- Competitive compensation.
- A full benefits suite including Medical/Dental & Vision plans.
- 401k with company match.
- A supportive and growth-oriented culture
- Under guidance from the SVP of Client Success, the Director develops the CS Champion team for scalability and sustained growth, with all people, business processes, and strategies optimized with consideration of impact to client.
- Adds value to client relationships and drives client goals by active exchange with clients and continuous improvement around business processes and communications.
- Creates a data-led model of the client journey, and ensures internal stakeholders are aligned and accountable to the model.
- Works to ensure one-source of client data is used within their team and across internal stakeholders.
- Along with the SVP, determines the metrics, health scores, and KPIs relevant to their assigned client portfolio.
- Increases product adoption, client loyalty and retention, and client satisfaction while actively setting and contributing to churn reduction tactics.
- Collaborates with Sales & Account Management to build upsell and cross-sell strategies based upon insights aggregated through their own interactions with clients.
- Manages a team of Client Success Managers and their respective Client Success Analysts & Specialists on a day-to-day basis.
- Oversees performance and development management related activities for a team of Managers, Analysts, and Specialists.
- BA/BS degree in Business Administration, Communication, Technology, or a related field, or equivalent experience.
- 10+ years of experience in a client facing and leadership role; preferred experience from a Top Customer Service company (Commercial or Consumer).
- Exemplary client service delivery approach.
- Ability to resolve problems, identify service delivery trends, and potential system improvements.
- A track record of motivating teams through coaching and performance & development management practices.
- Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation.
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
- Expert communication skills and the ability to hold C-level Client conversations that drive business for both parties and move the relationship forward.
- Business development knowledge and, ideally, experience growing a business.
- Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
- Strong background in leadership capacity.
- Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools.
- Experience in industry standard querying tools (SQL) preferred.
- Previous experience working for or with healthcare payers preferred.
- Driven with strong leadership skills and ability to interpret and explain complex problems and situations.
- Holds self and others to exemplary standards through personal and professional accountability.
- Exudes a collaborative style with internal teams and external clients.
- Strong interpersonal skills to interface effectively with clients and teams.
- Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures.
- Functions well in a fast-paced environment.
- Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies.
- Excellent organizational and time management skills with an ability to delegate tasks and responsibilities.
- Enjoys working in a matrixed, team-based culture in support of client deliverables.
- Aptitude to quickly learn and multi-task.
- Outstanding telephone and email etiquette with excellent oral and written communication skills.
- Must be able to operate a computer and other office products (i.e. a computer printer).
- Must be able to frequently communicate via varied communication apps and methods.
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Client Success Director - Madison, United States - Clarity Software Solutions
Description
Job Description
Job DescriptionClient Success Director – Champion TierAt Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.
We Offer:
Company Description:
Clarity Software Solutions Inc is a healthcare technology and engagement company headquartered in Madison, Connecticut. We assist with solutions to organize, customize, and deliver healthcare data, plans, and records through their medical solutions. Our document management software technology is built within secure web-based solutions that allow for multimedia publishing of communications. They work with a team of highly skilled and trained professionals who are tasked with the responsibility of providing technological solutions and innovations. In addition to offering employees a progressive work environment being, being rated as one of the best places to work in Connecticut and Marcum Tech Top 40, employment with Clarity offers competitive salary, comprehensive group health, life, and disability benefits and a 401(k) plan with an aggressive vesting schedule and company match.
Job Summary:
The Client Success Director – Champion Tier is responsible for managing key client accounts in the top tier client support model (Champion). The Director builds and manages a client success team responsible for achieving maximum relationship health throughout the client lifecycle. The Director is key in realizing positive effects on renewal, growth of lifetime value, and client satisfaction. The Director ensures cohesive, data-led and Client informed processes are core to operations. The CS Director, Champion Tier is hands on with these critical accounts and helps to transition client relationships into business partnerships that drive value for the client and Clarity. This position reports into the SVP of Client Success.
Essential Functions
Knowledge & Experience
Personal Attributes
Physical Demands
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