About the position
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. This role will oversee our Client Success support team that is responsible for helping our clients to better understand the full potential of our products. The successful candidate will be responsible for collaborating with a multi-disciplinary team to drive performance, overall client satisfaction, and loyalty.
Responsibilities
- Overseeing the Client Success support team
- Training and mentoring Managers to be the customer experience experts for key accounts
- 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
- 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
Requirements
- Bachelor’s degree in Business or Healthcare
- Advanced degree preferred (MBA, MHA)
- Minimum of 5 years of experience in Healthcare, preferably in HIM or CDI Operations
- Experience in a related role in Revenue Cycle including extensive knowledge of Health Information Management and/or Clinical Documentation Improvement preferred
- 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 MS Word
- Independent, focused individual able to work remotely or on-site
