Senior Director, Client Experience

About Hello Heart:

Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke – the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association’s Innovators’ Network and CVS Health Point Solutions Management platform. Visit www.helloheart.com for more information.

We are seeking a highly motivated and experienced Senior Director, Client Experience to lead our efforts in ensuring exceptional client satisfaction and fostering strong relationships with our clients.  Reporting to our SVP of Client Experience, you will collaborate with cross-functional teams to drive strategic direction and enhance client outcomes.  We are looking for someone that is able to architect, execute and continuously improve our operational plans, processes, and client engagement activities  leading to high client retention and strong value output. 

You will be leading and developing a strong, knowledgeable, and proactive client-facing team. As the leading voice of the client, you will drive customer outcomes, build client executive customer relationships, define, and optimize the customer lifecycle while managing the success activities. You will own both our client lifecycle and satisfaction, ensuring maximum value throughout onboarding, training and support, client management, renewals, expansion, and advocacy. You should be an experienced people leader that can balance upholding our results-oriented culture while also unlocking our team’s highest potential.

Responsibilities:

• Ownership of team’s outcomes including adoption, health score, retention revenue, renewal rate, expansion revenue, churn rate and advocacy, such as:
• Responsible for creating and driving strategic plans in coordination with Account Executives and Customer Success to drive higher client health.
• Partner with Marketing to identify creative ways to engage your segment of clients using scalable approaches
• Partner with Enablement to identify and create training programs aimed at improving client health, including negotiation skills, overcoming barriers, presenting value stories, and objection handling.
• Support stakeholder mapping and strategy development by understanding client ecosystems and driving deep integration through ecosystems.
• Anticipate and mitigate risks to client health, identifying key metrics to track client progression and barriers, and deploying strategies to drive growth and manage risk.
• Train teams on the value proposition of the product through meeting and exceeding key success metrics identified through  clinical and financial goals
• Utilize problem-solving and negotiation skills to train and support the Client Success team, ensuring maximum value throughout the client lifecycle.
• Manage and track all the administrative tasks including client campaigns, client health, Salesforce, other client specific projects etc.
• Drive renewals including the skills to negotiate appropriate renewal rates and terms.

Requirements:

• 10+ years of experience leading teams in a customer-facing capacity (e.g., Account Management, Client Success, Sales)
• Experience partnering with Marketing on scalable client engagement programs
• Proven track record of problem-solving and strong negotiation skills, with the ability to impact overall client health.
• Proficiency with Salesforce CRM, Google Suite, Asana, and Slack.
• Excellent written and verbal communication skills, with the ability to build and foster positive business relationships cross-functionally.
• Exceptional organizational skills, with the ability to learn quickly and multitask in a fast-paced environment.
• Willingness to travel approximately 30% of the time seasonally.

The US base salary range for this full-time position is $195,000.00 to $215,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.

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Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.