Position SummaryThe
Director, Client Success, is responsible for managing and growing client relationships through hands on partnership and collaboration with both EnableComp operations and sales leadership. This role focuses on delivering exceptional service, aligning client expectations with internal capabilities, and driving satisfaction and retention through consistent, proactive communication. The Director acts as an extension of the client, translating needs into actionable plans, resolving challenges, and identifying opportunities to enhance performance and expand market share through consistent service that exceeds client expectations.
Key Responsibilities- Participate in entirety of Client Lifecycle. Sales process, Implementations, Project Go Lives, Business Reviews, and identify additional Cross Sell opportunities
- Will oversee Client Success activities for designated clients.
- Communicate and coordinate with EnableComp Leadership to ensure all job duties as assigned are executed professionally and timely in accordance with EnableComp standard.
- Acts as an "ambassador" for a fast-paced, detail oriented supportive team by facilitating friendly, courteous, efficient, and well-presented service to assigned clients.
- Manages KPI metrics including, but not limited to, customer surveys, scoring and client retention goals.
- Reviews, understands and tracks assigned client's performance goals and meets regularly with assigned clients to review their status and progress with an emphasis on highlighting EnableComp's value proposition and ROI across product lines.
- Generates EnableComp's monthly and quarterly reporting packages, delivers to assigned clients timely, and ensures they consistently reflect the pertinent EnableComp metrics and benchmarks.
- Collaborates with internal teams to develop and implement client specific strategies and action plans for communication, resolution of open internal/external items and maximization of current and future revenue, including the identification of cross-sell opportunities.
- Works closely with IT and Product Support teams regularly on file corrections, updates, and automation.
- Schedules and attends regular meetings or conference calls with assigned clients to discuss status and reports and ensures the necessary EnableComp team members contribute appropriately.
- Develops agendas and other presentation materials, create meeting summaries and generate meeting deliverables.
- Assists Implementation with the roll-out of any process update/rollout initiatives and manage client deliverables post-implementation.
- Manages and controls client obligations, maintaining a high level of customer satisfaction at all levels of the organization.
- Participates in internal client account review meetings (sales forecast, at risk, etc.).
- Use of independent judgement and discretion as it relates to responsibilities detailed above.
- Other duties as required.
Requirements & Qualifications- Bachelor's Degree in Business, Sales/Marketing or other related field of study
- Must have 7-10 years demonstrated experience in account management in the healthcare technology industry, specifically engaging hospital revenue cycle management.
- Equivalent combination of education and experience will be considered.
- Experience with claims billing and IT/EDI systems preferred.
- Experience with CRM software (e.g. Salesforce.com)
- Must have strong computer proficiency and understand how to use basic office applications, including MS Office (Word, Excel, and Outlook).
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Key Considerations & Prerequisites- Effective polished professional presentation skills for developing/communicating analytics, results and ROI to all stakeholders.
- Strong passion for serving the needs and expectations of the client.
- Must be a self-starter and able to work independently as well as partner and collaborate with internal departments and leaders.
- Excellent written and oral communication skills to communicate with internal stakeholders and external clients.
- Demonstrated experience managing stressful situations effectively through difficult conversations, communicating obstacles, challenges and developing action plans to present to management.
- Demonstrates a consultative relationship style both internally and externally; is a team player and has a positive-can-do attitude.
- Strong analysis and problem-solving skills.
- Must be able to manage conflicting priorities, while being extremely adaptable and flexible.
- Up to 30% travel required.
