Director, Client Enablement

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states. Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

ABOUT THE JOB

The Client Enablement leader is responsible for creating the operational framework and processes that define Client Success operating procedures and expectations for Marathon Health. The leader drives the growth and development of the client success managers who manage our client partnerships. You will be instrumental in ensuring our client teams are set up for success by empowering our leaders to deliver value to clients and ultimately drive client satisfaction, retention and expansion.  

ESSENTIAL DUTIES & RESPONSIBILITIES

Develop and Institutionalize the Client Success Playbook 

• Own the creation and continuous improvement of Marathon Health’s Client Success Playbook to deliver a best-in-class account management framework. 
• Document processes, define best practices, and enhance skills through structured training and education modules. 
• Ensure effective onboarding for new hires and provide ongoing learning experiences. 
• Measure adoption and impact of training initiatives; validate playbook usage through strategic client engagements. 

Drive Cross-Functional Client Management Processes 

• Lead efforts to standardize and optimize client-facing processes across implementation, reporting, invoicing, CRM tools, risk management, renewals, and expansions. 
• Collaborate with organizational leaders to ensure consistency and efficiency in client interactions. 

Optimize Client Tiering 

• Oversee the programmatic approach to client tiering to prioritize resources effectively. 
• Continuously evaluate and adjust departmental support based on tiering insights. 

Advance Strategic Account Management 

• Elevate the client experience to drive revenue satisfaction, retention, growth, profitability, and reference ability. 
• Build and deploy Risk, Renewal, and Opportunity programs across the Client Lifecycle:  
• Client profiling 
• Decision-maker identification 
• Opportunity targeting for maximum ROI 
• Action plan development and execution 
• Success measurement and reporting 

Lead Change Management for New Offerings 

• Develop and implement change management protocols for new services, products, and process enhancements. 
• Partner with BTO, Product, and Marketing teams to ensure smooth rollout and adoption. 

Maintain Organizational Expertise 

• Stay current on Marathon Health’s full suite of products, services and operational protocols to serve as a trusted advisor internally and externally. 

Represent Marathon Health Professionally 

• Demonstrate diplomacy, tact, and professionalism in all interactions. 
• Participate in client activities, growth meetings, training programs, and conferences as directed. 

QUALIFICATIONS

A bachelor's degree in business, marketing or related field plus a minimum of 8 years’ experience with employer-sponsored healthcare or equivalent combination of education and experience. Previous experience managing, coaching & developing members of a client success or account management team required.  Previous experience personally managing client relationships or selling group benefits preferred. 

Must be able to travel up to 20% of the time  

DESIRED ATTRIBUTES

• Excellent communication and organization skills  
• Comfort with large data sets, including the manipulation of complex data  
• Proficient customer relationship management (CRM), content management systems such as Seismic and learning management systems (LMS) tools and workflows 
• AI enabled learning  
• Highly professional and persuasive presentation skills  
• Familiarity with strategic account management methodologies  
• Must demonstrate integrity, persistence, and entrepreneurial spirit  

Pay Range: $130,000 - $160,000/yr

The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level. This position is also eligible for an annual incentive.

We are accepting applications for this position until a candidate has been selected.  To apply to this position and learn more about open jobs at Marathon Health, visit our careers page.