Client Success Director

About Jorie

At Jorie Healthcare Partners, we offer full-service Health Care Revenue Cycle Management and pride ourselves on delivering superior customer service with the latest AI automation technology. As a fast-growing company, we provide a dynamic and engaging work environment. Our success is driven by our exceptional staff and our commitment to diversity in the workplace. Join us and be part of our thriving team of healthcare experts.

Position Overview

This role will play a pivotal part in ensuring the successful onboarding and ongoing satisfaction of clients. The client success director will be responsible for shaping and executing the customer success strategy. Reporting directly to the COO, the CSD will lead a high-performing team dedicated to ensuring customer satisfaction, retention, and growth. The client success director will collaborate closely with cross-functional teams, including product development, integration/onboarding, marketing, and client relations, to establish and maintain strong client relationships and drive success.

Key Responsibilities

Strategic Leadership

• Develop and execute the customer success vision, strategy, and objectives in alignment with overall company goals.
• Collaborate with leaders to integrate customer success into all aspects of the business.
  
  

Collaboration

• Work closely with sales, product development, onboarding, marketing, product, and other departments to ensure seamless coordination, communication, and handoffs.
• Advocate for customer needs and insights within the organization.
  
  

Customer Experience Optimization

• Implement best practices for delivering an exceptional customer experience throughout the entire customer lifecycle.
• Continuously assess and refine customer touchpoints to drive satisfaction and loyalty.
  
  

Customer Advocacy

• Develop and nurture customer advocates to support marketing and sales efforts.
• Leverage customer testimonials, case studies, and success stories to enhance the company's reputation.
  
  

Customer Retention and Expansion

• Develop and implement strategies to reduce churn and increase customer retention.
• Identify opportunities for upselling and cross-selling to maximize customer lifetime value. o Proper cross-selling helps customers feel understood. Identifying needs and presenting the right solutions will form a greater connection. o Generates loyalty and brand ambassadors. o Increased earnings, an existing client requires less time and resources for customer acquisition.
  
  

Team Leadership

• Manage, recruit, and train a world-class customer success team.
• Foster a customer-centric culture, ensuring the team is motivated and equipped to deliver outstanding results.
  
  

Data-Driven Decision-Making

• Utilize data and analytics to measure customer success metrics, track KPIs, and drive improvements in customer satisfaction.
  
  

Qualifications

• 5 years of experience in partner management, strategic partnership development, channel sales and client success or related roles.
• Ability to manage communication effectively at an executive / C-Suite level.
• Excellent verbal and written interpersonal and presentation skills.
• Strong project management and organizational skills.
• Skilled in account strategy, account planning, relationship strategy.
• Ability to work collaboratively with cross-functional teams.
• Proven track record of significantly growing existing accounts.
• Experience in developing, managing, and reporting KPIs for success measurement.