Tivity Health

Operations

• Serves as the primary point of contact to participating locations for day-to-day service delivery and is ultimately responsible for provider satisfaction with service delivery.
• Drives a positive member experience through our provider network.
• Creates and builds relationships with fitness provider location management and staff via telephonic and electronic communications, resolving issues and directing appropriate resources and staff to assure the successful day-to-day delivery of Tivity Health products.
• May also interact with fitness center staff and support specific large community events and health plan events in person.
• Support new contract and new location implementations.
• Support contract renewal discussions by capturing partner feedback and ensuring contract terms reflect current service delivery needs.
• Identify opportunities for contract amendments to improve efficiency, reimbursement alignment, or member experience, and coordinate with internal teams to implement.
• Provides business consultation to participating locations using tool kits and other member engagement materials.
• Provides support and assistance to marketing, sales and client relations teams to promote our products, including the exploration of avenues for increased utilization of the products.
• Provides program updates and training to participating locations.
• Follows up on customer service issues with fitness provider locations, members and health plans.
• Develops action plans/strategies to drive utilization and improve customer service at provider locations.
• Establishes and maintains accurate and complete records of all communications.
• Support other initiatives, projects and pilots related to our participating location network, as needed.

Senior Account Operations Specialist

Vice President

• Build, maintain, and grow long-term, high-value relationships with key accounts across fitness chains and strategic partners.
• Develop and execute strategic account plans that align with customer objectives and drive revenue growth.
• Negotiate and manage complex, multi-year contracts with fitness organizations.
• Lead, mentor, and develop a team of Strategic Account Directors/Managers to achieve individual and team targets.
• Partner with marketing, product, operations, and customer success teams to deliver seamless client experiences.
• Analyze account performance, market trends, and competitor activity to inform strategic planning.
• Serve as an executive sponsor for key accounts, ensuring the highest level of client satisfaction.
• Drive contract renewals, upsells, cross-sells, and partnership expansions.
• Represent the company at industry events, conferences, and client meetings as a trusted brand ambassador.
• Develop and execute strategic account plans to deliver benefit for Medicare Advantage and commercial health plan partners.
• Cultivate and maintain executive-level relationships with internal and external executive decision-makers.
• Identify and deliver opportunities to expand program adoption, drive member engagement, and manage contract value through renewals, upsells, and new initiatives.
• Lead a team of Strategic Account Managers to deliver on revenue, retention, P&L, and client/partner satisfaction goals.
• Collaborate cross-functionally with operations, product, marketing, and finance to deliver tailored approaches for each strategic account.
• Serve as an executive sponsor for key accounts, ensuring proactive communication, alignment on goals, and rapid resolution of issues.

VP, Strategic Accounts (Fitness Network Partners)

Strategy

• Explore and develop strategies to strengthen existing products, provide more value to current clients and diversify into new markets and products. This could be through internal development, partnerships or M&A.
• Gather and synthesize data to define strategic growth concepts, testing and roll-out approach, and determine high-level features.
• Lead the development of business cases for strategic growth concepts and determine their ROI for Tivity Health.
• Oversee the execution of strategic growth initiatives from concept through launch, ensuring alignment, accountability, and measurable results
• Partner closely with product to deliver detailed use cases / pilot / product details for product to own and productize
• Act as a strategic connector across departments to facilitate execution, foster collaboration, and ensure organizational alignment with strategic goals.
• Work closely with sales and client relations to understand customer and prospect feedback and integrate it into strategic initiatives and pilots
• Lead communication efforts related to strategic growth initiatives, ensuring teams are engaged, informed, and empowered to succeed.
• Stay up-to-date with trends in healthcare, fitness and wellness industry, bringing that external perspective into solutioning.
• Approach everything with consumer and customer needs in mind, working through internal challenges to drive value for consumers and customers.
• Support / manage key partnerships within the organization (e.g. Apple Fitness)

Senior Account Operations Specialist

VP, Strategic Accounts (Fitness Network Partners)

Senior Director, Strategic Development