99 applicants

Company

Lantern · 15 hours ago

Director, Client Services, Strategic & Enterprise

Remote, USA

Full-time

Remote

Director/Executive

5+ years exp

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Responsibilities

Lead, mentor, and manage Client Success Managers to ensure high performance and professional development.

Develop and implement strategies to enhance client satisfaction and success across the team.

Foster a collaborative and positive team environment focused on achieving client success goals.

Assess talent, provide feedback, develop opportunities for career progression for Client Success Managers

Manage change within fast-growing or evolving teams, with an ability to guide teams through scaling efforts and structural changes.

Oversee the team responsible for managing day-to-day client relationships, ensuring client needs are met and exceeded.

Own the creation and ongoing management of key metrics and dashboards, ensuring a data-driven approach to monitor client satisfaction, team performance, and process effectiveness

Work closely with senior leadership to make sure Client Service efforts match the company's priorities, using your influence to keep our focus on meeting client needs at every level

Guide the team in handling member escalations with a sense of urgency and professionalism.

Ensure effective resolution of escalated issues through collaboration with internal teams.

Oversee the management of the open items log, ensuring all client-related tasks and issues are tracked and resolved in a timely manner.

Provide guidance to the team on prioritizing and addressing open items.

Develop strategies to streamline marketing approval process

Collaborate with the marketing team to create targeted campaigns and communications.

Serve as a strong advocate for clients within the organization, ensuring their needs and concerns are addressed.

Gather and analyze client feedback to drive continuous improvement in our services and solutions.

Design, deliver, and implement client advocacy, championship, and referral programs in collaboration with marketing.

Define both primary and secondary metrics and dashboards to enable real-time reporting on status and progress towards goals.

Provide insight into what’s driving or limiting the intended output.

Under the supervision of the VP, Client service, create repeatable and scalable processes that reduce time to execute and create a platform for delivering a consistent client experience, in partnership with the Commercial Enablement team.

In partnership with the VP, Client Service, establish systems and processes to ensure effective training and onboarding of team members in collaboration with the Commercial Enablement team.

Provide systems and processes to ensure consistency of service delivery across clients.

Proactively identify opportunities for improvement both within and outside of client success management

Propose solutions to address identified opportunities.

Work closely with sales, marketing, network, member services, and other related functions to ensure a 'one team' approach.

Foster collaboration and alignment across functions to drive client success.

Qualification

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Client Relationship ManagementData-driven insightsTeam managementHealthcare knowledgeProcess improvementCross-functional collaboration

Required

5+ years of leadership developing people with varying experience levels.

A leadership style that aligns with Lantern’s values of collaboration, adaptability, and a client-first focus. This role requires a leader who can foster a positive, team-oriented culture to drive client success.

Demonstrated experience in driving efficient client success management in growth-stage companies, with clear examples of initiatives led. Candidates should be able to share concrete stories and evidence of using data-driven insights to optimize processes, enhance client outcomes, and contribute to company scalability.

Exceptional communication and interpersonal skills.

Proven experience staying organized, focused, and effective when handling multiple tasks and shifting priorities quickly.

Demonstrated ability to work with cross-functional groups and navigate multiple internal stakeholders.