Senior Director, Customer Success

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Senior Director of Customer Success is responsible for the account retention, growth, and strategy for their assigned book of Onsite clients. Additionally, the Senior Director of Customer Success will be responsible for building and managing a book of broker/consultant relationships. In an effort to be the driving force of this referral source/sales channel. They are the key contact for these client/broker/consultants as well as coordinating relationships with the local Concentra Operations, Medical, and Therapy leadership. The Senior Director will also work with sales leaders on the center side of the business to align strategic partnerships at additional locations for Key Account Managers, Strategic Account Managers, and Payer accounts.

• Establish and maintain targeted consultant and broker relationships throughout a various regions to drive referrals.
• Manage the sales process for assigned broker/consultant relationships.
• Provide expert consultation to customers regarding all aspects of their health care needs and services particularly as it relates to the retention and success of the Onsite operation while working with field leadership to execute.
• Maintain a high level of engagement with assigned book of business to ensure employer satisfaction and that we are meeting outlined program expectations.
• Retain and create incremental revenue growth opportunities with current onsite program customers.
• Develop organizational strategy and growth plan for each managed account, which could include other onsite, episodic services, and/or center services.
• Develop and customize quarterly Stewardship Reports and lead the customer presentations.
• Develop and identify meaningful outcome reports for clients to ensure program results are communicated effectively and efficiently.
• Serve as the primary account manager for all assigned accounts.
• Maintain on-going communication with Concentra regional and director leadership teams, central business offices and other corporate support groups as indicated, for client issues, reporting, requests for proposal, presentations, and meetings, billing review, etc.
• Constructively challenge current practices, identify trends affecting the business, and articulate implications to the client and onsite leadership teams.
• Develop project plans for piloting and implementing process improvements that ensures success, retention, and increased business opportunities.
  • Develop and manage client-specific vendor relationships as necessary for efficient service/program delivery.
• Identify, develop, implement, and support new procedures, workflows, and processes for all assigned onsite health care services.
• Ensure the security and confidentiality of employee health information and medical records in accordance with local/state/federal/company regulations.
• Responsible for contract negotiations of assigned book of business.
• Work with various Concentra Sales channels who share new sales opportunities, under the guidance of the VP of Onsite Sales

• Education Level: Bachelor’s Degree ; Major: Advanced degree in public health, healthcare administration or business preferred
• In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa
• Advanced degree in public health, healthcare administration or business preferred
• Concentra leadership and customer service training
• 5 or more years of onsite account management or sales experience
• 8 or more years of general healthcare account management experience

Job-Related Skills/Competencies

• A thorough knowledge of onsite and occupational industry developments
• A thorough knowledge of Concentra’s Onsite philosophy and services
• A thorough knowledge of Concentra’s business processes
• Demonstrated sales and account management skills
• The ability to span boundaries and develop relationships across internal and external organizations
• The ability to navigate cross disciplinary teams across internal and external teams to bring two organizations to an optimal partnership
• Ability to thrive in a high-paced, extremely energetic environment driven by self-motivation and self-initiative
• Ability to multi-task and succeed in a deadline-driven environment
• Ability to focus on driving results and resolutions to complex business issues
• Ability to convert strategic goals and objectives into plans and programs
• Demonstrated proficiency in Microsoft Office software programs, particularly Power Point and Word
• Exceptional oral and written communication skills
• Demonstrated project management skills

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*

Concentra is an Equal Opportunity Employer, including disability/veterans