Customer Success Manager

• Imagine Pediatrics is seeking a Director, Partner Success to drive client engagement and growth within the Partner Success Department.
• This leader will play a critical role in managing a geographic region of plans, with key business results related to client retention and satisfaction, contractual operational and financial performance, account expansion, and scaling for growth.
• Responsible for the growth, health, and success of Imagine Pediatrics client partnerships in a dedicated region
• Lead development of a cross-company Strategic Account Plan for our key client partnerships that outlines strategic objectives, actions, and expected results
• Build and maintain strong and lasting partner relationships and operate as the ongoing point of contact for client partners
• Track and manage contractual requirements to ensure deliverables and reporting are timely and accurate
• Collaborate with the market teams to lead Joint Operating Committee meetings
• Identify new growth opportunities in collaboration with business development
• Partner with VP of Partner Success to build an oversight model to successfully manage multiple plans within a region at scale
• Develop and deliver a roadmap of tools and processes required to support strong and scalable ongoing client delivery (e.g. Strategic Account Plans templates)
• As the team grows, supervising manager and associate level team members.
• Drive resolution of client escalations; coordinate with internal resources to deliver for the team and client
• Champion clients’ needs and represent their interests in critical issue resolution
• Collaborate across the organization to ensure all deliverables and milestones are met with quality and excellence
• Clearly communicate the progress of strategic initiatives, both internally and externally
• Organic growth: Provide input to the product and solution development process as the “voice of the customer”

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