Account Manager Director
HQ, Lyndhurst, NJ

Join Vitals today and help us to empower everyone to shop for their health care like an expert. There are no companies better positioned to do this than Vitals and we’re looking for passionate product professionals to execute on this mission.

We do this by creating an efficient health care marketplace for consumers – making them aware of the cost, quality, and availability of health care provider options. We bring together the pieces needed for consumers to become experts – actionable data, digital tools, analytics, search algorithms and cash incentives, saving them meaningful dollars in the process. We deliver these capabilities to America’s health plans, an enterprise market that we see as the best opportunity to affect the greatest amount of change in health care.

Vitals is looking for a Director of Implementation and Client Services who will be responsible for working closely with health plan clients to develop mutually beneficial relationships that result in the successful utilization and advancement of the VitalsChoice and SmartShopper solutions.

In this position, you'll be responsible for:

  • Establishing productive, professional relationships with key personnel of assigned client(s)
  • Understanding Client's healthcare transparency business strategy and priorities in relation to VitalsChoice and SmartShopper development plans and priorities, recommending and helping implement process improvements that strengthen the client relationship
  • Serve as liaison between Vitals and Client(s) to develop and communicate plans, statuses, priorities and changes
  • Produce a weekly client status report covering the status of projects, development work requests, production performance and story point utilization
  • Produce a weekly list of client-specific priorities for Vitals’ functional areas
  • Prepare, present and negotiate annual release upgrade plans down to the sprint level
  • Maintain a detailed sprint-by-sprint project plan
  • Plan and coordinate all VitalsChoice and SmartShopper deployments
  • Prepare and issue Release Notes and client updates for each deployment
  • Work closely with Release Management when code is to be deployed to production
  • Maintain a defect tracking dashboard
  • Manage all Data Engineering Services Manual Data Processing Service requests (MDPs)
  • Support SmartShopper data processing and cost wrapper enhancement needs
  • Coordinate client interactions with key Vitals staff as appropriate
  • Plan and schedule calls, meetings and webinars in support of business activities conducted between client and Vitals
  • Conduct weekly internal team calls to review status of client initiatives and deliverables
  • Establish and maintain close working relationship(s) with Vitals-assigned client-team members to meet all client commitments on schedule
  • Oversee and perform data indexing of UAT and Production environments Perform month-end full indexes of Production
  • Perform month-end full indexes of Production
  • Travel to client location(s) for in-person meetings and support
  • Prepare and present VitalsChoice and SmartShopper updates to client(s)
  • Accountable for resolving client issues, proposing solutions; and escalating to the appropriate person to the point of resolution
  • Serve as the first point of escalation for assigned client(s)
  • Contribute monthly client updates for Board of Director reports
  • Manage all requests for cost estimates from assigned client(s)
  • Coordinate System Load & Performance reporting as necessary
  • Support Production Support team on Production Incident issue resolution and communication

You might be a good fit if you have:

  • Bachelor's degree (B. A. / B. S.) from four-year college or university
  • 10+ years’ experience in account management, specifically with health plan background
  • Strong leadership and strategic thinking abilities
  • Strong interpersonal and communication (verbal and written) skills
  • Excellent cross-functional collaboration skills
  • Innovative mindset with an abilty to challenge the status quo
  • Results driven self-starter and ability to work and adapt in a fast-paced, start-up/entrepreneurial environment
  • Outstanding time management and organization skills
  • Thorough technical proficiency using: Agile Scrum Process, Jira, Slack, New Relic, AWS, Sidekiq Pro, Google Drive, Google Sheets, Microsoft Word, Excel & PowerPoint, Load & Performance reporting
Vitals is an equal opportunity employer and does not discriminate on the basis of any legally protected class, including without limitation, race, color, religion, sex, gender, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, and disability. If you need assistance or an accommodation in the hiring process we're more than happy to accommodate.