About the role:

The Client Success Director role is responsible for account satisfaction, retention and growth with a focus on ensuring strong engagement with the Doctor on Demand platform, and over time, all Doctor on Demand and Grand Rounds Health products, to meet utilization, cost savings and client satisfaction targets. This role owns the creation and execution of strategic account plans that position our company 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 enhances our 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. 

Responsibilities:

• 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

Qualifications:

• 5-7 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 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
• Demonstrated ability to work cross functionally with internal stakeholders
• Bachelor’s degree
• 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. 

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About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.