Bluespine-Director of Customer Success

About Bluespine

Bluespine was established by professionals in the industry and serial founders to support self-funded employers in reducing healthcare expenses. Through innovative data analysis, Bluespine helps minimize unnecessary costs without altering employee benefits or requiring changes in behavior.

We are seeking a highly skilled and experienced Director of Account Management and Analytics Advisor to work with large, self-insured employers, focusing on the delivery of high-quality healthcare Cost Containment solutions. The ideal candidate will have a strong background in healthcare analytics and a proven ability to translate complex, data-driven insights into actionable strategies and clear, digestible content for non-analytical stakeholders. This role will involve leading client relationships, managing internal resources toward timely deliverables, and ensuring the effective utilization of analytics to drive value and client satisfaction.

Key Responsibilities

Account Management:

• Act as the primary point of contact for self-insured employer clients, ensuring satisfaction and fostering long-term relationships.

• Serve as a trusted advisor, understanding client needs and challenges, and offering strategic solutions to improve their healthcare programs.

• Develop and maintain strong, strategic client relationships by understanding their business challenges and objectives, demonstrating exceptional problem-solving skills.

• Coordinate and lead regular client check-ins, presentations, and strategic reviews to ensure alignment and satisfaction.

• Collaborate with internal teams (data, data science, clinical and investigative, executives etc.) to ensure optimal service delivery to clients.

• Become fluent in healthcare claims data as relevant to Company’s specific use case.

• Nurture client relationships from infancy and throughout business relationship, including managing implementation process as needed.

• Collaborate with new clients and their respective carrier(s)/data warehouse/PBM/Brokers, Advisors, all necessary documentation and other items in order to intake high-quality claims and health Plan data.

Data Analytics & Insights: 

• Utilize Bluespine software to create insights that inform decision-making, cost-saving strategies, and enhanced plan management.

• Collaborate with internal teams to ensure the timely and successful delivery of results and insights.

• Review client feedback and performance metrics to ensure solutions meet or exceed expectations.

• Partner with the sales and solutions teams to develop strategic plans that address client goals.

• Plan and lead client update presentations as well as ad hoc client meetings and written communications.

• Assist the team in developing marketing initiatives, increasing business success, and enhancing sales.

Communication & Reporting: 

• Translate complex data insights into clear, actionable reports and presentations for non-technical stakeholders.

• Develop and deliver regular client-facing reports and presentations that highlight key performance metrics, trends, and opportunities.

• Explain technical concepts in a simple, understandable manner for benefits leaders, client executives and other decision-makers with limited technical expertise.

Project Management:

• Coordinate internal resources and timelines to ensure smooth implementation and delivery of projects.

• Troubleshoot client issues in a timely and proactive manner, ensuring client satisfaction.

• Monitor key performance indicators (KPIs) to track the success of initiatives and client satisfaction.

• Delegating tasks effectively and managing team dynamics.

Team Collaboration:

• Work closely with cross-functional teams such as data scientists, project managers, and consultants to deliver cohesive client solutions.

• Contribute to team-wide best practices, sharing insights and strategies to enhance client success.

• Develop and maintain strong executive relationships.

• 5–8 years of experience in account management, client success, or related roles within data analytics, technology, or consulting environments.
• 4 years of experience in healthcare claims and data analytics – must have
• 3–4 years of healthcare payment integrity experience – must have
• Proven experience managing senior-level client relationships and negotiating contracts or agreements.
• Bachelor’s degree in business, Data Analytics or a related field.
• Master’s degree is preferred but not required.

Skills and Competencies:

• Exceptional interpersonal and communication skills with the ability to understand and communicate technical insights to non-technical audiences in a tailored and thoughtful manner.
• Hands-on, doer mindset.
• Ability to thrive in a fast-paced and lightly structured environment.
• Highly collaborative, team-focused, open communication and candid work style.
• Strong problem-solving and strategic planning abilities.
• Ability to break down complex problems into manageable components.
• Identifying trends, patterns, and key insights in data.
• Developing actionable recommendations based on data.
• Understanding data analytics concepts, tools, and methodologies, with the ability to translate insights into client strategy.
• Proven ability to lead and manage projects independently.
• Experience in managing deliverables within deadlines.

Preferred Knowledge:

• Strong existing relationships within jumbo self-insured plan sponsor community.
• Procurement/medical ASA and PBM including contract negotiation experience. 
• Familiarity with benefit analytics, data warehousing and claims data files.
• Macro business knowledge of channels/industries relevant to the company’s client base (e.g. finance, healthcare, compliance).