Dir, Customer Partnerships

Full-time | Plymouth Meeting, PA

I'm interested

Dir, Customer Partnerships

Full-time | Plymouth Meeting, PA


Hello we’re Accolade.

We have an opportunity to change the way consumers experience the healthcare system that’s really not working in their favor. Our mission is to make life better for the consumer, drive costs down for the business, and actually make people healthier through compassion, expertise, and technology.

Job Details

What is important to us:

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our  employees, members and customers. The secret to our success is: 

We find joy and purpose in serving others

Making a difference in our members’ and customers’ lives is what we do.  Even when it’s hard, we do the right thing for the right reasons. 

We are strong individually and together, we’re powerful Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We’re boldly and relentlessly reinventing healthcare We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time. 

Accolade at a glance…

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com.

The Director of Customer Partnerships is responsible for all aspects of the customer relationship including strategy, retention, renewals, contracting and product and membership expansions.  This role will also build and extend relationships with partners and suppliers to our customers, including consultants and brokers, health plans, technology providers and other healthcare point solution companies as part of our service to our customers’ membership.  The Director of Customer Partnerships works cross-functionally with all areas of the organization to ensure that Accolade’s customers have high satisfaction with our services and the value received, are strong advocates in the marketplace and expand their business with Accolade.

A day in the life…

•       Accountable for 100% customer retention; influence internal organization to deliver on contract metrics and exceed performance expectations.

•       Deliver both fixed and variable revenues to plan.

•       Provide leadership, oversight and guidance to direct reports to ensure that Accolade’s business objectives are met.

•       Lead the team to profitably delight customers and grow our business with them.

•       Assist direct reports in developing and executing solutions for complex customer issues and opportunities.

•       Own and execute on customer strategic plans and priorities on an ongoing basis to assist the organization in establishing customer specific business priorities.

•       Meet regularly with customers and influencers to review results, communicate value delivered and uncover areas of opportunity.  Influence internal teams to define and implement process improvement plans.

•       Serve as internal voice of customer to influence Product organization’s innovation ensuring alignment of our capabilities with customer strategy.

•       Own customer retention, renewal and expansion strategies, including identification of opportunities to expand customers’ product portfolio and membership.

•       Drive customer contracting activities, leveraging appropriate experts in Legal, Finance, Operations and other areas of the business to create profitable deal shapes.

•       Partner with Operations team to maximize customer results, identify areas of improvement and prioritize efforts to achieve committed revenue and ROI.

•       Cultivate strong customer and consultant relationships; identify key executive partners who understand, agree, and publically speak about our value and results.

•       Build trusted relationships with key stakeholders, decision makers and influencers throughout the customer organization and within Accolade.

•       Retain, renew and expand contracts where appropriate.

•       Achieve a customer NPS of 50 or higher across overall customer book.

•       Build customer knowledge in Accolade product and value being delivered to build support and advocacy for the Accolade solution both within the customer and externally in the market (references, case studies, speaking engagements and/or media).

•       Successfully expand and implement point solutions as applicable.

What we are looking for…  

•       Bachelor’s degree in Business or related field; Master’s degree preferred

•       Minimum of 10 years in relationship development and management working with executives and decision makers in complex customer environments.

•       Successful experience in health services, employer health benefits, and health benefits consulting, health management consulting, health advocacy or wellness solutions highly desirable.

•       Significant experience in all stages of the customer lifecycle from new product introduction to launch to successful renewal /expansion (including contracting)

•       Demonstrated ability to manage across customer accounts with highly satisfied clients

•       Ability to effectively communicate Accolade product and value story in a variety of settings including; formal presentations, meetings, and one on one with a variety of audiences (senior executives, HR/benefits, finance leaders, medical, and teams)

•       Expertise in financial negotiations and growing revenue in a defined book of business

•       Ability to work effectively with others within the organization to identify and resolve customer issues while balancing the company and customer needs

•       Experience managing team of direct reports

Experience in leading and growing high performing teams

All your information will be kept confidential according to EEO guidelines.


Dir, Customer Partnerships

Plymouth Meeting, PA