Job Summary:
The VP of Partner Success & Development is responsible for strengthening service delivery, partner relationships, operational discipline, and business performance across SMI’s current and future SDU operations. This role serves as a leadership extension of the SVPs and works closely with Project Directors, state partners, Technical Operations, IT, Business Development, Finance, and Human Resources to keep priorities moving, risks visible, and commitments on track.
This position requires strong follow-through, sound judgment, and the ability to connect day-to-day SDU needs with broader business goals. Success in this role means clear communication, consistent execution, trusted partner relationships, and disciplined results across assigned SDUs, transitions, implementations, renewals, and growth opportunities.
Key Functions/ Basic Duties:
Client Relationship and SDU Portfolio Support
- Serve as a day-to-day leadership extension of the SVPs for assigned SDUs, client meetings, follow-up items, and partner communications.
- Support any of SMI’s current SDUs or future SDUs as assigned, including individual SDU coverage, portfolio support, transition work, or new implementation support.
- Build strong working relationships with state partners and support communication that is clear, timely, and aligned with SMI expectations.
- Help prepare for client meetings, business reviews, governance discussions, renewals, and strategic planning sessions.
- Track partner commitments and follow up with internal owners until actions are complete.
Project Director Leadership and Operating Discipline
- Support Project Directors through regular check-ins, issue review, prioritization, coaching, and follow-up on assigned actions.
- Help reinforce consistent expectations across SDUs for reporting, communication, escalation, staffing, service quality, and contract execution.
- Identify where Project Directors need resources, training, clarification, or cross-functional help, then coordinate the right support.
- Promote accountability without taking ownership away from the local leadership team.
Operational Performance and Risk Oversight
- Monitor service levels, operational metrics, client deliverables, incidents, complaints, and emerging trends across SDUs.
- Identify operational, contractual, staffing, financial, and relationship risks early and escalate them with a recommended path forward.
- Participate in operational reviews to maintain visibility into assigned SDU performance, open issues, partner commitments, and follow-up items.
- Support root-cause review and corrective action planning for recurring issues or performance gaps.
Financial and Workforce Discipline
- Support review of revenue, labor, expenses, contribution margin, staffing models, overtime, vacancies, and financial variances by SDU.
- Partner with Finance and the SVPs on forecasting, budgeting, labor planning, and business case review for staffing or operational changes.
- Help evaluate staffing requests, role changes, and labor needs against service demand, contract commitments, and financial expectations.
Technology, Project, and Change Alignment
- Partner with Technical Operations to support priorities, timelines, implementations, system changes, reporting needs, and issue resolution.
- Track assigned projects, CCRs, open risks, decisions, dependencies, and follow-up items tied to assigned SDUs.
- Support change management by helping leaders communicate timing, impact, ownership, and next steps clearly to internal teams and state partners.
Growth, Renewals, and Partner Development
- Support contract renewals, procurement activity, expansion opportunities, and partner development work as directed by the SVPs.
- Assist with conference planning, meeting materials, presentations, and stakeholder engagement tied to assigned SDUs or new SDU opportunities.
- Help connect partner needs with SMI capabilities and raise opportunities for service improvement or growth.
Other duties as assigned.
Education and/ or Experience:
- Bachelor’s degree or equivalent professional experience.
- Significant experience in operations, client delivery, project management, or a related leadership role.
- Experience working in a multi-client or contract-based service environment.
- Demonstrated ability to manage priorities across operations, technology, finance, HR, and client-facing teams.
- Working knowledge of service levels, operational metrics, staffing models, budgeting, forecasting, and financial performance reporting.
- Strong written and verbal communication skills, including the ability to summarize complex issues clearly for leadership and clients.
- Sound judgment, discretion, and ability to handle sensitive partner, employee, contractual, and financial information.
- Ability to travel as needed and represent SMI in client-facing settings.
Language Skills:
Fluent in English.
Computer Skills:
Proficient in Microsoft Windows and Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, and Teams. Ability to learn and use SMI operational, reporting, and project tracking systems.
