Director, Client Success
Accuity
full-time
Posted on:
Location Type: Remote
Location: Remote • New Jersey • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Drive high levels of client satisfaction that promote retention and account growth
- Serve as a trusted advisor between client and Accuity and proactively manage performance both client-facing and internal
- Communicate client ROI, establish success metrics, and develop the client relationship
- 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
- Plan and prepare 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
- Monitor and assess activities of our competitors to proactively satisfy and retain our clients.
Requirements
- Bachelor’s degree in Business or Healthcare
- 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
- 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.
Benefits
- As a Director, Client Success, you will be part of a remote team with flexible work arrangements and opportunities for professional development, ensuring high client satisfaction and engagement.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Health Information ManagementClinical Documentation ImprovementCustomer Success program managementRevenue Cycle managementClient relationship managementPerformance analysisRisk mitigationSuccess metrics developmentProcess development
Soft skills
Interpersonal relationshipsCommunicationProblem-solvingClient satisfactionCollaborationStakeholder engagementAnalytical thinkingProactive managementAdaptability