Spectrum.Life is a Mental Health, Wellbeing and Digital Health Innovator, delivering solutions for the Corporate, Insurance and Education Sectors. We support 2,500+ companies in their health and wellness strategies - looking after the mental health and wellbeing needs of over 4,000,000 users.

We are a healthcare company first. We focus on clinical efficacy and outcomes as our prime responsibility. We do this by providing or enabling best-in-class services, delivered by fully accredited, experienced professionals through our in-house built technology.

Our mission is to save and change as many lives as possible. We do this by Engaging and Empowering members to Transform their health and wellbeing.

ROLE BRIEF

Spectrum Life has grown its Insurance partnerships significantly in the UK and is now seeking an experienced strategic account director to lead our relationship management, engagement and development in this key market segment.

The Director Client Success Insurance will be accountable for our UK insurance relationships, and be accountable for all facets of those relationships including commercial growth, contractual performance, proposition development, escalation management, service reporting and relationship governance.

The role will report to the Chief Customer Officer and will have a broad commercial scope of influence across the Executive Commercial Leadership teams, helping to shape and develop our overall customer strategy and our internationalisation strategy.

We are seeking a growth orientated commercial leader experienced in supporting large strategic clients in the healthcare sector with a range of digital and health service products, who has a proven track record of success in high value commercial relationship management.

Responsibilities:

Strategic Customer Success Management:

Develop and execute a comprehensive strategy for our UK insurance relationships, emphasizing upselling, cross-selling, high customer satisfaction, and extensive product adoption.
Model strategic customer management, deploying a blueprint that emphasizes upsell, cross-sell, impeccable customer satisfaction, and extensive product uptake.
Lead process optimization to streamline the customer journey, elevating their experience and bolstering business growth.

Drive True Value for Customers:

Establish trusted relationships with decision-makers in each assigned insurance partner, serving as the primary point of contact.
Understand each partner's strategic goals, making recommendations based on Spectrum Life's products and services.
Gather valuable feedback from partners for continuous product improvements.
Maintain expertise on industry trends, practices, and the competitive landscape in the insurance sector.

Lead Cross-Functionally to Drive Success:

Collaborate with internal teams to ensure customer expectations are met and exceeded.
Work closely with our Clinical teams to ensure our service delivery is optimised to customer expectations and develop new innovative service approaches for our insurance customers.
Work closely with Product and Technology teams to track enhancement requests for future features and functionality.
Develop new materials, such as presentations and onboarding plans, to improve organizational structure and client relationships.
Partner with Sales to develop a plan for customer success and expansion, aiming to achieve growth goals within the insurance sector.

Be the Best Advocate of Spectrum Life Products:

Maintain a deep understanding of our solutions, discussing the most relevant features/functionality tailored to the insurance sector's needs.
Develop customer stories, case studies, and client references specific to our insurance partners.
Strive to understand all the tools our insurance partners use and champion how to better measure and provide the best experience possible.
Develop and teach best practices around analysis and insights to both clients and throughout Spectrum Life.

Leadership and Team Development:

Demonstrate strong leadership skills, fostering a high-performance ethos within the team and across your direct reports.
Supervise team metrics to ensure accountability and excellence, promoting continuous growth and learning.
Collaborate closely with the Chief Customer Officer to establish core mechanisms for gauging customer health metrics.
Address escalated customer issues, transforming challenges into trust-building opportunities.

Desired Qualifications and Experience:

5+ years of account management at a SaaS company or other relevant organisations working with large clients.
Proven experience in managing large strategic clients within the healthcare or insurance sector.
Excellent communicator in-person, on the phone, through email and over web presentations
Strategic thinker with the ability think and respond quickly in front of customers
Strong organizational skills with keen attention to details
Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach
insightful, actionable answers to challenging and ambiguous problems
Experience working with cross functional teams
Passionate about consumers and the technologies that serve them
Strong focus on user needs and an intellectual curiosity about the products that help to meet them
Passionate about Health and Wellbeing

WHAT ARE THE BENEFITS OF WORKING AT SPECTRUM.LIFE?

Full time permanent contract
Competitive salary (Dependent on experience).
In-office, remote or hybrid working options
25 days annual leave
24/7 EAP and a wide range of health and wellbeing supports
Extensive list of employee perks and benefits https://app.box.com/s/pmk6x6kl6tzpz4czaf0o7v0f94z59msl