Client Development Director

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states. Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

ABOUT THE JOB

The Client Development Director is responsible for working hand in hand with operations leadership to:

• Reduce Client Risk: Proactively identify and mitigate risks across the client portfolio.
• Retain and Renew Existing Clients: Develop and execute strategies to foster long-term client loyalty and secure contract renewals.
• Drive Client Growth and Expansion: Uncover opportunities to expand services, cross-sell, and grow revenue within the client base.

ESSENTIAL DUTIES & RESPONSIBILITIES

Risk Mitigation

• Contract Terms: Work with operators to closely examine contract terms, especially clauses related to pricing, service-level agreements (SLAs), termination rights, and renewal options. Flag accounts with unfavorable terms that expose the company to excessive risk.
• Margin Analysis: Work with finance to identify clients with low or negative margins. Prioritize these accounts for potential restructuring.
• Book of Business Prioritization: Assess the level of dependency each account has on the company's products or services. Accounts that represent a significant portion of revenue or are mission-critical to the client's operations should be carefully managed.
• Restructuring Strategies: Assist operations with tailored strategies to improve margins, optimize contract terms, diversify client dependencies, and streamline operations for high-risk accounts.

Client Retention and Renewal

• Relationship Management: Establish and maintain strong relationships with C-suite and executive-level stakeholders at key accounts.
• Retention Strategy Development: Develop and execute client-specific retention strategies to foster long-term loyalty and secure contract renewals.
• Client Health Monitoring: Regularly review client health indicators and proactively address any areas of risk to prevent churn.
• Service Excellence: Work with operators to assist in delivering exceptional client service and support to exceed expectations and nurture lasting partnerships.
• Competitive Bid RFP and proposal components: Assist in developing comprehensive, client-tailored RFP responses that strategically showcase organizational capabilities, assemble expert pursuit teams, and support internal review processes to maximize business retention and associated opportunity acquisition.

Growth and Expansion

• Opportunity Identification: Leverage data insights to uncover new growth potential with existing clients, such as opportunities to expand services, cross-sell, and up-sell.
• Strategic Account Planning: Collaboratively develop strategic account plans to drive increased wallet share and maximize business impact.
• Contract Negotiations: Negotiate contract renewals and expansions with a focus on optimizing pricing, terms, and mutual value creation.
• Client Advocacy: Champion the voice of the client within the organization to drive product enhancements and better align solutions with their evolving needs.

Leadership and Strategic Direction

• Strategic Recommendations: Provide strategic recommendations to senior leadership on account planning, client segmentation, and go-to-market strategies.
• Leadership Development: Mentor a team of client success and operations professionals to elevate service delivery and drive exceptional client experiences.
• Cross-Functional Collaboration: Collaborate closely with operations, finance, and other teams to ensure alignment between client needs and organizational capabilities.
• Continuous Improvement: Analyze client data and performance metrics to uncover insights and opportunities for process improvements and innovation.

QUALIFICATIONS

Bachelor’s Degree and 5 to 7+ years of experience in client management, account management, broker or consultant or a similar client-facing role or equivalent combination of education and experience. Prior experience working in a healthcare or service-driven industry preferred.

• Proficiency in using customer relationship management (CRM) and data analytics tools
• Proven track record of successfully growing revenue and expanding existing client relationships
• Strong consultative sales and negotiation skills with the ability to navigate complex organizations
• Demonstrated expertise in developing and executing client retention and expansion strategies
• In-depth understanding of client success best practices and customer retention strategies
• Strong financial acumen with expertise in understanding and pulling insights from financial analysis, strategic modeling, and performance evaluation.
• Excellent communication, presentation, and relationship-building skills

DESIRED ATTRIBUTES

Strategic Mindset

• Ability to think critically and identify innovative solutions to complex client challenges
• Skill in developing long-term, strategic plans to retain, grow, and expand client relationships
• Aptitude for making data-driven decisions and translating insights into actionable strategies

Consultative Approach

• Strong interpersonal and communication skills to build trust and credibility with clients
• Talent for active listening and understanding the nuances of each client's unique needs
• Capability to provide strategic counsel and valuable insights to client stakeholders

Relationship Management

• Proficiency in developing and maintaining productive working relationships at all levels
• Talent for navigating complex organizations and building cross-functional partnerships
• Skilled in conflict resolution and negotiation to find mutually beneficial outcomes

Client Advocacy

• Passion for championing the voice of the client within the organization
• Commitment to ensuring client needs are heard and incorporated into product roadmaps
• Ability to serve as a trusted advisor and strategic partner to key accounts

Operational Excellence

• Familiarity with client success best practices and operational delivery models
• Skill in identifying and addressing operational inefficiencies or pain points
• Capability to collaborate effectively with internal teams to ensure seamless client service

Strategic Leadership

• Ability to provide strategic recommendations to senior leadership on account planning, client segmentation, and go-to-market strategies
• Talent for aligning cross-functional teams around shared client-centric goals and initiatives
• Skill in anticipating market trends and industry changes to proactively adapt the client strategy

Pay Range: $110,000 - $150,000/yr

The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level.

We are accepting applications for this position until a candidate has been selected.  To apply to this position and learn more about open jobs at Marathon Health, visit our careers page.

Marathon Benefits Summary

We believe in empowering teammates to do their best work and build better healthcare. Below are some of our benefit offerings. Eligibility is based on 24/hr week.

• Health and Well-Being: Free Marathon membership for in person and virtual care, employer paid life and disability insurance, and choice in medical/dental plans, vision, employer funded HSA, FSA, and voluntary illness, accident and hospitalization plans. Benefits are effective on the first of the month following date of hire. 
• Financial Support: Competitive compensation, 401k match, access to financial coaching through our Employee Assistance Program
• Lifestyle: Paid time off for vacation, sick leave, and more, holiday schedule