Client Success Director – Jumbo Market

Job Description:

• Own our largest client and broker relationships
• Ensuring that Garner delivers an excellent client experience to the assigned book of business
• Executing key workflows and monitoring client health to support our clients
• Track client success KPIs, escalate areas of concern and mitigate risks through development and execution of action plans
• Executing best practice standards and workflows to improve client satisfaction, engagement, and ROI to drive retention
• Collaborating with product, sales, and member services teams to ensure that client’s engagement goals are met and client is satisfied with Garner’s service
• Communicating regularly with both key decision makers as well as our key broker partners to understand the ongoing needs
• Developing client reports, meeting materials, and workshops as needed
• Represent Garner at client open enrollment and education sessions in-person and virtually
• Ability to travel up to 20% of the time (primarily during October-November)

Requirements:

• 7+ years of experience managing and growing a high-performing enterprise book of business (B2B SaaS) and delivering impactful results year over year in the healthcare and benefits industry
• Demonstrated experience supporting clients to increase engagement and maximize the value of a medical benefit and/or healthcare SaaS solution
• Passion for delivering an excellent client experience and strives to deliver high-quality work
• A strong communicator who can clearly articulate a vision or strategy and inspire adoption and change
• Excellent presentation skills
• Has the ability to work in an ambiguous, rapidly evolving, and fast-paced startup environment with notable upside
• Expert at identifying and partnering with internal stakeholders to resolve client and member issues; experienced in working with internal executives on large client initiatives
• Self-starter who takes ownership and drives execution of key initiatives to serve the client and the business
• A track record of building relationships with sophisticated clients and brokers in the health and welfare space
• A desire to be a part of our mission to improve the healthcare system

Benefits:

• flexible PTO
• Medical/Dental/Vision plan options
• 401(k)
• Teladoc Health and more