Director, Client Success

Accuity•Mount Laurel Township, NJ

15h•Remote

About The Position

The Director, Client Success, is accountable for driving high levels of client satisfaction that promote retention and account growth. This role serves as a trusted advisor between the client and Accuity, proactively managing performance both client-facing and internally. Key responsibilities include communicating client ROI, establishing success metrics, and developing the client relationship. The successful candidate will collaborate with a multi-disciplinary team to drive performance, overall client satisfaction, and loyalty.

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
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

Nice To Haves

Advanced degree preferred (MBA, MHA)
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

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