Director, Partner Success

What You’ll Do

Imagine Pediatrics is seeking a Director, Partner Success to drive client engagement and growth within the Partner Success Department. This leader will play a critical role in managing a geographic region of plans, with key business results related to client retention and satisfaction, contractual operational and financial performance, account expansion, and scaling for growth.

Client-Facing Delivery Expectations:

• Responsible for the growth, health, and success of Imagine Pediatrics client partnerships in a dedicated region
• Lead development of a cross-company Strategic Account Plan for our key client partnerships that outlines strategic objectives, actions, and expected results
• Build and maintain strong and lasting partner relationships and operate as the on-going point of contact for client partners
• Track and manage contractual requirements to ensure deliverables and reporting are timely and accurate
• Collaborate with the market teams to lead Joint Operating Committee meetings
• Identify new growth opportunities in collaboration with business development

Supporting the Partner Success Team:

• Partner with VP of Partner Success to build an oversight model to successfully manage multiple plans within a region at scale
• Develop and deliver a roadmap of tools and processes required to support strong and scalable ongoing client delivery (e.g. Strategic Account Plans templates)
• As the team grows, supervising manager and associate level team members.

Internal Governance and Communication:

• Drive resolution of client escalations; coordinate with internal resources to deliver for the team and client
• Champion clients’ needs and represent their interests in critical issue resolution
• Collaborate across the organization to ensure all deliverables and milestones are met with quality and excellence
• Clearly communicate the progress of strategic initiatives, both internally and externally
• Organic growth: Provide input to the product and solution development process as the “voice of the customer”

What You Bring & How You Qualify

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve.

• A strong relationship builder, who is passionate about serving children and their families with medical complexity
• Functional experience with client-facing teams and responsibility for driving business results
• Must possess a “commercial mindset” to help the company meet its high growth goals
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company
• Strong critical thinking and problem-solving skills
• Successful track record of leading and scaling teams, and supporting growth within the team
• Ability to make clear, strategic decisions quickly, while managing multiple priorities at once.
• Understanding of the healthcare ecosystem, with a specific focus on the nuances and intricacies of value-based care and Medicaid health plans
• 5+ years' experience in a client-facing/client success role, preferably with health plan clients
• Willingness to travel (20-30%)