Centivo is looking for a Director Client Success - Middle Market to join our team!

As a Director Client Success, you will help us build a consistent, scalable and strategic approach to our client experience, while lending deep industry experience to the leadership of the Middle Market Client Success organization. The Middle Market Client Success team at Centivo supports clients 3,000 employee lives and below who typically offer the Centivo Partnership Plan alongside a broad network plan(s) using the Cigna network. The Director Client Success will work with Centivo’s functional experts, 3rd party vendors and sales to support the ongoing delivery of Centivo health plan products and services to delight clients and their members and deliver on business objectives.

You will be responsible for the ongoing development of the department while managing daily department activities, building and implementing policies, processes and procedures, ensuring adequate support and deepening of Centivo client relationships and all levels of strategic and tactical support on behalf of Centivo to ensure high levels of satisfaction and retention.

Additionally, you will be responsible for a small portfolio of clients directly while leading and managing the team.

What you can expect to do:
Team Management-Development

• Monitoring and managing the team’s client assignments
• Developing policies, processes and procedures to further improve the department’s services
• Defining staffing ratios (Clients per Client Success Manager) and further define roles and responsibilities with the department
• Ongoing development\management of Salesforce functionality to support current clients and renewals

Sales & Proposals

• Work closely with sales on sales/account strategy, including participating in sales meetings and contributing to the development of proposal and sales presentations as needed

Implementation

• Work with other departments to best define the expectations and role of Client Success in shepherding clients through the implementation process to ensure that clients have a seamless transition from implementation to ongoing account management
• Collaborating on the enhancement of Centivo’s client implementation and account management methodologies and making recommendations for ongoing process improvement

Client & Member Satisfaction & Retention

• Successfully growing client relationships and satisfaction with Centivo as evidenced by client retention, increased rates of Partnership Plan selection by members, and expansion into additional geographic markets where applicable
• Where needed, directly interacting with brokers/consultants to oversee and resolve issues for portfolio clients and to grow client relationships within the client portfolio. Mentoring and guiding rest of Client Success team in their interactions.
• Building and maintaining strong personal relationships across the client organization, including HR and Finance through formal and informal communication and engagement.

Client & Member Service, Issue Resolution & Reporting

• Overseeing all aspects of the TPA/Health plan solution for portfolio clients – including (but not limited to) member engagement and client service, claims processing, PBM, provider network arrangements, and employer analytics & reporting.
• Work with key operational teams (claims, configuration, compliance, EDI etc.) to build company-wide policies and processes and serve as the voice of the Middle Market Client and client success team internally.
• Working with other departments (national account client success, sales, analytics, stop loss reporting, client support) to develop a repeatable, efficient process for standardizing reports on Centivo performance and health and claims data & analytics and ensuring that those reports are prepared and delivered to clients.
• Develop a process for and ensuring that issues raised by the client are identified, tracked and resolved by the Client Success and the Client support team.

You should have:

• 10+ years of TPA/health insurance carrier experience
• 5+ years Account Management experience in employer-sponsored benefits
• Bachelor’s Degree or equivalent experience
• Strong leadership and team management skills
• Demonstrated abilities with process development and improvement as well as change management
• Advanced knowledge of Microsoft Office products (Excel, Power Point, Word)
• Excellent oral and written communications; an ability to present information in a way that establishes rapport, persuades others, gains understanding.

Leadership Skills & Behaviors we expect from you:

• Strategic Thinking – Knack for sorting through clutter to find the best route, often by pulling up from the current complexity to identify patterns that guide future direction and allow one to narrow the options and articulate the options from which others can work backward.
• Business Acumen – A keenness and quickness in understanding and dealing with a business situation (risks and opportunities) in a manner that is likely to lead to a good outcome. Critical to this is an ability to think beyond their own function.
• Systems/Analytical Thinking – Demonstrates the ability to think fluidly and integrate information. Able to anticipate non-linear and non-obvious relationships. Often includes an ability to think holistically/conceptually – very powerful when accompanied by ability to communicate & clarify tactically.
• Flexibility/Working through Ambiguity – Tendency to be energized by new experiences/perspectives that test assumptions and thinking. Considers different points of view, sometimes with fragmented information, to arrive at practical, effective, actionable next steps.
• Communicate – Managers discuss the company’s vision and strategies, the department’s direction and goals, and in times of crisis, what we know and don’t know to make sure team members know what they need to know.
• Clarify – As managers, it’s up to us to clarify what good looks like. What do we expect? What do our clients, customers or colleagues need? If our teams are not performing as expected, managers must clarify expectations and ensure understanding.
• Coach – Managers provide recognition and feedback; help team members find solutions to challenges; amplify good and filter weaker aspects of organizational culture and the work as they coach employees in their day-to-day performance and their growth and career development.
• Connect – Managers help our teams see their collective purpose and how their work connects to the greater whole. We connect people within our company and network.
• Customize – As managers, we need to understand what makes each team member unique, and then customize, tailor and adapt how we support them.

Work Location:
We consider this a remote role but would be excited to have candidates apply that are local to one of our offices (Buffalo or New York City).