Senior Director, Client Success

SENIOR DIRECTOR, CLIENT SUCCESS

Who We Are:

TurningPoint Healthcare Solutions is a leader in advanced clinical and technology-enabled complex condition management. TurningPoint provides an innovative suite of specialty care management services and technologies that enable health plans and employers to improve the safety, quality, and affordability of healthcare. Through its platform and specialized team of clinical experts, TurningPoint works collaboratively with providers to deliver optimal care. TurningPoint offers condition-specific, quality-driven, value-based care management services that optimize care from diagnosis and discovery through recovery. TurningPoint’s comprehensive and integrated suite of services enhances the support individuals need, at the time they need it most.

Since launching in 2015, TurningPoint has provided support to more than 50 million people nationwide across numerous clinical specialties including musculoskeletal, pain management, cardiology, wound care, ear/nose/throat, and sleep. TurningPoint’s model moves beyond denial-based care to holistic condition management that improves outcomes and reduces cost. TurningPoint is an independent organization, not owned or affiliated with a health plan or provider system.

Position Summary:

The Senior Director, Client Success will be responsible for managing several simultaneous relationships with national and regional payer clients to deliver on TurningPoint’s value proposition and identify and execute partnership expansion opportunities, program renewals and renegotiations. As the primary point of contact and escalation for 4 – 8+ clients, you'll drive revenue retention and expansion efforts by creating and executing comprehensive client retention and growth strategies. You will be the primary owner of each client's success, proactively mitigating risks, resolving escalations, and championing solutions that ensure TurningPoint’s value proposition is consistently communicated and delivered.

In this role, you'll be instrumental in fostering enduring partnerships, amplifying the client's voice within TurningPoint, and creating strategic account plans that align with evolving goals. By collaborating closely with internal cross-functional teams, you'll implement process improvements that elevate the client experience, all while maintaining a focus on the metrics that drive satisfaction and service excellence. Success will depend on your ability to work across internal teams, execute client goals and priorities, and navigate ambiguity and rapid change.

Roles & Responsibilities:

• Executive level relationship management of 4 – 8+ clients, as the primary relationship and escalation contact with each client
• Revenue retention and expansion; responsible for owning the development and execution of client retention and growth strategies, working closely with the TurningPoint Executive team and Client Success team
• Ownership over the success of each client, including expansion opportunities, contract negotiation, strategic initiatives, new product launches, relationship development, and service excellence
• Identify, manage, and resolve client risks and escalations, delegating where appropriate, and proactively develop solutions to improve TurningPoint ‘stickiness’
• Present the value that TurningPoint brings to your clients through regular strategic meetings with Executive Leadership and day-to-day contacts, on-sites, and quarterly business reviews
• Build client relationships that will foster long term partnerships; champion the customer's voice, interests, and feedback within TurningPoint
• Develop strategic account plans for each client, maintaining a view of the full client journey; identify themes, trends, and strategic priories for executive leadership, both internal and external
• Collaborate with cross-functional TurningPoint teams (Growth, Marketing, Finance, Operations, Data Analytics, Product, Clinical, Compliance, Legal, etc.) to implement Client experience process improvements
• Develop deep understanding of the metrics that drive client satisfaction and service, including the monitoring and tracking of client SLAs
• Create a positive environment that encourages transparent communication that is core to collaborative work relationships
  
  
  

Qualifications:

• A bachelor’s degree and 8 – 10+ years of experience in a high-performing healthcare Client Success / Account Management role; Experience in a tech-enabled healthcare services company partnering with national and regional payers is a plus
• Successful track record of driving renewals and new business development within existing clients
• Experience managing complex contract negotiations and pricing model development
• Experience managing several large-scale simultaneous client relationships
• Experience and comfort using data to share insights and make actionable recommendations.
• Excitement for building new processes and tackling new challenges; skilled at problem-solving, exhibits attention to detail, and is driven to continuously enhance team performance
• Proven track record of working cross-functionally to drive alignment and decision-making where there may be competing priorities
• Strong communication skills, both in email, conference calls, and 1:1 calls, will be critical to success in working with cross-functional team members and executive leadership
• High EQ; ability to foster effective teamwork, align to a shared goal and resolve conflicts constructively, and cultivate strong relationships with colleagues and stakeholders
• Intellectually curious and low ego; willing to invest several months into developing a deep understanding of TurningPoint’s services and products
• Willingness to travel to clients for in-person meetings
  
  
  

TurningPoint Healthcare Solutions is an Equal Opportunity Employer