Director - Client Success Management

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

Job summary

An established industry player is seeking a Director of Client Success to lead client relationships and ensure satisfaction in the evolving healthcare landscape. This role combines analytical skills with strategic oversight, allowing you to guide clients through the implementation of a cutting-edge value-based payment platform. You'll collaborate with cross-functional teams, manage a portfolio of accounts, and develop performance metrics to track success. Join a dynamic environment where innovation thrives and your contributions can reshape the future of healthcare delivery.

Qualifications

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

Responsibilities

• Oversee client relationships to ensure satisfaction and success.
• Manage multiple customer accounts and drive project milestones.

Skills

Healthcare Experience

Account Management

Communication Skills

Analytical Skills

CRM Software

KPI Tracking

Education

Bachelor's Degree or Equivalent

Tools

CRM Software

SaaS Applications

Job description

SpectraMedix is at the forefront of transforming healthcare, empowering health plans and health systems with the tools and insights they need to provide better, more cost-effective care to the communities they serve. Our cutting-edge platform delivers advanced analytics that help organizations excel in the transition to new value-based payment (VBP) models.

By combining advanced technology with a team of seasoned experts, we provide a unique solution tailored to meet the needs of the healthcare industry during this critical phase of value-based care evolution. Our platform is strategically designed to guide health plans, accountable care organizations, and health systems in their journey toward achieving success in value-based payment initiatives.

We are committed to creating an environment where innovation thrives, employees are empowered to drive meaningful change, and every team member plays a key role in reshaping the value and quality equation in healthcare. Our organization’s long-term stability is grounded in this commitment, and we prioritize our employees' growth, well-being, and success as the foundation for a thriving future—both for them and for the communities we serve.

Our Values

Diversity & Inclusivity

At Spectramedix, we believe that diversity drives innovation and inclusivity fosters collaboration. We are committed to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. We celebrate diverse perspectives and are dedicated to providing equal opportunities for all, regardless of race, gender, age, disability, or background. Join us in building a culture of belonging and mutual respect.

Designation: Director - Client Success Manager

Location: East Windsor, New Jersey (Remote Acceptable)

Experience: 10+ Years

Description:

At SpectraMedix, the Director of Client Success (CSM) oversees all client relationships. They focus on ensuring strong client satisfaction and success by providing knowledgeable insights and partnership that supports each client’s strategic goals. The Director of Client Success also is responsible for the retention and growth of client engagements. This role is a player/coach who can manage a portfolio of accounts themselves, and lead a team of client success managers. The Director of Client Success will guide existing and new customers from signing to fully implementing the SpectraMedix Value-Based Payment Platform. This role involves collaborating with various teams, demands analytical, strategic, and people skills, and may include some travel, around 10-15% to meet clients. The Director of Client Success is responsible for growing the Client Success team’s skills and maintaining high client satisfaction. This role is highly collaborative and will require strong interpersonal skills to work with different departments to achieve client objectives and commitments. This role will also develop and maintain a strong performance metric approach, and present monthly success reports to management using key performance indicators (KPIs) and success metrics.

Key Responsibilities

1. Manage customer and internal resources to drive toward project milestones and overall project execution
2. Managing multiple customer accounts and leveraging the SpectraMedix portfolio of products to generate new business
3. Fully understand clinical processes, workflow, and requirements to implement a robust solution
4. Identify and solve complex process and technology-related problems during the rollout process through methodologies that rely on best practice as much as creative thinking
5. Clearly communicate the status of all projects, issues with implementation, and solutions
6. Establishes effective Quality Assurance processes for the project and ensures that they are followed
7. Engage with a variety of stakeholders within each client to ensure buy-in at all levels within the organization
8. Participate in cross-functional teams, acting as an advocate for the user, to ensure customer needs are met
9. Communicate functionality and technical concepts to non-technical/technical users, alike
10. Ability to manage change requests from customers to generate new-revenue
11. Ability to manage and track the performance of team members
12. Effectively manage and build a client success team
13. 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 & Skills

• Bachelor’s degree or equivalent
• A minimum of five (05) years of healthcare experience is required
• A minimum of five (05) 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 of prior management of individuals particularly in customer success, but not a necessity
• A preference to 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
• Hard working, go-getter with upward mobility potential
• Strong verbal and written communication, technical articulation, listening, and presentation skills are essential
• Demonstrated expertise in prioritization, time management, and stakeholder management (both internal and external) is necessary
• Should be a quick learner, self-starter, proactive, and an effective team player
• Must have experience working under tight deadlines within a matrix organizational structure