The role of the Client Success Director (CSD) is to develop and manage a portfolio of client relationships focused on achieving desired, strategic outcomes and delivering positive experiences at every stage of the relationship. The CSD will build upon new and long-term relationships with AdhereHealth’s rapidly evolving client portfolio, liaise between clients and cross-functional teams to ensure successful delivery of the AdherehHealth solutions, and execute account planning strategies for retention and organic growth. The CSD will serve as a subject matter expert to convey the value of AdhereHealth’s solutions, supporting ongoing client operational reporting, communications, renewal processes and growth opportunities (up-sell/cross-sell). This is achieved by adhering to best practices and collaborating with internal stakeholders to maintain a positive client experience that can be sustained over time.The CSD will manage a book of existing business and begin working with new clients as they enter the final stages of the sales opportunity and guide them through implementation, on-boarding, and on-going lifecycle management. An effective CSD is both client-focused and detail oriented, able to assist clients with the services they have purchased and able to identify new products or services that they may wish to purchase. A key component of the CSD’s job is increasing the value of existing client relationships by adding products and services, or, as relevant, increase usage of products and services already purchased.

• Focus on developing and growing existing client relationships through alignment around common strategic objectives, detailed account planning, account retention, and account growth achievement best practices.
• Meet and exceed revenue-based client growth quotas as defined annually through the account planning process and strategic growth initiatives.
• Build, manage, and close a sales pipeline of renewal, up-sell and cross-sell opportunities.
• Oversee the development of and lead meetings with client leadership teams to ensure satisfaction aimed in achieving a positive NPS with AdhereHealth products and services.
• Act as AdhereHealth’s subject matter expert and ambassador to articulate our unique value proposition and ROI.
• Prepare summaries and brief other departments on client requirements, purchasing dynamics, and contracting processes for renewals, cross-sell, and up-sell opportunities. 
• Expertly demonstrate and explain AdhereHealth products, services, and associated value to the client. 
• Proactively record client interactions, sales opportunities, and important status updates into Salesforce.com.
• Deliver regular outcomes and activity reporting with a deep understanding of the value created to clients.
• Ensure compliance with all federal, state and local laws and regulations related to business practices.
• Track activity through various systems and developed KPIs as appropriate to ensure client expectations are being met and exceeded.

• Establish positive partnerships across other departments and business groups both inside and outside of the organization.
• Support the AdhereHealth’s Executive Leadership Team and Senior Leadership Team (SLT) with assigned Company initiatives.
• Act as the voice of the client, brand ambassador and client advocate in cross-departmental initiatives, with a focus on creating client value and longevity of relationship.
• Provide leadership to others through example and sharing of knowledge/skill
•  Work and/or manage Client Success Managers (CSMs) and Client Success Associates to ensure key client initiatives are me

• Degree in Nursing, Pharmacy or related field highly preferred
• 5- 8 years clinical experience 
• 5 years-experience in business, managed care, a leading health plan or healthcare management; MBA or MPH highly desirable 
• 5 years in Enterprise level account management supporting large health plans and insurance/managed care clients 
• Optimal experience will include STARS, HEDIS, and/or MTM program management 
• Legal status to practice and represent oneself as a licensed medical professional.

The CSD will perform his or her work in a general office environment using standard office equipment. The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Regularly lift and/or move up to 10 pounds
• Bend, twist or stoop on a repetitive and continuous basis
• Stand and remain on feet for extended periods of time
• Operate various business instruments, including computers, printers/scanners/fax machines, requiring manual dexterity
• Sit and concentrate for long periods of time to compute, examine, and interpret data
• Read paperwork and computer monitors, requiring visual acuity

• Strong executive presence and storytelling competency within a business setting. 
• Proven experience as an account manager/business development or comparable role in technology-enabled services, SaaS, health care technology, or equivalent.
• Strong and consistent performance at meeting or exceeding client and revenue retention objectives or quotas.
• Familiarity with, or willingness to learn Salesforce.com and embedded sales enablement solutions.
• Proven ability to learn quickly about technology products and services and describe/explain them to clients. 
• High ethical standards and client focus.
• Strong written and oral communication skills including ability to be able to communicate effectively with all level of management and employees.
• Strong time-management skills and keen eye to detail.
• Ability to learn new processes quickly in a fast-paced environment.
• Strong interpersonal skills