POSITION SUMMARY:

The Director of Client Management is a key leadership role within the Client Success team, responsible for overseeing the team of Client Engagement Managers (CEMs) and driving strategic initiatives that support client retention and growth. This role ensures that Decisely delivers a consistent, high-quality experience across a diverse client portfolio - including small groups, mid-sized businesses, and complex, multi-location organizations.

KEY RESPONSIBILITIES:

Team Leadership & Development

• Lead, coach, and develop the Client Engagement Managers, providing performance feedback, mentorship, and career growth opportunities.
• Promote a team culture of accountability, ownership, collaboration, and service excellence.
• Ensure team alignment to strategic goals and service delivery expectations.

Client Strategy & Retention

• Oversee client relationship strategies that drive long-term retention, satisfaction, and renewal success.
• Monitor client health and lead retention planning for at-risk clients in collaboration with Client Engagement Managers.
• Serve as a senior escalation point for complex client needs and situations.

Growth & Expansion

• Support Client Engagement Managers in identifying cross-sell and upsell opportunities.
• Guide strategic conversations to drive adoption of value-added services such as ICHRA and new platform offerings.
• Track client lifecycle milestones and proactively manage client development plans.

Cross-Functional Collaboration

• Partner with Sales, Product, and Operations to improve alignment and execution across the client lifecycle.
• Collaborate with Marketing to shape retention strategies, client campaigns, and proactive outreach initiatives.
• Contribute insights to inform product innovation and operational improvements.

Process Optimization & Reporting

• Improve tools, workflows, and team operations to ensure consistency, scalability, and high-touch engagement.
• Analyze key performance indicators to assess client trends, identify risks, and report progress to the Chief Client Officer and Executive Team.
• Maintain documentation, templates, and playbooks to support CEM team success.

Required Qualifications/Education, Skills and/or Experience

• Bachelor's degree in business, Operations, or a related field
• 8+ years of client management, account management, or client success experience, with 3+ years in a people leadership role.
• Life & Health Insurance License required.
• Experience managing accounts of varying sizes, including large or complex groups.
• Strong relationship-building, influence, and strategic communication skills.
• Deep knowledge of employee benefits, insurance, or healthcare delivery strongly preferred.
• Knowledge of benefits compliance (ERISA, COBRA, HIPAA, ACA) strongly preferred.
• Proficiency in CRM platforms and account planning tools; working knowledge of Microsoft Office Suite.
• Highly analytical, organized, and solution-oriented with a collaborative mindset.

Ability to thrive in a fast-paced, high-growth, service-focused environment.

Physical Demands:

This position requires the ability to stand, walk, sit, use hands, reach, and communicate effectively.  Vision requirements include close vision, color vision, and the ability to adjust focus.  Travel, including air travel, may occasionally be necessary.

Work Environment and Environmental Conditions:

The work environment characteristics described herein are representative of those and employee encounters whilst performing the essential functions of this job.  Reasonable accommodation is provided to enable individuals with disabilities to perform essential job functions.