JOB OVERVIEWLead a team who serve as the primary post-sale contact with clients to drive client retention and satisfaction with the organization's products and/or services. Collaborate closely with sales, operations, and product teams to address client needs and support strategic business growth. Guide the client relationship team to deliver exceptional service, deepen client engagement, and identify opportunities to expand relationships. Analyze client data and competitor activity to ensure continued value and client satisfaction.
RESPONSIBILITIES AND DUTIES- Manage daily operations and performance of the client relationship team to ensure timely and effective client support
- Implement and maintain consistent tools, processes, and documentation to enhance the client experience using best practices such as customer playbooks, value propositions, and account plans
- Partner with internal teams to support issue resolution and promote a customer-first culture
- Track, analyze, and report on client service metrics and team performance
- Cultivate strong relationships with assigned customers to drive engagement, satisfaction, and retention
- Gain knowledge of company offerings and the specific HIT needs and workflows of assigned clients
- Lead regular status and planning meetings with key accounts to ensure progress toward objectives
- Understand and document client pain points and collaborate internally to identify and deliver solutions
- Maintain a structured issue log for each account and coordinate resolution with internal resources
- Serve as a primary escalation point during critical client issues or outages
- Collaborate with solution specialists to align clients with the right mix of services and products
- Provide clear and timely updates on high-value accounts to leadership
QUALIFICATIONS- Bachelor's degree or equivalent experience
- 12+ years of professional experience and 4+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience).Healthcare experience is a plus
- Minimum 3+ years of service organization in a client facing role - preferably Customer Success, Account Management, Servicing IT or Software Accounts
- Ability to project-manage critical situations to successful solution
- Ability to independently engage, present and communicate at the VP/C-level
REQUIRED SOFTWARE EXPERIENCE- Microsoft Office Suite
- NetSuite
- Salesforce or equivalent
- Jira
Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.Salary Range: $108,000.00 - $135,000.00 USDA word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process.
We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy. 
