Director, Client Success

Director Client Success 

Application Window: closes 12/9/2024

Pay Range: $125,000 - $140,000

All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. 

Variable Compensation Sales:

The position is also eligible for bonus and/or commissions under the applicable variable compensation plan.  Bonus/commissions are earned based on achievement of performance metrics under the plan.   

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.  Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.  For more detailed information, please click here. 

The Director, Client Success is responsible for setting the client success service and growth strategy and plans for execution of the Labcorp Employer Services business unit. This individual ensures strategies to retain business are implemented across all customer segments. Growth strategies are implemented to meet revenue targets and client expansion development goals. This individual is responsible for developing a consultative sales skill set across the client success team and ensures an exceptional client experience and expansion of the Labcorp products and services within the existing client base.   

This Client Success leader partners with Business Development to ensure smooth transitions from sales to client success and creates partnerships with contracting, marketing, and core internal business leaders to ensure the customer experience is seamless for the external customer and efficiently executed for internal colleagues. 

This role reports to the Sr. Director of LES Sales.

Required Education and Qualifications

• Bachelor’s degree with 7+ years of enterprise sales experience within healthcare, benefits, risk management, wellness, supporting the employer, health care, business marketplace, including at least 2 years of experience as a People Leader.
• Significant and proven results in leading business development teams serving C-Suite decision-makers 
• Evidence of outstanding sales performance including exceeding quotas, winning sales awards, etc. 
• Ability to travel to client locations—approx. 25% travel. 
• Ability to challenge the status quo and champion new Client Success initiatives; acts as a catalyst for change and stimulates others to change; manages implementation effectively.
• Ability to lead Client success team: evolve & adapt organizational structures, as needed, to maintain cadence with the business needs. 
• Strong planning, organization, and attention to detail combined with subject matter experience and expertise is required to navigate the needs within LES Client Success.
• Builds and develops talent within the area responsibility, supporting career planning, engagement, and performance management to ensure value add to the business and to foster team engagement, motivation, retention, and resiliency.
• Ability to effectively, interact with, work with, and develop meaningful relationships with people of various cultural backgrounds. 
• Important qualities include emotional intelligence, creative thinking, ability to inspire others, and listening skills to represent Labcorp in a professional manner to advance LES Client Success. 

Roles & Responsibilities 

• People leader of 14 Client Success team members
• Identifies, develop client success retention and growth resulting in profitable growth expansion from existing client relationships. 
• Defines goals for client expansion, target relationships to grow the product mix  
• Develops both strategic growth models and more tactical approaches aimed at growing the product mix and revenue base. 
• Ensures that all assigned direct customers include a service plan and year-end review discussion/meeting resulting in clearly identified customer expectations and requirements that align with Labcorp Employer Services product requirements and SLA’s.  
• Collaborates with the cross functional leaders to identify opportunities for improvement and service delivery, ensures that internal processes/SLAs are followed to ensure that the operational teams are set up for success to deliver per standard product set/SOPs/requir