Director Client Success

SpectraMedix; East Windsor Township (NJ); Hybrid; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Director of Client Success Manager to enhance customer satisfaction and drive growth in a transformative healthcare landscape. This role involves managing client relationships, ensuring seamless onboarding of new customers, and collaborating with various teams to deliver exceptional service. With a focus on leveraging analytics and technology, you will guide clients through their transition to value-based care contracts while maintaining high standards of professionalism. If you are a proactive leader with a passion for healthcare and technology, this opportunity offers the chance to make a significant impact in a dynamic environment.

Qualifications

• 5+ years of healthcare experience and account management experience required.
• Strong preference for managing health plan or health system clients.

Responsibilities

• Oversee client relationships and ensure customer satisfaction.
• Manage multiple customer accounts and drive project execution.
• Communicate project status and solutions effectively.

Skills

Customer Relationship Management

Analytical Skills

Strategic Thinking

Communication Skills

Healthcare Knowledge

Team Management

Problem Solving

Education

Bachelor’s Degree

Tools

CRM Software

Web-based SaaS Applications

Job description

DESIGNATION: DIRECTOR - CLIENT SUCCESS MANAGER

EXPERIENCE: 10+ YEARS

LOCATION: EAST WINDSOR, NEW JERSEY (BUT REMOTE ACCEPTABLE)

Healthcare is in a state of transition. There’s never been more pressure to improve clinical, operational, and financial performance across the entire healthcare ecosystem as value-based payment model adoption grows. It all begins with data—data that lets you demonstrate improvement, gain actionable insight, and thrive in this new paradigm of care. SpectraMedix's mission is to assist our clients in their transition to value-based care contracts.
We are a leader in providing quality, population health, analytics and financial modeling and reconciliation in a single platform for health plans and health systems to improve outcomes and maximize incentives. We combine cutting-edge technology with a team of experts to bring this unique solution to the healthcare space at a crucial juncture in its value-based care evolution.

DESCRIPTION:

At SpectraMedix, the Director of Client Success (CSM) oversees all client relationships. They focus on ensuring customer satisfaction by providing quick support, finding growth opportunities, and initially learning the ropes before potentially moving into a managerial role. As an account manager, they guide 2-3 new customers from signing to fully embracing SpectraMedix’s solution. This role involves collaborating with various teams, demands analytical, strategic, and people skills, and may include some travel, around 10-15% to meet clients. CSMs also lead teams to maintain client satisfaction, collaborate with different departments, and present monthly success reports to management using key performance indicators (KPIs) and success metrics.

RESPONSIBILITIES:

• Manage customer and internal resources to drive toward project milestones and overall project execution.
• Manage multiple customer accounts and leverage the SpectraMedix portfolio of products to generate new business.
• Fully understand clinical processes, workflow, and requirements to implement a robust solution.
• Identify and solve complex process and technology-related problems during the rollout process through methodologies that rely on best practices as much as creative thinking.
• Clearly communicate the status of all projects, issues with implementation, and solutions.
• Establish effective Quality Assurance processes for the project and ensure that they are followed.
• Engage with a variety of stakeholders within each client to ensure buy-in at all levels within the organization.
• Participate in cross-functional teams, acting as an advocate for the user, to ensure customer needs are met.
• Communicate functionality and technical concepts to non-technical/technical users alike.
• Manage change requests from customers to generate new revenue.
• Manage and track the performance of team members.
• Effectively manage and build a client success team.
• Serve as an ambassador of the SpectraMedix brand in all customer interactions, while maintaining the highest level of professionalism and world-class service our users have come to expect.

REQUIREMENTS:

• Bachelor’s degree or equivalent.
• A minimum of five years of healthcare experience is required.
• A minimum of five years of account management experience is required. Account management experience with an analytics software solution is preferred.
• A strong preference will be given to individuals who’ve managed health plan or health system clients.
• A preference for prior management of individuals particularly in customer success, but not a necessity.
• A preference for individuals who had previous KPI and success metric tracking in a customer success role.
• Ability to deeply understand and apply technological solutions to business problems.
• Must have excellent oral and written communication skills.
• Experience using CRM software, and other web-based SaaS applications.
• Ability to network, engage, and influence outcomes with C-level stakeholders.
• Must be willing to travel up to 10-15 percent of the time.
• Hardworking, go-getter with upward mobility potential.

Please email your resume to [e-mail]