Senior Director, Client Performance & Experience

The Sr. Director, Client Performance and Experience has relationships with Regional/Market or Independent client leadership, Conifer Client Delivery leadership and operations leadership. Serves as the primary contact for Conifer Client Delivery assisting with presenting client performance opportunities and action plans to improve deficiencies.  The Sr. Director Client Performance and Experience serves as the strategic leader providing business insight on all aspects of operations and integrates performance amongst the operational units for assigned client locations.  Responsibilities include serving as the liaison between operations and the client, providing strategic leadership to the regional client service leaders, ensuring SLAs and performance expectations are met in collaboration with operations and ensuring projects and initiatives are moving along as intended. This is a key leadership role, with high visibility and impact on the client, internal stakeholders and the overall operational performance of the organization.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

1. Provides guidance to Leaders and connects varying services lines to ensure Client’s strategic objectives are met along with performance Metrics (SLAs and OSLs).  
2. Consults with appropriate key stakeholders to identify issues related to performance and works with Conifer leadership to develop and then manage appropriate outcomes. 
3. Strategizes with Leadership and Conifer Client Delivery to proactively assist in improved performance and problem avoidance, including the deployment of necessary Conifer resources. 
4. Works collaboratively with Conifer Client Delivery to provide value to customers (both internal and external) through business/industry insight and innovation. 
5. Ensure seamless delivery of Conifer’s solutions and services to attain revenue goals; monitor and ensure projects meet process metrics and client satisfaction;  
6. Oversee client deliverables in partnership with both internal and external business relationships. Consult with appropriate key stakeholders when issues arise, develop and communicate action plans and provide ongoing updates to all appropriate parties.  
7. Ongoing Client Leadership and Remediation (Issue Resolution). Identifies performance degradation and coordinate with Conifer Client Delivery and Executive Leadership, and the Conifer operational colleagues to ensure a mitigation plan has been implemented for the client.
   Develop and implement action plans to address and improve deficiencies in process and performance as identified. 
   Reports on performance to client leadership and regularly quantifies the benefit/accomplishments Conifer has delivered.
   Collaborates with on-site resources in service delivery and problem solving to maximize solution offering and client satisfaction. 
   Assist with providing comprehensive, succinct updates to Conifer Leadership in order to drive awareness of any Client support requirements and/or risks that could impact service delivery. 
   Position coordinates with Conifer Client Management Leader. 
8. Oversight and Management of any new Change Control Notices for specified clients. If necessary, Client assigned designee presentations and assist with contract amendments as necessary.