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Client Success Operations Director

2 months ago

Madison, Connecticut, United States Clarity Software Solutions Full time
Job DescriptionJob DescriptionClient Success Operations Director

At 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:
  • Competitive compensation.
  • A full benefits suite including Medical/Dental & Vision plans.
  • 401k with company match.
  • A supportive and growth-oriented culture
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 Customer Success – Operations Director is responsible for overseeing technical, cross-team initiatives to allow client facing teams to focus on customer satisfaction, retention, quick response, daily production, and content management efforts, ultimately focused on removing non-value-added tasks for overall support efficiency. This will include liaising with COS, IT-COE, Technology Implementation, AE/Sales, Finance and Contract and Legal Departments at Clarity. This position reports to the SVP of Client Success.

Essential Functions
  • Centralize and streamline operational responsibilities of complex account analyst activities to further improve client satisfaction in support of new client tiered support model.
  • Drives efficiencies by identifying and prioritizing efficiency efforts and ensuring key internal stakeholders deliver against agreed upon liaison roles and responsibilities.
  • Develops and leads CE team training in concert with HR on all operational areas with focus on efficient and successful job creation.
  • Production Facility Alert Management with emphasis on reducing non-value-added tasks and preventing future alerts by resolving root cause(s).
  • Oversee Production Issue prioritization, resolution, and completion.
  • AME content analysis & testing.
  • Enhance RFQ process to prevent materials causing inefficiency & manual action.
  • Artwork Management, including providing direction to and oversight of Artwork Specialist staff.
  • Inventory Reporting Management.
  • Internal Production Reporting, Tools, and Monitoring, driving tool enhancements.
  • Incident Report Management (Reporting and Root Cause Resolution).
  • Along with peers and senior leadership, contributes to relationship management across the customer success team, helping others on the team maintain and improve customer relationships.
  • Manages direct reports on a day-to-day basis and is responsible for performance and development management related activities.
  • Other duties as assigned.

Education Required
  • BA/BS degree in Business Administration, Communication, Technology, or a related field, or equivalent experience.

Knowledge & Experience
  • 10+ years of experience in a customer facing and leadership role.
  • 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.
  • Analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
  • Ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
  • Strong background in a leadership capacity including co-creation of training & learning paths.
  • 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.

Personal Attributes
  • 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

Physical Demands
  • 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.
  • Must be able to move audio/visual equipment for presentations is this a current demand.

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