Director, Client Enablement

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states. Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

COMPANY OVERVIEW

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states. Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

ABOUT THE JOB

The Client Enablement leader is responsible for creating the operational framework and processes that define Client Success operating procedures at Marathon Health and support the growth and development of the client success and regional operations leaders who manage our client partnerships. 

ESSENTIAL DUTIES & RESPONSIBILITIES

• Develop, manage and institutionalize the Marathon Health Client Success Playbook. Marathon Health is committed to creating a best-in-class client success / account management infrastructure and tools. In this capacity, the leader is responsible for process documentation, identification of best practices and skills enhancement. Including on-going training and education modules for client owners, ensuring that new hires are properly onboarded, and measuring the efficacy of account management training initiatives. Demonstrate use of playbook through targeted client relationships when serving as the strategic advisor to the client owner.
• Own the cross-functional client management processes. Continuously engage with leaders across the organization to drive consistency in how we work with our clients from implementation, reporting, invoicing, salesforce documentation, upsells, etc.
• Marathon Health deploys client tiering which helps us prioritize and utilize our resources effectively. This leader helps to ensure our programmatic approach to client tiering is effective and works to adjust departmental support as needed.
• Evolve the strategic account management experience to significantly improve revenue growth, profitable growth, and year-over-year client satisfaction. Create value for clients, teammates, and suppliers using innovative approaches. Build and develop our Risk, Renewal and Opportunity programming which is defined and deployed through a typical Client Lifecycle:
  • Profiling clients
  • Identifying client decision-makers
  • Targeting opportunities with the greatest return on time invested  
  • Developing action plans
  • Executing (and measuring success) against the plan
• Partner with Sales and participate in professional, effective, face-to-face sales presentations in the market to provide an overview of how Marathon Health partners with our clients and present current examples of client best practices.
• Maintain up to date knowledge on the full scope of Marathon Health operations and services. 
• Maintain professionalism, diplomacy, sensitivity, and tact to portray Marathon Health in a positive manner. 
• Participate in targeted customer entertainment activities, sales meetings, training programs, and conferences as directed. 

QUALIFICATIONS

A bachelor's degree in business, marketing or related fi