Director of Client Success – Job Summary

This is an exciting opportunity to join a rapidly growing company!

PRIA Healthcare works with the most progressive companies in the MedTech industry, we build comprehensive patient access solutions that accelerate the commercialization and rapid adoption of truly innovative procedures. We are currently looking for a Director of Client Success that is ready to join our team of skilled and dedicated individuals supporting the mission of patient access to care and customer service.

As director of client success, you will be responsible for managing aspects of the post-sale customer lifecycle focused on improving loyalty, retention, and growth by helping customers derive maximum value from the organization’s offerings. In this role, you will be responsible for a positive customer experience, developing and leading the organization’s customer success strategy. A major part of ensuring our customer’s satisfaction is the relationship with their Account Manager, the director of client success will supplement this relationship by strategically stepping into conversationsAs Director of Client Success you will be responsible for managing the growing team of Account Managers. In this role you will liaise with other senior leaders in the organization to ensure organizational, strategic and functional alignment and to drive the development and maintenance of client expectations. To be successful in this role you should have a broad range of experience and competencies to manage projects and individuals, focused on a variety of support operations including but not limited to project management skills, escalation handling and relationship management.

What you’ll be doing:

• Define, develop and deliver a post-sale customer experience that is consistent and streamlined
• Organize cross functional work teams and provide team leadership to obtain project goals and objectives
• Ensure that all projects are delivered on-time, within scope and within budget
• Define project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Build and manage a team of highly motivated, customer-focused individuals to manage the overall success of programs and retention of clients
• Design, communicate, maintain and optimize the Account Management department processes to address business needs that ultimately yield an excellent customer experience
• Review performance against operating plans and standards, working in collaboration with the operations team to monitor program metrics and KPI’s
• Drive program/client revenue growth by identifying cross-sell and upsell opportunities
• Present monthly and quarterly reports on performance as requested or required by leadership team and/or the board of directors
• Serve as the escalation point for customer and internal issues that require director-level decisions
• Distill and communicate account-level customer insights to the organization
• Coordinate and collaborate with other functions as needed, including professional services, sales, marketing, product development, and customer support
• Create, manage and promote initiatives to gather and disseminate best practices for customer success

What you’ll need:

• 5 years of senior customer success and/or customer support experience within a Healthcare services organization
• Bachelor’s degree or equivalent work experience; Master’s degree preferred
• Strong understanding of healthcare reimbursement and medical coding
• IT project management experience, including the rollout of customer success, customer support platforms, and client preference centers and portals • Reporting and dashboard development
• Analysis and delivery, including using data from various systems to present a holistic view of the customer success experience
• Management and achievement of revenue, margin and profitability goals
• People management, including the ability to build and grow a team and work with diverse skill sets
• Excellent written and verbal communication skills, including the ability to adapt to audience needs
• Demonstrated success with responsibility for customer onboarding, issue resolution, product support, and post-sale account management
• Ability to translate business objectives into technical requirements
• Strong administrative and management skills, including the ability to prioritize multiple projects, programs and objectives