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Director, Client Management



United States · Remote
Posted on Tuesday, July 9, 2024

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Client Management Director plays a critical role in building executive level relationships within the Employer or HSG book of business and is responsible for both strategic and functional oversight of a high profile book of business. This position is responsible for developing critical internal stakeholder relationships with Product, Clinical, and client teams, as well as key Strategic/Large clients assigned. Understanding the drivers of client satisfaction and retention are critical skills for the role. The Client Management Director will be responsible for relationship management of a strategic book of employer or HSG business.

The position requires an individual who can balance client management and strategic influence, as well as mobilize and motivate Teladoc’s internal departments and resources to resolve issues. The Client Management Director will play the primary role in developing and supporting retention and growth strategies, which include contract renewal and product expansion.

Essential Duties and Responsibilities

  • Book of Business Management
    • Work cross functionally to develop the internal strategy, positioning and support for the employer or HSG team.
    • Oversee client strategy including marketing, technology, renewals, and product offerings.
    • Increase and manage existing revenue annually through retention and upsell opportunities.
  • Relationship Management
    • Oversee all complex internal and external interactions related to the clients, ensuring the best interest of the client and Teladoc.
    • Excellent communication including presentations, negotiations, and C-suite level engagement.
    • Coordinates with sales to develop successful client hand off/management activities.
    • Continuous improvement thinking to improve processes, products, and client experience.
    • Ability to successfully negotiate and close a deal.
    • Demonstrates strategic thinking with an entrepreneurial spirit.
    • Perform client review calls and face-to-face meetings to review value creation, reporting, additional training needs, project status, outstanding issues, and opportunities to integrate additional Teladoc services.
    • Coordinate client administrative details with Finance, Operations, Data Transfer, Legal, and IT.
    • Cultivate and maintain positive relationships with key stakeholders.
    • Support key client sales and retention efforts.
    • Provide internal management information to assist in the updating of monthly forecasts and billing.
    • Use Salesforce database to log activities and sales opportunities and manage Client Management team to do so as well.
    • Develop relationships with clients to support clients use for reference, speaker, and media requests
    • Become the key point of escalation for the client and know when to engage senior leadership with the client strategically.

Qualifications Expected for Position

  • Master’s degree preferred
  • 10+ years successful team leadership, preferably in a healthcare environment.
  • 10+ years successful account management of large employers, preferably in a healthcare environment.
  • 10+ years successful project management experience, preferably in a healthcare environment.
  • Exceptional relationship building & problem-solving skills
  • Proficiency in using electronic tools for gathering and storing client information
  • Excellent written and verbal communication skills
  • Excellent organizational skills as well as close attention to detail required

The base salary range for this position is $135,000 - $145,000. In addition to a base salary, this position is eligible for performance bonus, RSU’s, and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.