Director, Client Success

HMA is the premier third-party health plan administrator across the PNW and beyond. We relentlessly deliver on our promise to provide medium to large-size employers with customized health plans. We offer various high-quality, affordable healthcare plan options supported with best-in-class customer service.
We are proud to say that for four years, HMA has been chosen as a 'Washington's Best Workplaces' by our Staff and PSBJ™. Our vision, 'Proving What's Possible in Healthcare™,' and our values, People First!, Be Extraordinary, Work Courageously, Own It, and Win Together, shape our culture, influence our decisions, and drive our results.
What we are looking for: We are always searching for unique people to diversify our team. We only hire people that care deeply about others, thrive in evolving environments, gain satisfaction from being part of a team, are motivated by tackling complex challenges, are courageous enough to share ideas, action-oriented, resilient, and results-driven.
What you can expect: You can expect an inclusive, flexible, and fun culture, comprehensive salary, pay transparency, benefits, and time off package with plenty of personal development and growth opportunities. If you are looking for meaningful work, a clear purpose, high standards, work/life balance, and the ability to contribute to something important, find out more about us at: https://www.accesshma.com/
How YOU will make a Difference:
The Director, Client Success, is charged with leading a team of Client Success Managers to implement exceptional persistency and client engagement metrics. This role will establish a portfolio-based consultant culture (working closely with Sales and Sales Operations) in which Client Success managers are responsible for managing their collective teams. These teams will be responsible for broker and client relationships, retention, and the cross-selling of products and services within their respective books of business.
What YOU will do:
Client Engagement and Leadership:

• Partner with Sr. Director, Client Success to establish and drive a proactive culture within the Client Success team, fostering a mindset centered on consistently anticipating and addressing client needs.
• Coach Client Success Managers on establishing a proactive, "always solving client needs," mindset and culture within the Client Success teams. Partner with internal and external marketing resources to build a feedback mechanism so HMA can always 'listen' to our clients. Manage renewal deal leadership, development, negotiation, and closure.
• Regularly present the HMA value proposition to brokers, clients, and HR teams.

Partnership: Collaborate with both internal and external marketing resources to develop a comprehensive feedback mechanism, enabling HMA to continuously listen to and address client concerns.
Renewal Strategy: In the lead role and partnering with Finance, oversee the development of the annual renewal strategy. With the goal of ensuring the highest standards of retention through a high value consultative approach.
Team Leadership & Development: Oversee the day-to-day management of the Client Success managers and their teams. Develop a multi-year development strategy to support both existing and new hire account managers and associate's knowledge growth.
Partner Engagement & Leadership: Develop an unmatched rapport with HMA's distribution partners (e.g., brokers) so we continue to earn their trust and become their go-to for advice. Establish HMA's reputation as a thought-leader in the benefit administration space by surfing the cutting edge of health, wellness, and technology trends, developing a broad, valued-focused network, and ultimately become a sought-out thought-leader.
Operational Improvement: Collaborate closely and effectively with Product Management and other HMA cross-functional leaders to ensure information flow and alignment with client needs and business operations. Engage with operations to understand improvements to service and process and ensure that the root cause of customer pain points are addressed. Ensure the client's voice is represented and considered as changes are made. Partner with marketing to communicate improvements to customers.
Knowledge, Experience, and Key Attributes needed for Success:

• Bachelor's degree required, and Master's preferred, in relevant field of study
• Proven skill in creating and implementing long-term strategies for growth and retention.
• Over 10 years of experience in developing and implementing strategies to enhance processes, training, and operations for customer-facing and relationship-focused teams.
• 10+ years of experience and a demonstrated track record of accomplishments in sales / account management (preferably in healthcare or the insurance industry, or in an industry with a partner distribution channel)
• A minimum of 10 years' experience building teams and leading change to spark innovative growth and create a new mindset.
• Experienced working with executive leaders of existing and prospective clients and in coaching teams to effectively present and communicate at that level.
• Willingness to move fast and take calculated risks in an ambiguous, rapidly changing environment and to skillfully lead teams through change with inspiration.
• Outstanding presentation skills, experience in planning and more importantly executing critical client meetings. Vast library of content and ideas upon which to draw
• Possesses strong and deep network and has ability to tap talent to drive team goal attainment.
• Life and Disability (Health) Insurance Certificate required.
• This role is primarily remote, with regular multi-state travel required to HMA offices, clients, brokers, conferences, and events.

CompensationThe base salary for this position in the greater Seattle area is $168,000-$239,000 and varies dependent on geography, skills, experience, education, and other job or market-related factors. Performance-based incentive bonus(es) is available. In addition, HMA provides a generous total rewards package for full-time employees that includes: seventeen (IC) days paid time off; eleven paid holidays, one paid personal and one paid volunteer day; company-subsidized medical, dental, vision, and prescription insurance; company-paid disability, life, and AD&D insurances; voluntary life insurances; HSA and FSA pre-tax programs; 401(k)-retirement plan with company match; wellness incentive and reimbursement; remote work and continuing education reimbursements; discount program; parental leave; and a charitable giving match. For more information about HMA, visit www.accesshma.com .
Disclaimer: The salary, other compensation, and benefits information are accurate as of this posting date. HMA reserves the right to modify this information at any time, subject to applicable law.
In addition, HMA provides a generous total rewards package for full-time employees that includes:

• Seventeen (IC) days paid time off (individual contributors)
• Eleven paid holidays
• Two paid personal and one paid volunteer day
• Company-subsidized medical, dental, vision, and prescription insurance
• Company-paid disability, life, and AD&D insurances
• Voluntary insurances
• HSA and FSA pre-tax programs
• 401(k)-retirement plan with company match
• Annual $500 wellness incentive and a $600 wellness reimbursement
• Remote work and continuing education reimbursements
• Discount program
• Parental leave
• Up to $1,000 annual charitable giving match

How we Support your Work, Life, and Wellness Goals
At HMA, we believe in recognizing and celebrating the achievements of our dedicated staff. We offer flexibility to work schedules that support people in all time zones across the US, ensuring a healthy work-life balance. Employees have the option to work remotely or enjoy the amenities of our renovated office located just outside Seattle with free parking, gym, and a multitude of refreshments. Our performance management program is designed to elevate career growth opportunities, fostering a collaborative work culture where every team member can thrive. We also prioritize having fun together by hosting in person events throughout the year including an annual all hands, summer picnic, trivia night, and a holiday party.
We hire people from across the US (excluding the state of Hawaii and the cities of Los Angeles and San Francisco.)
HMA requires a background screen prior to employment.
Protected Health Information (PHI) Access Healthcare Management Administrators (HMA); employees may encounter protected health information (PHI) in the regular course of their work. All PHI shall be used and disclosed on a need-to-know-basis and according to HMA's standard policies and procedures.
HMA is an Equal Opportunity Employer.
For more information about HMA, visit www.accesshma.com .