Director of Client Success, Payer Risk Adjustment

The Director of Client Success will report to the VP of Client Success and be responsible for strategically building and managing customer relationships. This leader will have accountability for customer partnerships from an operational and delivery perspective working closely with Client Success Managers. The Director of Client Success will communicate regularly with customer executives to ensure and enhance satisfaction, defining and executing retention strategies, setting and managing customer expectations, and ensuring Datavant is delivering against its customer business cases.

Your will be responsible for:

• Client Experience




• Build and maintain strong relationships with internal departments and external stakeholders, with a focus on Executive sponsors and department heads.
• Ensure high levels of client satisfaction and retention
• Serve as an escalation point for client issues, ensuring issues are resolved quickly by leveraging resources across the company
• Interpret client needs and provide expertise for internal product development and advanced development teams
• Serve as liaison between clients and internal teams (e.g., Product Development, Sales, Technical Support, etc.)




• Operational Excellence




• Proactively engage clients and provide key insights to evaluate clients' success with our solutions and to ensure that we provide positive value delivery in alignment with client expectations.
• Manage coordination, tracking, and reporting of all things related to client projects.
• Ensure smooth communication between internal stakeholders through regular reporting and information sharing (daily, weekly, or quarterly reports, meetings, and status updates, etc.).
• Identify project risks that impact the quality of our product and services delivery to clients, timelines, or fiscal goals, and collaborate with Datavant teams to escalate and create solutions.
• Own client operations project management processes, tools, reference materials, and cross-functional usage.
• Identify, define, and execute process improvements aligned with departmental needs and organizational goals.
• Partner with the coding operations, coding quality, data integration, product, and engineering teams to identify, prevent, and resolve issues affecting client projects




• Leadership & Team Development




• Provide visionary leadership to a team of Client Success Managers, fostering a high-performance culture that encourages innovation and continuous improvement.
• Support and develop a team of Client Success Managers to provide product implementation services, drive client success, and enhance long-term client partnerships.
• Mentor and develop team members, ensuring they have the skills and resources needed to excel in their roles.
• Allocate Client Success Managers to clients, ensuring that these resources build strong relationships with clients while demonstrating mastery of the products and services the client is using, and effectively manage client value.
• Work proactively and collaboratively with other Client Success and Operational leaders to build a team culture that yields outstanding project value and fosters engaged, productive, and loyal employees.
• Translate complex project and performance data into clear, actionable updates for executive stakeholders.
• Represent the client voice in cross-functional executive forums and strategic planning sessions.

• Bachelor's degree in Business, Operations Management, or a related field; MBA or equivalent advanced degree preferred.
• At least 8 to 10 years of experience in healthcare technology with specific expertise in the implementation of large programs across varied healthcare organizations, including health plans and provider organizations
• Hands-on experience implementing cloud-based / SaaS based technology products for use by external clients and ability to articulate product benefits
• Strong relationship-building and client management skills
• Experience working in a highly dynamic, scaling technology company
• Detail-oriented and collaborative leader willing to roll up their sleeves and get it done
• Proven track record of building and leading high-performance teams in a fast-paced, dynamic environment.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization
• Strong analytical and problem-solving skills, with a strategic mindset and a focus on continuous improvement.
• Familiarity with CMS HCC risk adjustment processes preferred

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