Senior Director, Client Service (Healthcare - Payer/Provider)

| United States | Remote
Employer Provided Salary: 136,000-183,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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We are seeking a Senior Director, Client Service to join our growing Health+ Business Unit. This team member genuinely believes everyone deserves access to quality health and human services, shares our passion for innovation in healthcare, and understands the role digital plays in defining the future of healthcare access, engagement, and outcomes. 

The ideal candidate possesses experience partnering with clients across a variety of complex digital marketing and consumer experience initiatives, demonstrates success driving enterprise account growth as a strategic client partner, and clearly communicates at all levels, from executive leadership to project delivery teams. A consultative approach and strategic mindset are a must.

This role is responsible for partnering across a diverse Bounteous ecosystem of sales (growth), customer success (client service), program delivery, and practice teams to deliver best-in-class services; galvanize integrated multidisciplinary teams around the mission and strategic objectives of our clients; and demonstrate how the work we do drives our clients’ business forward. The Senior Director, Client Service reports to the Vice President of Client Service and will largely be autonomous in managing a book of business.

Role and Responsibilities

  • Oversee strategic healthcare client accounts, comprising approximately $8-15MM in revenue
  • Develop and maintain strong and strategic client relationships; serve as a trusted advisor to executive leaders and senior stakeholders
  • Partner with client and internal teams to create creative, rich, relevant customer experiences that drive results
  • Intimately understand client brand and business; identify long term goals and key objectives; demonstrate how the work we do drives value
  • Guide strategy, experience design, analytics, and development teams from initiation through to completion 
  • Promote Bounteous’ integrated solutions to clients; consistently demonstrate agency value, proactively communicate additional capabilities and offerings to grow the scope of business and establish long-term partnerships 
  • Partner with internal business development, practice and BU leadership to drive growth across the client organization to new buyers and fields of play
  • Collaborate with practice and competency leaders to deliver best-in-class solutions
  • Develop and manage strategic account growth plans that leverage practice and BU leadership to establish relationships enterprise-wide, identify and mitigate threats, and uncover opportunities
  • Drive the decision-making process; participate in key planning milestones
  • Understand, articulate, and hold the full-range of client concerns; consistently score highly on quarterly client satisfaction surveys
  • Oversee Statement of Work and estimation for T&M and Fixed Price contracts, kickoff and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development
  • Understand the scope of programs as defined by business requirements and budget 
  • Partner with Program Delivery to ensure work is delivered to client' satisfaction; confirm revenue forecasts are accurate and maintained within Salesforce 
  • Serve as a financial steward for the client and Bounteous; fully understand revenue and margin management, leveraged team models (staffing vs. casting), and all levers to manage fiduciary accountability
  • Take a proactive approach to self-development; maintain industry knowledge and client intelligence; identify opportunities for professional growth, improvement, and enhancement

Preferred Qualifications

  • 12+ years of client service, consumer experience and digital marketing, or account management experience 
  • 7+ years of relevant experience in the United States Health industry (B2B health organizations, payers and/or providers)
  • 5+ years of experience supporting clients or businesses leveraging digital marketing ecosystems such as Adobe (AEM, ACS, Analytics, Target, RTCDP, AJO, CJA, etc.), ABM tools (DemandBase, 6sense, etc.), Salesforce (Sales Cloud, Marketing Cloud, Data Cloud, etc.) and/or analytics platforms (Adobe Analytics, Snowflake, PowerBI, other BI tools). Other platform ecosystems (i.e. Drupal) a plus
  • Strong business acumen; proven ability to think strategically about business, customer experience, and technical challenges; an entrepreneurial approach to finding new growth levers for the business. Management Consulting experience is a big plus
  • Proven ability to manage enterprise programs in an ever-changing environment
  • Experience running programs with both fully designated and partially allocated team models
  • Strong communicator with all levels of leadership, management, and staff to achieve desired outcomes and build strong alliances and relationships 
  • Outstanding executive presence, presentation, and negotiation skills; the ability to inspire, engage, partner with, and influence senior leadership
  • Excellent verbal and written communication skills; a great storyteller who can utilize structured arcs of communication with data, value propositions, and visualizations
  • Strong conflict resolution and negotiation skills, the ability to instill calm in others
  • Experience leading and operating in a matrixed organization; a balanced approach of casting a vision and empowering teams while maintaining accountability to ensure success 
  • Experience supporting technology, energy, public sector, and/or education clients a plus
  • BA/BS degree or equivalent consulting agency experience preferred
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Technology we use

  • Engineering
  • Product
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The Bounteous flagship collaboration center is located in the heart of Ravenswood. This neighborhood is a stone's throw away from Wrigley Field, microbreweries, and boutiques. Our strategically-located global collaboration centers support hybrid team members while building face-to-face connections.

An Insider's view of Bounteous

What are some social events your company does?

My favorite events include a Summer in Winter themed party we held at the Studio, Peak, Peach and remotely all simultaneously. Those attending remotely, zoomed in with festive attire we sent in packages that included drinks/food/favors we had them on the big screen TV so they can view everyone and participate in games.

Markel Lewis

People Experience Advisor

How do you collaborate with other teams in the company?

Whether attempting to gain alignment, provide information, or have a difficult conversation, I feel it’s important to approach every situation with empathy. We may each have different priorities, but remembering there’s a human on the other side of the screen or affected by your decisions goes a long way toward fostering collaboration.

Catrina Ahlbach

Chief of Staff (Tech)

What are Bounteous Perks + Benefits

Bounteous Benefits Overview

Creating a remarkable team member experience goes beyond benefits and rewards – but let’s be honest, they matter. That’s why we’re committed to building a culture of growth, support, and belonging across our global community so amazing people (like you) can thrive every day. Being the best version of yourself is made possible with a healthy lifestyle. We cover 100% of your medical insurance premiums and 65% for any dependents. Choose from a variety of plan options for medical, dental, vision, life insurance, and more that suit yours and your family’s needs. In addition to your physical health, time away from work is important for your mental health. Our ‘Take What You Need’ paid time off policy empowers team members to balance business and personal demands in a healthy, flexible, and supportive way. As an added bonus, when summer rolls around you can get a head start to your weekend with Summer Fridays. As for your financial wellbeing, we offer 401(k) retirement plans through Charles Schwab with a contribution match up to 3% of your annual salary.

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

From day one your growth is encouraged and supported with mentorship and development opportunities. Learning & Development is a shared accountability among Team Members, Career Coaches, and the Organization. Your learning journey may include a mix of on-the-job experiences, networking exposure, and education opportunities. To further support career growth, team members are eligible for financial aid for ongoing training, courses, certification, and conference opportunities aligned with their role and the direction of their team.

You are empowered by belonging with an inclusive, people-first culture. Team member networks, our version of employee resource groups (ERGs), hold space for individuals and allies with shared identities, interests, and passions. Our resource groups celebrate communities of color, life as a working parent or caregiver, the LGBTQIA+ community, wellbeing, sustainability, and more.

Lastly, you’re encouraged to work how and where you perform best. We acknowledge that not everyone thrives with a 9 – 5; find a schedule that works for you while honoring team and client commitments.

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