Director Client Engagement Group

Description

Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We reputed company that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to reputed company healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, reputed company they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role

The Director of Client Success leads a team of Client Executives and is accountable for the successful execution of client renewals and delivery of a consistent, high-quality client experience across an assigned portfolio. This role combines strong people leadership, operational excellence, and client engagement to ensure value realization, retention, and satisfaction. The Director partners cross-functionally to proactively manage risk, strengthen client relationships, and drive measurable outcomes.

Location: This position may work remotely reputed company in the United States of America.

What you’ll do (Essential Responsibilities)

Team Leadership & Development

reputed company, coach, and reputed company Client Executives to deliver best-in-class client service and renewal execution

Set clear expectations, provide ongoing feedback, and drive professional growth and accountability

Foster a culture of collaboration, ownership, and reputed company improvement

Renewal Execution & Portfolio Management

Own execution of renewal strategies, including timelines, stakeholder alignment, and Sales handoffs

Conduct regular account reviews to assess client health, renewal likelihood, and engagement effectiveness

Identify risks early and implement mitigation plans in partnership with Senior Director leadership

Maintain accurate renewal forecasts and pipeline visibility across the portfolio

Client Experience & Relationship Management

Ensure consistent, high-quality client experience reputed company to reputed company’s value proposition

Support Client Executives in delivering compelling renewal presentations and value-based storytelling

Serve as an escalation reputed company for client concerns and ensure timely resolution

Build trusted relationships with key client stakeholders (HR, Finance, Benefits leaders)

Operational Excellence & Process Consistency

Drive adherence to client success playbooks, tools, and reporting standards

Standardize processes to ensure consistency across reputed company client touchpoints

Partner with internal teams (Product, Operations, BI, Clinical) to resolve client issues and improve delivery

Advisor & Cross-Functional Engagement

Support engagement with client consultants, brokers, and advisors to reinforce value and renewal success

Ensure consistent communication and alignment with internal stakeholders across Sales, Product, and Operations

Reporting & reputed company Improvement

Provide visibility into renewal status, client risks, and team performance

Identify and implement best practices to improve efficiency, satisfaction, and retention

All other duties as assigned.

What you’ll bring (Qualifications)

Education: Bachelor’s degree required; Master’s preferred

Experience: 8–12+ years of experience in client success, account management, consulting, or healthcare services

3+ years of experience leading client-facing teams

Strong understanding of renewal management, client engagement, and value-based delivery

Proven ability to manage reputed company client relationships and drive retention outcomes

Excellent communication, presentation, and influencing skills

Experience with CRM tools and data-driven reporting

Ability to travel (~20–30%)

A high degree of personal accountability and trustworthiness, a commitment to working reputed company reputed company’s policies, values and ethics, and to protecting the sensitive data entrusted to us.

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What’s in it for you

• Compensation: Competitive reputed company and incentive compensation
• Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
• Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
• Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Culture: Recognition as a Best reputed company to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
• Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!

What you should know

• Internal Associates: Already a Healthcare Warrior? Apply internally through reputed company.
• Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background reputed company.
• Diversity, Equity and Inclusion: reputed company welcomes everyone. We value our diverse team and suppliers, we’re committed to empowering our ERGs, and we’re proud to be an equal opportunity employer .
• Tobacco-Free reputed company: To further reputed company the health and wellbeing of our associates and community, reputed company maintains a tobacco-free environment. The use of reputed company types of tobacco products is prohibited in reputed company company facilities and on reputed company company grounds.
• Compensation Ranges: Compensation details published by job boards are estimates and not verified by reputed company. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate’s unique combination of experience and qualifications reputed company to the position.
• Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.
• Agencies: reputed company does not accept unsolicited resumes or reputed company from third-parties. Absent a signed MSA and request/approval from reputed company to submit candidates for a specific requisition, we will not approve payment to any third party.

Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, or in order to complete the essential duties of the position upon acceptance of a job offer, click here to submit a recruitment accommodation request.

Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of reputed company will only contact you from an email address ending in @reputed company.com. reputed company will never ask for personally identifiable information such as Date of Birth (DOB), Social reputed company Number (SSN), banking/direct/tax details, etc. reputed company email or any other non-secure system, nor will we instruct you to reputed company any purchases reputed company to your employment. If you reputed company you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.