Director, Client Experience

Datavant is a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

If you are seeking a role where you can have a direct impact on the client experience, lead a team of talented individuals, and contribute to a meaningful mission in healthcare, this position as Director, Client Experience for our Payer team is the perfect opportunity for you. Join our team and be part of an exciting journey as we revolutionize the healthcare industry together.

You Will:

• Operate as the lead point of contact for any and all matters specific to the strategic customer(s) you are serving.
• Serve as primary escalation point for client executives and work with client leadership to ensure we are on a path to develop (or keep) high NPS scores.
• Lead 5-8 account managers to ensure the client experience is outstanding and that all meeting formats, communication, and reporting are consistent.
• Communicate the progress of project initiatives to internal and external stakeholders.
• Forecast and track key account metrics and service level agreements.
• Create summaries of all legal contracts to fully understand our contractual commitments and consistently identify opportunities to improve how we can optimize our contractual relationships with customers.

Position Requirements:

• This position requires a commitment to the principle of “No Job too Big; No Job too Small” - the Director will need to have a deep understanding of Account Manager roles/responsibilities so as to be a good coach and leader (and jump in, as needed).
• Strong history of individual and team development (e.g., development of training programs). 
• Strong interpersonal skills and a collaborative management style.
• Proven service delivery experience related to software and services.
• Experience working with Payors (preferred).
• Experience in delivering client-focused solutions based on customer needs.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening, negotiation, and presentation skills
• Ability to learn and relay new information quickly.
• Strong interpersonal skills and a collaborative management style.
• Ability to listen effectively to find the root cause of issues and manage any conflicts with customers and resolve issues.
• Project management / Six Sigma / PMP / LEAN certifications in continuous improvement methodology
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization including C-suite and C-suite minus 1.
• Knowledge of risk management or proven ability to learn challenging new topics quickly. 
• Intermediate to strong Excel skills (matching, lookups, pivot tables).
• An entrepreneurial mindset (how do we automate, improve, transition).
• The ability to organize productive client meetings and develop appropriate content for quarterly and bi-quarterly strategic meetings.
• The ability to work cross-functionally in a matrix environment. 

Key achievements within first year:

• Ensure all direct reports have been evaluated in a 9-box methodology and follow up with appropriate next steps and growth options.
• Understand new products well enough to train and develop a team to pitch those solutions effectively and convey why they generate value for the customer.
• Identity (and demonstrate ability to execute or manage execution) of ~dozen changes that will increase efficiency, leading to a better client experience.
• Reliably stand in for the Head of Client Experience on forecasting or client recovery issues.
• Manage cross-functional teams to reach consensus on root causes of suboptimal issues, document findings, and develop a plan on what it would take to reduce reoccurrence at fas