Hospital Relations & Client Success Lead

Versit; Indianapolis (IN); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Vision Plans

PTO and Holidays

Disability insurance

Life insurance

401(k) match (7%)

Job summary

Versiti is seeking a Client Success professional focused on Blood Services customers to drive activation, lifecycle management, and retention. You will liaise between customers, Blood Services leadership, and cross-functional Versiti teams to meet customer needs and improve service performance.

The role emphasizes monitoring satisfaction, communicating requirements, and supporting growth initiatives across hospital partners. Strong collaboration and regulatory compliance are key.

Qualifications

• Bachelor's Degree BA/BS from an accredited college or university in applicable field. required
• 4-6 years Job related experience in blood banking/transfusion services. required
• 4-6 years Experience in customer service, customer relationship management, or account management, preferably within a blood center or healthcare environment. required
• 1-3 years Demonstrated experience managing customer relationships and supporting customer satisfaction, retention, and value delivery. required
• Less than 1 year Experience using customer relationship management tools, customer surveys, performance metrics, and reporting to support customer management. required
• 1-3 years Proficiency in developing professional reports, presentations, and customer-facing materials required. required

Responsibilities

• Client Lifecycle Relationship Management and Hospital Engagement. Serves as a liaison and builds relationships with current customers, including hospital administrators, managers, physicians, laboratory technologists, and professional staff.
• Establishes mechanisms to understand unmet customer needs and communicates customer needs and expectations to Client Success and Blood Services leadership.
• Conducts hospital visits regarding blood center and hospital performance and relationships.
• May intervene, investigate, and document customer problems when they arise.
• Client Satisfaction, Performance, and Inventory Practices. Establishes and monitors customer satisfaction metrics and assists leadership in developing plans to improve performance.
• Maintains the customer excellence reporting mechanism and response plan.
• Develops and presents inventory, usage, and waste metrics to customers quarterly and works with customers on inventory management and cost-effective practices.
• Monitors customer feedback to identify market trends, service enhancements, product positioning, and product development opportunities.
• Client Activation, Market Insight, and Growth Planning Support. Coordinates new customer implementation.
• Partners with leadership to contribute to marketing plans that support Blood Services growth within identified markets.
• Benchmarks services and practices within the industry and market to maintain standards and anticipate trends.
• Encourages and supports research and improvement studies that may improve the quality of hospital services or increase revenue opportunities.
• Cross-Functional Coordination, Training, and Customer Representation. Supports annual customer service training for Hospital Services and coordinates with other Versiti service lines to meet customer needs comprehensively.
• Represents the customer on Versiti teams developing processes and implementing systems that affect customers.
• Participates in appropriate meetings and committees for planning and problem solving.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Skills

Client Relationship Management

Hospital Engagement

Customer Service

CRM tools

Education

Bachelor's Degree BA/BS

Tools

CRM software

Microsoft Office

Job description

Versiti is seeking a Client Success professional focused on Blood Services customers to drive activation, lifecycle management, and retention. You will liaise between customers, Blood Services leadership, and cross-functional Versiti teams to meet customer needs and improve service performance.

The role emphasizes monitoring satisfaction, communicating requirements, and supporting growth initiatives across hospital partners. Strong collaboration and regulatory compliance are key.