The Director, Client Success is responsible for leading a team of client success teammates who manage clients and focus on revenue retention, referenceability, and growth. The scope of this job includes developing programs, processes, and best practices that foster client satisfaction, alignment, and long-term success. This role will support our PACF business.
This position is based at WellSky’s World Headquarters in Overland Park, KS. We invite you to apply today and join us in shaping the future of healthcare!
Key Responsibilities:
- Actively manage client communications by working closely with internal teams (solutions, support, engineering) to address client needs, collect feedback, and implement changes to improve solutions and services.
- Understand client needs and develop strategies to improve retention, reduce churn, and drive growth, and collaborate with team members to identify and address at-risk clients through proactive engagement and strategic planning.
- Lead the development of client programs that benefit broad WellSky client success strategies and clients across markets to enhance utilization, adoption, and client satisfaction, and work with internal teams to ensure these initiatives are aligned with clients' business objectives and operational needs.
- Develop and monitor key performance indicators (KPIs), ROI measures, and growth metrics, and provide regular reporting and insight to executive leadership, highlighting client health and opportunities for improvement.
- Ensure the team is equipped with the best practices and strategies for managing client relationships, provide mentorship and guidance by promoting a culture of continuous improvement and fostering a high-performance culture focused on client advocacy, excellence, and continuous improvement across the organization.
- Build and maintain strong relationships across the organization with key stakeholders to ensure the successful execution of client success strategies and cross-departmental alignment.
- Perform other job duties as assigned.
Required Qualifications:
- Bachelor’s degree or equivalent experience
- At least 8-10 years of relevant work experience
- At least 4-5 years of relevant management work experience
Preferred Qualifications:
- Strong understanding of the post-acute care market, including skilled nursing, long-term care, inpatient rehabilitation, behavioral health
- Clinical background or licensure, such as RN
Job Expectations:
- Willing to travel up to 30% based on business needs
- Willing to work additional or irregular hours as needed
- Must work in accordance with applicable security policies and procedures to safeguard company and client information
- Must be able to sit and view a computer screen for extended periods of time
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Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:
Excellent medical with Rx, dental, and vision benefits
Mental Health support through EAP
Generous paid time off, plus 13 paid holidays
100% vested 401(K) retirement plans
Educational assistance up to $2500 per year
