing and addressing open items. 

Member Marketing: 

• Develop strategies to streamline marketing approval process 

• Collaborate with the marketing team to create targeted campaigns and communications. 

Client Advocacy: 

• Serve as a strong advocate for clients within the organization, ensuring their needs and concerns are addressed. 

• Gather and analyze client feedback to drive continuous improvement in our services and solutions. 

• Design, deliver, and implement client advocacy, championship, and referral programs in collaboration with marketing. 

Establishing Metrics and Dashboards: 

• Define both primary and secondary metrics and dashboards to enable real-time reporting on status and progress towards goals. 

• Provide insight into what's driving or limiting the intended output. 

Building Processes and Systems: 

• Under the supervision of the VP, Client service, create repeatable and scalable processes that reduce time to execute and create a platform for delivering a consistent client experience, in partnership with the Commercial Enablement team. 

• In partnership with the VP, Client Service, establish systems and processes to ensure effective training and onboarding of team members in collaboration with the Commercial Enablement team. 

• Provide systems and processes to ensure consistency of service delivery across clients. 

Identifying Opportunities for Improvement: 

• Proactively identify opportunities for improvement both within and outside of client success management 

• Propose solutions to address identified opportunities. 

Communicating Progress: 

• Establishing strong cross-functional relationships: 

• Work closely with sales, marketing, network, member services, and other related functions to ensure a "one team" approach. 

• Foster collaboration and alignment across functions to drive client success. 

 Requirements:

• 5+ years of leadership developing people with varying experience levels. 
• A leadership style that aligns with Lantern's values of collaboration, adaptability, and a client-first focus. This role requires a leader who can foster a positive, team-oriented culture to drive client success
• Demonstrated experience in driving efficient client success management in growth-stage companies, with clear examples of initiatives led. Candidates should be able to share concrete stories and evidence of using data-driven insights to optimize processes, enhance client outcomes, and contribute to company scalability.
• Exceptional communication and interpersonal skills.  
• Proven experience staying organized, focused, and effective when handling multiple tasks and shifting priorities quickly.
• Demonstrated ability to work with cross-functional groups and navigate multiple internal stakeholders
• Healthcare industry / Employee benefits knowledge and experience is a plus.   

Benefits

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.