Director, Client Success

POSITION SUMMARY:

The Director, Client Success is accountable for driving high levels of client satisfaction that promote retention and account growth. The Director, Client Success serves as a trusted advisor between client and Accuity and proactively manages performance both client-facing and internal. Communicating client ROI, establishing success metrics, and developing the client relationship are key responsibilities. The successful candidate will be responsible for collaborating with a multi-disciplinary team to drive performance, overall client satisfaction, and loyalty.

PRIMARY JOB RESPONSIBILITIES:

• Collaborate with Operations to develop processes to be used by Operations to achieve expected outcomes
• Understand the problems and challenges of clients and identify ways Operations can better address those needs
• Establish process to support escalation engagements
• Plans and prepares for all client-facing performance read-outs by involving appropriate cross-functional teams, obtaining and analyzing reporting, and developing meaningful insights for the client
• Define schedules, key milestones, and success criteria
• Proactively identify potential risks and recommend proper mitigation
• Identify key contacts at client sites to improve and foster effective and prompt communications
• Develop and nurture relationships with key client stakeholders to position Accuity optimally for account retention and growth
• Identify revenue risk/growth opportunities
• Identify opportunities for expansion
• Provide input to forecasting and funnel activities
• Monitor and assess activities of our competitors to proactively satisfy and retain our clients
• Performs miscellaneous job-related duties as assigned

POSITION QUALIFICATIONS:

Education:

• Bachelor’s degree in Business or Healthcare
• Advanced degree preferred (MBA, MHA)

Experience:

• Minimum of 5 years of experience in Healthcare, preferably in HIM, CDI Operations or vendor experience serving provider organizations
• Experience owning client-facing relationships highly preferred
• Experience in a technology supported services business preferred
• Experience in a related role in Revenue Cycle including extensive knowledge of Health Information Management and/or Clinical Documentation Improvement preferred

Knowledge, Skills, and Abilities:

• Passionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-end
• Proven experience managing a Customer Success program with a services organization
• Knowledge of the healthcare marketplace
• Ability to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth execution
• Experience with mitigating challenging customer complaints using a logical, systematic, customer centric process
• Ability to interact at all levels up to and including Senior Executives
• Ability to travel to customer sites (up to 75%)
• Ability to use a PC in a Windows environment, including Microsoft Suite products
• Independent, focused individual able to work remotely or on-site