[Hiring] Director, Client Services @Liberty Dental Plan Careers

Role Description

We are excited to announce that we are hiring a Director, Client Services at Liberty Dental Plan. The Director, Client Services plays a strategic leadership role, guiding account management teams, fostering client advocacy, and ensuring service excellence across a diverse portfolio of health insurance clients.

The Director, Client Services is responsible for leading a team of Account Executives and Managers focused on delivering outstanding client service, account retention, and business growth. This position serves as a key escalation point for complex client matters, partners with internal stakeholders to drive solutions, and helps align client services strategies with organizational goals. The role is also instrumental in developing talent, strengthening team culture, and promoting continuous improvement across the department.

What You'll Do

• Lead and develop a team of Account Executives and/or Account Managers supporting small and mid-sized client relationships.
• Establish performance expectations, provide coaching and development, and drive accountability for team results.
• Serve as the escalation point for complex, sensitive, or high-profile client service issues.
• Support strategic planning and retention initiatives for key client accounts, including renewal strategy development.
• Ensure consistent delivery of high-quality service and fulfillment of client commitments.
• Monitor team capacity, workload distribution, and client satisfaction trends to optimize performance.
• Partner with internal departments including Claims, Finance, Provider Relations, and IT to resolve issues and coordinate client support efforts.
• Lead hiring, onboarding, performance management, and professional development initiatives for the client services team.
• Collaborate with senior leadership to align departmental priorities with broader business objectives.
• Foster a culture of collaboration, client advocacy, accountability, and continuous improvement.

Qualifications

• Bachelor's degree in Business, Communications, Health Administration, or a related field.
• Minimum of 10 years of experience in health insurance account management or client services.
• At least 5 years of experience leading and developing people or teams.
• Medicaid Managed Care Experience.

Requirements

• Demonstrated success coaching, mentoring, and developing high-performing teams.
• Deep understanding of health insurance plan administration and client relationship management strategies.
• Proven ability to manage escalations and resolve complex client-facing issues.
• Strong analytical, communication, leadership, and decision-making skills.
• Experience working with CRM platforms and reporting systems.
• Ability to drive cross-functional alignment and influence outcomes across multiple levels of an organization.
• Knowledge of benefits regulations and compliance requirements, including ACA and COBRA.
• Ability to thrive in a dynamic environment and effectively manage competing priorities.

Benefits

• Competitive pay structure and savings options to help you reach your financial goals.
• Excellent 401(k) retirement benefits, including employer match, Roth IRA options, immediate vesting during the Safe Harbor period, and access to professional financial advice through Financial Engines.
• Affordable medical insurance, with low-cost premiums for employee-only coverage. Liberty subsidizes the cost for eligible dependents enrolled in the plan.
• 100% employer-paid dental coverage for employees and eligible dependents.
• Vision insurance with low-cost premiums for employee-only coverage and dependents.
• Company-paid basic life and AD&D insurance, equal to one times your base salary, with options to purchase additional supplemental coverage.
• Flexible Spending Accounts for healthcare and dependent care expenses.
• Voluntary benefit programs, including accident, critical illness, and hospital indemnity insurance.
• Long-term disability coverage.
• Expansive wellness programs, including company-wide wellness challenges, BurnAlong memberships, and gym discounts.
• Employee Assistance Program (EAP) to support mental health and well-being.
• Generous vacation and sick leave policies, with the ability to roll over unused time.
• 10 paid company holidays.
• Tuition reimbursement for eligible educational expenses.
• Remote or hybrid work options available for various positions.