Director of Client Success

Harris Computer

About The Position

As the Director of Client Success, you will be a pivotal leader within our organization, responsible for driving client satisfaction, retention, and growth through strategic planning and exceptional execution. Your role will involve influencing change across departments, advocating for clients, and ensuring the highest standards of service delivery in revenue cycle management. You will lead a team to implement best practices in client success, focusing on large-scale client renewals, strategic upsells, and developing educational content that supports client engagement. What your impact will be: o Influence: You will drive change and influence stakeholders at all levels to ensure cross-departmental collaboration and alignment with our organizational goals. Your ability to develop and maintain strong relationships with customers, from front desk staff to the CEO, will be crucial in driving client success. o Operational Excellence: You will uphold high standards of service delivery, optimizing operational efficiency to exceed client expectations. This includes maintaining constant oversight of customer KPIs and collaborating with internal staff or customers to address any issues. o Client Advocacy: You will serve as a strong advocate for clients, ensuring their needs are not only met but exceeded. This involves identifying financial trends through reporting tools and escalating these trends, whether positive or negative, to both the practice and our internal staff. o Content Support: You will identify and create educational marketing content that effectively supports client success and engagement, providing clients with the tools they need to understand and improve their KPI performance. What we are looking for: o Exceptional Communication and Organizational Skills: You have the ability to clearly articulate ideas and organize teams to execute strategies efficiently, including the effective communication of KPI trends and issues to both internal and external stakeholders. o Strategic Planning and Execution: You possess strong capabilities in planning and executing strategies that drive client success, with a focus on maintaining oversight of customer KPIs and taking proactive steps to address any issues. Oversee the implementation and optimization of RCM processes to ensure clients are achieving maximum efficiency and effectiveness. o Influence and Change Management: You are skilled at influencing and driving change across departments within the organization, particularly in relation to improving customer KPIs and resolving any areas of concern. Address and resolve high-priority or complex client issues and escalations, working to ensure timely and effective solutions. o Knowledge of Industry Best Practices: You have in-depth knowledge of client success best practices and trends in revenue cycle management, including the ability to identify and act on financial trends that impact client KPIs. o Data-Driven Decision Making: You make informed decisions based on data analysis and insights, particularly regarding customer KPIs such as days in AR and denial counts/trends. o Consultative Sales Expertise: You have advanced consultative sales skills for handling large-scale client renewals and strategic upsells, with a focus on ensuring that KPIs remain within set requirements. o Educational Content Development: You are proficient in identifying and developing content that educates and engages clients, helping them to understand and improve their KPI performance. Preferred Qualifications: o Education: Bachelor’s degree in Healthcare Administration, Business, or a related field, or equivalent professional certifications such as CRCR, EHRC, CHFP, CMPE, etc. o Experience: 7-10 years of experience in client success or account management within revenue cycle management, with a proven track record of overseeing and improving customer KPIs. o Track Record: Proven ability to develop and implement successful client success strategies, achieve high client satisfaction and retention, and maintain strong relationships across all levels of the customer organization. Willingness to travel up to 50% to ensure client success. o Advanced proficiency in Microsoft Excel, including pivot tables, data analysis, and reporting. Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at [email protected] This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Requirements

Exceptional Communication and Organizational Skills: You have the ability to clearly articulate ideas and organize teams to execute strategies efficiently, including the effective communication of KPI trends and issues to both internal and external stakeholders.
Strategic Planning and Execution: You possess strong capabilities in planning and executing strategies that drive client success, with a focus on maintaining oversight of customer KPIs and taking proactive steps to address any issues.
Influence and Change Management: You are skilled at influencing and driving change across departments within the organization, particularly in relation to improving customer KPIs and resolving any areas of concern.
Knowledge of Industry Best Practices: You have in-depth knowledge of client success best practices and trends in revenue cycle management, including the ability to identify and act on financial trends that impact client KPIs.
Data-Driven Decision Making: You make informed decisions based on data analysis and insights, particularly regarding customer KPIs such as days in AR and denial counts/trends.
Consultative Sales Expertise: You have advanced consultative sales skills for handling large-scale client renewals and strategic upsells, with a focus on ensuring that KPIs remain within set requirements.
Educational Content Development: You are proficient in identifying and developing content that educates and engages clients, helping them to understand and improve their KPI performance.

Nice To Haves

Education: Bachelor’s degree in Healthcare Administration, Business, or a related field, or equivalent professional certifications such as CRCR, EHRC, CHFP, CMPE, etc.
Experience: 7-10 years of experience in client success or account management within revenue cycle management, with a proven track record of overseeing and improving customer KPIs.
Track Record: Proven ability to develop and implement successful client success strategies, achieve high client satisfaction and retention, and maintain strong relationships across all levels of the customer organization. Willingness to travel up to 50% to ensure client success.
Advanced proficiency in Microsoft Excel, including pivot tables, data analysis, and reporting.

Responsibilities

Drive change and influence stakeholders at all levels to ensure cross-departmental collaboration and alignment with our organizational goals.
Develop and maintain strong relationships with customers, from front desk staff to the CEO.
Uphold high standards of service delivery, optimizing operational efficiency to exceed client expectations.
Maintain constant oversight of customer KPIs and collaborating with internal staff or customers to address any issues.
Serve as a strong advocate for clients, ensuring their needs are not only met but exceeded.
Identify financial trends through reporting tools and escalating these trends, whether positive or negative, to both the practice and our internal staff.
Identify and create educational marketing content that effectively supports client success and engagement.
Oversee the implementation and optimization of RCM processes to ensure clients are achieving maximum efficiency and effectiveness.
Address and resolve high-priority or complex client issues and escalations, working to ensure timely and effective solutions.