Remote Client Services Director

Company MissionThe Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. For more information, visit www.differencecard.com.Our valuesPassion, Accountability, Innovation, and RespectAs Director of Client Success, you will lead and scale the Client Success function for a client base exceeding $50M in annual revenue, growing at 15%- 30% per year. You will manage Managers. The Managers’ direct reports service brokers and employers and retain employer business. The total Client Success organization today represents about 30 individuals.Key ResponsibilitiesProvide strategic leadership and vision for the Client Success organization, ensuring alignment with company goals and growth objectives.Lead, coach, and develop Managers of Client Success, fostering a high-performance culture and scalable operations.Set and achieve targets for 85% revenue retention across the client portfolio.Drive high Client Net Promoter Scores (NPS) and cultivate strong Client References through proactive engagement and service excellence.Design and implement scalable processes and best practices for client onboarding, retention, and satisfaction.Oversee and coordinate account team activities, ensuring alignment with company goals and client needs.Establish renewal books of business and retention goals for the Client Success team.Analyze performance metrics and client feedback to identify areas for improvement and inform business forecasting.Report regularly on team and individual performance, providing actionable insights to senior leadership.Develop and execute innovative strategies to maximize client retention and growth.Build and nurture partnerships with existing clients, acting as a trusted advisor and advocate.Ensure segmentation strategies are effective for both small group and large group clients, tailoring approaches as needed.Strategize to maximize revenue and ensure sustainable growth across the client base.Monitor and manage revenue streams, applying best practices in revenue management to achieve and exceed financial targets. Preferred SkillsExecutive Communication: Exceptional written and verbal communication skills, with the ability to influence and engage senior stakeholders, clients, and cross-functional teams.Strategic Thinking: Demonstrated ability to develop and execute strategies that drive revenue growth, client retention, and operational scalability.Change Management: Experience leading organizational change, driving adoption of new processes, and fostering a culture of continuous improvement.Financial Acumen: Strong understanding of financial metrics, forecasting, and P&L management as it relates to client success and revenue growth.Client Advocacy: Proven track record of building trusted client relationships and acting as a champion for client needs within the organization.Technology Enablement: Proficiency with CRM systems (Salesforce), data analytics tools, and virtual collaboration platforms (Zoom, Microsoft Teams).Public Speaking & Presentation: Ability to present confidently to executive audiences, clients, and industry partners.Operational Excellence: Experience designing and scaling client success operations, including segmentation, process optimization, and performance management. Skills & QualificationsMinimum of 10 years of management experience, including direct supervision of managers and teams of 30 individuals.Proven experience managing client success/account management teams in a high-growth environment, preferably with a client portfolio of $50M .Minimum of five years’ experience in health plan administration or health insurance experience including experience w broker distribution models.Experience in driving scale in high growth environments and experience in service organizations that deliver services to small medium business (under 1000 enrolled)Demonstrated success in achieving high revenue retention, NPS, and client reference rates.Strong familiarity with revenue management and proven ability to develop and implement strategies to maximize revenue.Strong leadership, coaching, and people development skills.Ability to build rapport and trust with clients and internal stakeholders.Familiarity with CRM platforms (Salesforce preferred).Excellent analytical, communication, and presentation skills.Life and Health Insurance license preferred. Location: Remote with 20-30% required travelJob Type: Full-Time (exempt)EB Employee Solutions, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employmentCompany DescriptionThe Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. With offices across the United States, The Difference Card provides a national presence combined with local expertise and service. Through strategic broker partnerships, The Difference Card delivers custom plan design solutions that exceeds the needs of both employers and employees across the country. For more information, visit www.differencecard.com.

Salary : $155,000 - $175,000