Senior Director, Client Management and Implementations

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

Modivcare is looking for an experienced Senior Director - Client Management & Implementations to join our team! This position is responsible for overseeing client relationships, ensuring the successful implementation of services and solutions, and driving long-term client satisfaction and retention. This includes leading a team of account management professionals and implementation specialists, aligning client needs with organizational objectives.

This role...

• Develops and executes a comprehensive account management strategy aligned with organizational objectives.
• Leads initiatives to enhance client satisfaction, retention, and revenue growth.
• Serves as a trusted advisor to the executive team on client trends, risks, and strategic opportunities.
• Builds and maintains strategic relationships with high-value clients and executive stakeholders.
• Acts as an escalation point for complex client issues, ensuring resolution aligns with company values.
• Partners with clients to identify opportunities for mutual growth and innovation.
• Oversees the implementation lifecycle to ensure timely and successful onboarding of new clients.
• Collaborates with cross-functional teams to deliver seamless transitions from sales to implementation.
• Monitors and improves implementation processes to enhance client experiences and operational efficiency.
• Leads, mentors, and inspires a high-performing team of account managers and client implementation leads.
• Establishes performance metrics, goals, and accountability frameworks to drive team success.
• Fosters a culture of collaboration, innovation, and continuous learning within the team.
• Drives strategies for client retention and expansion to achieve revenue and profitability goals.
• Collaborates with sales, marketing, and product teams to identify and capitalize on upselling and cross-selling opportunities.
• Monitors and manages account performance to ensure consistent value delivery to clients.
• Establishes and optimizes processes, tools, and systems to streamline account management operations.
• Ensures that client deliverables are consistently met with high quality and on schedule.
• Monitors industry trends and competitive landscape to identify opportunities for differentiation.
• Analyzes client metrics, project timelines, and satisfaction scores to identify opportunities for improvement.
• Provides regular updates to executive leadership on account health, revenue impact, implementation status, and client satisfaction.
• Uses data-driven insights to inform decision-making and refine operational strategies.
• Determines appropriate resourcing of staff in order to achieve goals and objectives.
• Builds an effective leadership team through mentoring and formal education that focuses on management and project management principles.
• Defines annual Key Performance Indicators aligned with corporate goals.
• Directs and mentors leaders on performance gaps, career development opportunities, and strategies.
• Directs and coaches leaders on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.
• Accountable for collective results and recognizing others’ contributions and share credit for success.
• Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.
• Directs and influences change management initiatives to drive improvements and efficiencies cross-functionally
• Demonstrates ability to direct and interact collaboratively and communicate effectively with external, internal customers, and stakeholders to address issues and ensure alignment across the organization to drive customer success
• Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

We are interested in speaking with candidates with the following...

• Bachelor's Degree required Business, Marketing, or a related field; MBA or advanced degree strongly preferred.
• Twelve (12) plus years experience in account management, client success, or a related field.
• Eight (8) plus years leadership responsibility.
• Proven success in managing and growing large-scale client portfolios and driving revenue growth.
• Deep understanding of healthcare, value-based reimbursement, Medicaid, and/or Medicare.
• Or equivalent combination of education and/or experience.
• Visionary leadership with a track record of building and leading high-performing teams.
• Exceptional relationship-building and negotiation skills with executive-level stakeholders.
• Expertise in project management and client onboarding processes.
• Strong business acumen and strategic thinking abilities.
• Proficiency in CRM systems, data analytics, and performance reporting tools.
• Outstanding communication and presentation skills.
• Ability to manage competing priorities in a fast-paced environment.
• The ideal candidate will have a strong background in client success, strategic account management, and implementation excellence.

Salary: $159,900 - $215,900

Bonus eligible based on individual and company performance.

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com