We have an exciting opportunity for a Client Success Director. This is a pivotal role at CareRev, dedicated to the holistic management and growth of our strategic, key and growth accounts, within the healthcare sector. This role is not only responsible for fostering and nurturing executive-level relationships with our most valued clients, it also ensures that our solutions seamlessly integrate into hospital-based environments, optimizing the client's workforce through CareRev's technology. The mission is to execute the strategic vision set by the Value Realization Plan, create a synergy between strategic vision and on-the-ground execution, ensuring client loyalty, revenue growth, and the continued reputation of CareRev as a trusted partner in healthcare workforce solutions. By championing a culture of excellence, continuous learning, and client-centricity, the Client Success Director aims to position CareRev as the go-to solution for healthcare institutions, driving both immediate value and long-term partnership growth.

What You’ll Do:

Strategic Client Management:

• Continue to develop and execute the Value Realization Plans (VRP) that align with assigned clients objectives
• Clearly understand client strategic goals and continually adjust account strategy to help client attain goals - create, own and execute Client Success Plans (CSP)
• Foster and nurture executive-level relationships with assigned strategic, key and/or essential accounts, ensuring their needs are met and expectations exceeded
• Regularly review client feedback, ensure concerns are addressed promptly, and uncover optimization and expansion opportunities based on client needs

Cross-Functional Collaboration:

• Build and foster interdepartmental relationships to support a Client-Centric POD
• Work closely with all Client Enablement Leaders, within the POD, to provide seamless client experiences: 
• Service Delivery Manager to support all service delivery functions, internal POD metrics, processes and workflows within the POD
• Client Experience Lead to support resolution of client requests, product adoption and client relationships at the facility operator level
• WorkForce Consultant to support clinical relationships, professional feedback, facility best practices, industry solutioning and product enhancements
• Professional Funnel Lead to support professional pool and client demands
• Professional Services to support recruiting, professional experiences and client experiences
• Partner with Marketing to help facilitate client engagement for white papers, case studies, webinars, conferences, podcasts, etc 
• Partner with Sales to drive growth, expansion, and/or new business

Technology Integration:

• Monitor the effectiveness of CareRev's solutions integrations and continue to identify areas of opportunities 
• Continue to educate clients on new features, services, and industry best practices, positioning yourself as a trusted advisor 
• Offer and organize on-going training sessions and support as defined by the service organization to increase technology adoption rates among clients
• Develop regular cadence with clients for CareRev Product updates and road map

Client Engagement & Growth:

• Conduct Quarterly Business Reviews (QBRs) with senior executives from both organizations. 
• Collaborate with clients to set mutual goals, track progress, and ensure that CareRev's solutions align with their strategic objectives
• Provide monthly progress reports and analysis to help clients move toward optimization and growth

Operational Excellence:

• Leverage Business Intelligence data to identify areas of improvement and optimization
• Continuously review and collaborate on internal processes to ensure operational efficiency
• Support streamlining the client onboarding process with clear documentation, communication, training, and engaging the appropriate support channels

Feedback Loop:

• Maintain an open channel for client feedback, prioritize based on impact, and ensure that a significant percentage of feedback is implemented or addressed
• Partner with the Product Development team, Technical Delivery Lead and WorkForce Consulting Lead to drive enhancements based on client needs
• Escalate client risks and potential utilization changes to GTM Ops team and ELT for company wide awareness and enable swift response

Financial Oversight and Contract Negotiation:

• Track year-over-year growth by account and ensure that revenue, margin and technology integration targets are met or exceeded
• Negotiate and renew contracts to secure continued client commitments
• Negotiate contract amendments
• Utilize Market Rate data to guide rate negotiation discussions with clients
• Support the management of operational costs to stay at or below budgeted amounts

Market Insight & Thought Leadership:

• Utilize internally captured research data to drive future revenue within your accounts and provide value-added thought-leadership communications as a trusted advisor to your clients
• Stay abreast of healthcare trends, regulations, and challenges to position yourself and CareRev as a thought leader in the industry

Networking & Relationship Expansion:

• Engage in regular networking events, conferences, and introductions within client organizations to expand CareRev's influence and web of contacts
• Build trusting relationships with all client executives and decision-makers who influence shared success in order to ensure client continuity and broader organizational alignment

Accountability & Reporting:

• Communicate progress weekly on owned initiatives, provide recommendations to manage peak workloads, and ensure that all client engagements uphold CareRev's reputation in the healthcare industry
• Regularly update and review Account/Client Success Plans with executives sponsors and POD leaders to ensure alignment and progress
• Partner with the leadership team to interpret client feedback, set strategy, drive product development, and balance portfolio to best support existing customers, potential customers, and growth initiatives

Key Deliverables:

• Continued growth of the VRP
• Client Success Plan
• Net Revenue achieved per account/book of business
• QBRs
• Weekly, bi-weekly, monthly status reports
• NPScore
• SF transactions
• Forecasting - by account, by specialty

What We’re Looking For:

• Bachelor’s degree or equivalent professional experience
• 8 years in relationship management roles within healthcare (consulting, account management, etc.)
• Experience in covering enterprise SaaS products and supporting corporate customers
• Proven track record generating trust among healthcare executives, clinical leadership and staffing team management
• Proven success in developing relationships with C-level executives in key verticals
• Proven success in growing business in existing accounts; upselling, cross-selling
• Customer Relationship Management (CRM) required (Salesforce preferred)
• Ability to travel 30% of the time to hospital facilities

The anticipated salary range for this position is $101,520.00 - $183,060.00. Equity, bonus or commission and benefits may also be provided as part of the total compensation package, depending on the position offered. If given an offer, the exact salary amount offered will ultimately depend on multiple factors, which may include the successful candidate's skills, experience, education and other qualifications as well as the candidate's location of residence.