Unlock Health breaks down the walls that healthcare providers have lived with for decades. We connect the dots across managed care and marketing so that providers can realize their missions and patients can get the right care. We've brought together the top healthcare marketing organizations to make this vision a reality, with a team of experts in managed care, technology, and ROI design.
**Title: Director, Client Success and Continuity
**Direct Manager Title: Vice President, Client Success
**The Role
**The Director, Client Success and Continuity is responsible for managing, retaining and growing existing client relationships. This includes MSA and SOW agreement renewals with Unlock Health. In addition, this person is responsible for establishing a trusted, advisory relationship with key clients using our Health Risk Assessment (HRA) platform. In addition, this position will collaborate across departments to ensure customer goals and objectives are met. This role is a key member of the Client Success Team, reporting to the Head of Client Success. This position will collaborate across team members and outside departments to ensure customer retention goals and objectives are met. Smooth and continuous contractual relationships with clients are critical in a SaaS environment, and this role is expected to maintain agreements with clients without gaps or pauses.
What You’ll Do
Proactively manage and guide all HRA clients through any and all agreement changes
Position yourself as an integrated team member, ensuring continual service to our clients
Comfortable collaborating with team members on how to position a client for successful negotiations
Comfortable negotiating both simple and complex agreements with clients and prospects
Manage contract renewals, amendments, and addendums for all HRA clients
Demonstrate solid client retention according to annual KPIs set by management
Establish yourself as a key advisory partner to client marketing teams
Comfortable navigating clients through technical conversations
Establishes both Unlock Health and HRAs as valuable to client senior leadership
Recognize and highlight external issues impacting agreement execution, including issues that impact the processing and acceptance of an agreement, such as client IT demands, legal reviews, business term negotiations, etc.
Recognize, capture and motivate upselling or cross-selling opportunities according to annual KPIs set by management. Upselling includes selling additional HRAs to an existing client. Cross-selling includes selling any product or service from a non-HRA Unlock division.
Ideal Qualifications
Nice to Have
Perks and Benefits
**About Unlock:**Unlock Health redefines what a marketing and advertising agency can do in healthcare by breaking down walls that have existed for decades. We’ve combined the best teams in healthcare marketing to help every client live their mission – to promote, maintain, and restore health. Our “super agency” approach connects creative, content, and strategy to remove the guesswork from growth, measured by ROI technology. By bringing together the top talent in the industry, we are reshaping the future of healthcare marketing.
We believe our business can only grow by including our Vision and Values in everything we do. Our hiring process is no different. We interview and hire based on our values, which you can learn more about here.
Equality Opportunity Employer StatementUnlock, and its affiliate companies, is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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