Opportunity

The Director of Partner Success is a self-starter who can excel in a fast-paced environment and brings a strategic vision, solution-forward approach, and strong operational acumen to drive success for Twin’s strategic employer partners. Reporting to our VP of Partner Experience, the Director will play a key role in leading our work with a shortlist of key employer partners, driving partner and business goals, program utilization targets, service operations excellence, and revenue retention and expansion.

Responsibilities:

Deliver Partner Value

• Own Twin’s relationship with key strategic employer partners and work to define and execute a Twin program strategy integrated with their broader benefit offerings.
• Deepen and expand relationships with key partner stakeholders by using strong communication. skills, fluency with data and analytics, value-forward reporting, and effective escalation responses to meet program and partnership goals.
• ​​Drive the attainment of partner satisfaction, retention, and growth targets for key employer partners.
• Partner with Member Marketing to develop promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall partner satisfaction.
• Prepare and deliver metrics based on each partner’s goals in a consumable client format that delivers actionable insights (regular meetings, business reviews, ROI).
• Analyze data to identify best practices, challenges and risk areas, and proactively develop and execute solutions to avoid churn.
• Convert stakeholders into Twin advocates, leveraging their success for references, case studies, referrals, etc.
• Develop fluent understanding of Twin Health program, implementation processes, marketing best practices and operational logistics and convey them to partners to achieve desired outcomes.

Drive Revenue Retention and Expansion

• Partner with Twin leadership and cross-functional teams, including Business Development, to drive alignment for existing and new partner account growth.
• Identify and realize expansion opportunities.
• Develop partner retention strategies to ensure high NPS and mitigate risks.
• Lead contract renewal and expansion negotiations for existing partners.

Be the Voice of the Partner

• Drive strategic alignment across Twin (clinical, member experience, provider engagement, marketing, finance, data, analytics, sales, etc) to develop partner growth delivery strategy.
• Manage partner issues and escalations, collaborating with internal cross functional teams.
• Own the development and delivery of monthly, quarterly, and annual partner reporting deliverables.

• Additional duties as assigned

Qualifications

• 8-10 years of leadership experience in Client Account Management within an employer enterprise digital healthcare space.
• Minimum 8-10 years of experience in the healthcare, health tech, or health plan industry.
• Strong executive presence and adept at presenting in large groups, both in-person and virtually, and managing challenging situations.
• Comfortable with ambiguity and motivated to solve complex problems with a creative, can-do mindset in a high growth environment.
• Entrepreneurial, unafraid to roll-up sleeves, get it done and “lead from the front” as necessary to deliver on partner needs; possesses a sense of urgency to drive results.
• Applies the customer voice to all aspects of business and sales operations and collaborates with external sources effectively.
• Willingness and ability to travel as needed.
• This remote opportunity is available to US based persons. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits

The compensation range for this position is $180,000-$210,000 annually inclusive of both base and bonus.

In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan