Dir, Client Success Growth Programs

JOB SUMMARY: The Director of Client Success is an empowered leader with deep knowledge of business and client needs, to assist VP to curating products visions and roadmaps while collaborate with various agile teams from end-to-end to produce meaningful products. Manages a team of Analytic Advisors to build strategies to retain and grow customer base, while leveraging interactions to identify and solve for whitespace.

JOB ROLES AND RESPONSIBILITIES:

1. Develop a team focused on customer success management and revenue retention, which will involve healthcare data analytics support and data structure consultation.
2. Cultivate product vision and prioritize roadmaps among various key stakeholders, to find new opportunities to better serve the marketplace.
3. Participate in the decision-making process for product enhancements and new features to ensure alignment with various user personas.
4. Participate in product design and product management and execute on the vision.
5. Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
6. Strives to reduce churn and drive new business growth.
7. Sustain business growth and profitability by maximizing value through innovative products, streamlined processes, and strategic client relationships.
8. May participate in analyzing client data, providing consultative insight.
9. Manage and resolve escalated client requests and complaints, to assist team members development.
10. Collaborate, coordinate, and communicate across disciplines and departments.
11. Ensure compliance with HIPAA regulations and requirements.
12. Demonstrate Company's Core Competencies and values held within.
13. Please note due to the exposure of PHI sensitive data -- this role is considered to be a High-Risk Role.
14. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned, as necessary.

JOB SCOPE: The Director of Client Success is a critical leadership role that requires a keen focus on the needs of customers. This position has a significant impact on the strategic direction and execution of the company's client success initiatives. The Director is empowered to make strategic decisions that shape the company's product vision, customer engagement strategies, and overall business growth, with a direct and substantial impact on the success of the organization's client-facing operations and key business objectives. This role has significant decision-making authority while is expected to collaborate extensively with cross-functional teams to align the organization around the customer. The Director of Client Success operates with a high degree of independence, setting the strategic direction for the client success function and ensuring the delivery of exceptional customer experiences. This is a people management job with authority for all HR actions (hiring, firing, discipline, training, etc.)