Director Client Outcomes - Remote US

Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024!  Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform. At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems bringing  #BetterGlobalHealth to patients everyday!
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The Director Client Outcomes is a key role in leading business solutions for Smile Digital Health’s most significant US Health Insurance clients. This role will be responsible for the financial health, retention, and strategic expansion of the assigned portfolio. The Director Client Outcomes will bridge the gap between high-level business goals and the successful technical deployment of Smile’s health data platforms. 
Responsibilities:

Drive discussions and resolve operational frictions and Client relations matters in a timely manner. Escalate and/or report complex matters, as appropriate. 

Lead regular strategic reviews that map technical delivery to the client’s business outcomes. 

Build strong relationships with Client business leaders in Claims, Quality, and Member Experience. 

Monitor boundaries between contract inclusive support and new scope by validating needs and, when needed, pivoting the requirement to a Change Order to protect profit and loss. 

Collaborate with cross-functional teams, such as Customer Success, to manage billable hours and prevent over-servicing that requires non-billable hours. 

Collaborate with Sales to Identify and qualify opportunities of expansion. 

Identify opportunities for cross-selling and upselling within existing accounts. Lead the contract renewal process and maintain a high Net Promoter Score (NPS) across the payer sector.

Provide regular reporting and analyses to leadership on Client status and account health.

Ensure solutions remain market-fit and gather field intelligence to help Executives validate that product evolution matches shifting client requirements.

Keep up-to-date on industry and market trends to drive Client discussions and inform product development. 

 
Requirements:

8+ years experience in account management, product management and/or equivalent experience working with or for Payers (Health Plans). 

1+ years of people leadership or people management experience, preferred. 

Post-secondary education in Business or related field and/or equivalent relevant work experience. 

8+ years experience in account management, product management and/or equivalent experience working with or for Payers (Health Plans). 

1+ years of people leadership or people management experience, preferred. 

Post-secondary education in Business or related field and/or equivalent relevant work experience. 

Exceptional verbal and written communication, experience in translating technical matters to non-technical audiences. 

Demonstrated ability to develop strong relationships with Clients, vendors and cross-functional teams. 

Ability to drive results autonomously and demonstrate ability to assess complex matters and escalate accordingly. 

Understanding of regulatory bodies such as CMS and their business impact on Payer organizations.

Functional knowledge of healthcare interoperability and FHIR standards.

Experience leading Executive Business Reviews (QBRs) that move beyond technical status updates to focus on strategic business value.

Additional Information:

Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices. 

This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.

Some of the benefits we offer:* Remote Work Environment* Flexible Time Away From Work Policy including PTO, Personal and Sick Days* Competitive Salary and Health/Medical Benefits* RRSP/TFSA/401K Employee Contribution* Life and Disability* Employee Assistance Program* FHIR Study Program and Skillsoft Learning* Super HAPI Fun Club
Smile's core values include respect, inclusion, embracing our differences, and celebrating shared values because our people are the foundation of our success. We are big on creating a sense of belonging and empowering each other to bring our authentic selves to work.  We are dedicated to fostering a workplace that values diversity, equity, and inclusion. We welcome and encourage candidates of all backgrounds to apply. Candidates are encouraged to inform us if they wish to discuss or require accommodations during interviews or while working at Smile.