Director, Client Success

2 weeks ago

Franklin, United States i2i Population Health Full time

Are you mission-driven? Are you interested in joining a group of people dedicated to playing a part in changing healthcare?


i2i Population Health is a technology company inspired to create innovative population health solutions that improve Quality Outcomes, Care Coordination, and Access to Care.


While our Population Health Management and Analytics solution suite is well-regarded in the industry, we genuinely believe that our employees are i2i’s greatest asset We’re constantly on the lookout for top talent with expertise in a variety of areas. We invest heavily in our patients, our clients, and our people to ensure that we make a difference in quality healthcare. We are a culture of passionate people who are excited to be taking on some of the most challenging problems in healthcare Join us at i2i Population Health, where collaboration, hard work, and work-life balance come together to create a supportive and fulfilling work environment.


We are looking for a Director, Client Success to be the strategic owner of a book of business or region ensuring the satisfaction and retention of customers. The Director, Client Success will design and implement strategies to support a Client Success Executive (CSE) team in creating value and partnership with critical access (CAH) and rural hospital customers. Experience in both client relationship management and inpatient care settings will be critical for this role.


ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

  • Define the strategic plan and lead delivery of that plan for a specific book of business or region ensuring customer satisfaction
  • Hire, develop and retain CSEs, working with the VP, Client Success to ensure appropriate staffing to accomplish client satisfaction and retention goals
  • Provide additional leadership in support of VP, Client Success to CSE team
  • Execute on the i2i Client Success Model for assessment, design, and connection of i2i’s solutions with the needs and opportunities of the customer to meet and exceed operational and financial results
  • Develop product knowledge and skills relative to specific role that supports basic application demonstration to end users
  • Drive superior adoption of all i2i’s solutions (products and services) from the user level to the executive management team to qualify and quantify all customer outcomes
  • Manage communication to clients on all escalated support issues, working to resolution those specifically owned by CSE within defined internal service levels
  • Ensure contract milestones and product and services performance measures are always met
  • Work with the product team to support and integrate new product releases, versions or other rollouts with minimal customer disruption
  • Participate as needed to drive community and market awareness of the i2i brand, outcomes success stories, capabilities, and initiatives including conferences, exhibitions, seminars, or other
  • Acquire current, relevant domain knowledge of various healthcare information technologies and national commercial industry data to create value for i2i and its customers


SUPERVISORY RESPONSIBILITIES

  • Provide support and leadership to CSE team
  • Assist with escalated customer requests from CSE team
  • Ensure expectations for individual performance are clear and that each team member has adequate tools/information/support to meet expectations


BASIC QUALIFICATIONS

Education:

Bachelor’s degree required; MBA preferred

 

Experience:

  • Minimum of 5 years of client services or account management specifically in inpatient care settings will be critical for this role
  • Proven experience leading others


Knowledge and Skills:

  • Demonstrated passion to work in a “start-up or early stage” company wearing many “hats” to build and participate in the future
  • Excellent analytical, written and oral communication skills required
  • Excellent organizational, problem solving, and inter-personal skills required
  • Ability to work independently, set priorities, and multi-task to meet many objectives 
  • Ability to be a working leader to a team, providing guidance and support


i2i Population Health Offers:

  • Great coworkers who describe our Award-Winning culture as collaborative, friendly, fun, and supportive 
  • Hybrid work environment
  • A flexible culture with a work-life balance focus.
  • Competitive Compensation and Benefits Package
  • Unlimited Time Off







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