Senior Director of Client Experience Strategy

About Hello Heart:

Hello Heart is the only digital therapeutics company to focus exclusively on heart disease, the leading cause of death for U.S. adults. Through a connected device and mobile app that uses AI, behavioral science, and personalized digital coaching to drive lifestyle changes, Hello Heart empowers people to embrace healthier behavior, which can reduce the risks of high blood pressure and heart disease. It also helps users catch blood pressure readings that are extremely high and encourages them to talk to their doctor to identify potential risk in time. Validated in peer-reviewed studies and trusted by leading Fortune 500 companies, Hello Heart is easy to use and works alongside an employer’s benefits ecosystem. Founded in 2013, Hello Heart is a member of the American Heart Association’s Innovators’ Network and is part of the CVS Health Point Solutions Management program. Hello Heart is backed by leading VCs including Stripes, Khosla Ventures, IVP, Blue Run and Resolute. Visit www.helloheart.com for more information. 

About the role:

Hello Heart is hiring the Senior Director of Client Expereince Strategy, reporting into our SVP of CX and coordinating with an experienced team of Customer Success Managers and Strategic Account Executives and Revenue Operations team members. You will develop and lead the client strategy across our client book of business.  You will be responsible for driving strategies that are results based and have a direct impact on the client health of our customers.

This role will partner with the VP of Customer Success and Sr. Director of Revenue Operations to help drive client outcomes, define, and optimize strategic plans that prove to be successful activities. You will own specific projects around client’s lifecycle and client’s satisfaction, ensuring maximum value throughout onboarding, training and support, and strategy development and overseeing strategy execution.

Responsibilities:

• Drive strategic direction across Book of Business
• Responsible for creating strategic plans in coordination with the SAE/CS team member to drive higher client health.
• Measured by moving at risk clients to health
• Measured by client changing utilization of Hello Heart product 
• Work with Revenue Operations to identify and create trainings that impact health of clients (i.e):
• Negotiation skills
• Overcoming barriers
• Presenting the value story
• Presenting cost savings story
• Objection handling
• Successfully support stakeholder mapping and strategy by customer
• Exceptional ability to communicate and foster positive business relationships
• Experience in customer success with a track record of building and scaling the function 
• Help develop and train teams on the value story of the product through QBRs and ABRs
• Understand risk mitigation for client health
• Understand client ecosystems, how to drive deep integration through ecosystems
• Anticipate business value concerns, poor ROI, and process and related deployment
  obstacles and create strategies to overcome risk
• Ability to understand the client journey from onboarding through years of partnership.
• Identify key metrics which help track client progression and barriers
• Knowledge of macroeconomic factor to deployment of strategies to drive growth and manage risk
• Experience in managing clients in multiple industries (Government, laborers, employer etc.) as well as different size clients and utilizing different strategies based on client definitions

Qualifications:

• Proven problem-solving and strong negotiation skills to train/support CS team
• Proven strategic abilities to impact overall client health
• Proficiency with Salesforce CRM, Google suite, Asana, and slack
• 10+ years of experience leading teams in customer-facing capacity (e.g. Account Management, Client Success, Sales)
• Successful track record of managing at least $50 Million in ARR and managing growth with 100% YoY expansion
• Excellent written and verbal communication skills and presentation skills
• Exceptional ability to communicate and foster positive business relationships
• Ability to build relationships cross functionally
• Excellent organizational skills 
• Proven problem-solving and negotiation skills 
• Must possess the ability to learn quickly and multi-task in a fast-paced environment 
• Travel approximately 30%

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some