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Senior Client Success Director

4 months ago

Bethesda, United States GetWellNetwork, Inc. Full time
Job DescriptionJob Description

Title: Senior Client Success Director
 

Reporting to: VP, Client Success
 

Location/Travel: This position is remote and will support clients in a designated region. An ability to travel up to 50% is required.
 

Opportunity:

The Senior Client Success Director (Sr. CSD) manages a portfolio of large, complex and strategic accounts using the Get Well 360 consumer digital platform.  This commercial leader is responsible for understanding their assigned clients strategic priorities, driving effective product utilization and delivering exceptional service, demonstrated through client satisfaction, renewal & growth.

Through effective, broad-based relationships with healthcare executives and staff, industry knowledge and institutional expertise, the Sr. CSD advises on opportunities to leverage the Get Well 360 platform and supports organizations in adopting digital tools and capabilities to transform their end-to-end consumer experience.

The Sr. CSD partners closely with the leadership team on the renewal strategy, growth plan, talent development and capacity management for the division.  They play a critical role in managing the team to key performance indicators (renewal projections, expansion forecast, client meetings, etc.)

Additionally, the Sr. CSD elevates the performance of their division and the Client Success Organization (CSO) overall through activities such as:

  • Participating in CSM orientation and onboarding
  • Mentoring more tenured CSMs
  • Cultivating & sharing client management best practices, including coaching on value planning and Executive Partnership Reviews (EPRs)
  • Developing client case studies and securing referenceable clients
  • Leading and participating in cross-functional projects that are important to the Get Well business 

*Internal applications due by Friday, June 7, 2024.*

 

Responsibilities:

  • Collaborates with VP and aligned Account Executives to support renewal and growth for the hospital and health system accounts in their assigned portfolio.
  • Develops near and long term account plans for clients, ensuring their strategic priorities and measurements of success are central tenets.
  • Creates a strategic plan for ensuring broad executive sponsorship in leveraging GetWell technology, including IT/Digital Health, Clinical, and Patient Experience execs.
  • Holds other Get Well departments and colleagues to their accountabilities and committed client timelines, elevating issues proactively as necessary to keep projects on track.
  • Measures and tracks both leading and lagging indicators of success, with corrective measures instituted proactively. These include client satisfaction, utilization, outcome success (per Value Plan), retention without churn, and growth.
  • Acts in a consultative role with clients, sharing GW best practices, client internal best practices, and directing the sequencing of low effort/high impact activities across the client life cycle, ensuring continuous satisfaction and value.
  • Ensure that clients drive maximum value from their investment in Get Well and deploy the contracted scope.
  • Cultivates publishable case studies (both qualitative and quantitative) while building a bench of referenceable clients.
  • Coordinate timely communication of new product releases, launch plans, and product roadmap activities, tying participation requests to the goals of the organization. Stimulate facility/health system appetite to engage and participate in pilots and launches where indicated. 
  • Support successful adoption of new product releases, ensuring the broadest implementation possible.
  • Other duties as assigned.
 

Requirements:

  • Ability to travel up to 50%
  • Bachelor’s degree in Business, Public Health or related field. MBA/Master’s a plus
  • 7-10 years professional experience, including prior account management and consulting experience preferred
  • Demonstrated ability to drive client satisfaction, retention and growth
  • Financial acumen to maintain and grow the assigned revenue
  • Familiarity with complex enterprise solutions (hardware, software and third party integrations both hardware and software), EMR or equivalent experience strongly preferred
  • Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
  • U.S. citizenship or permanent residency required

About You:

  • A self-starter who thrives in an entrepreneurial, fast-paced environment
  • Exceptional motivator and communicator
  • Effective mentor/role model who also leads by example
  • Strong facilitation and influence skills, both internally and with clients
  • Knowledge of hospital clinical and business practices, and how to effectively navigate the dialogue around an enterprise solution
  • Strategic thinker, operational executor, and business mindset
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Data driven with strong ability to glean metrics, create reporting, and present out on the meaning of the data. 
  • Commercial acumen, understanding how to link expansion of products to the hospital/health systems strategic imperatives; keen in timing of offerings
  • Previous experience in a clinical setting, with direct experience in hospital operations and/or clinical experience a plus
  • Deep product and Get Well company knowledge is preferred
 

About Get Well:

Get Well empowers the communities you serve to take control of their healthcare journey. With the Get Well 360 Platform, healthcare organizations can now deliver consumer-centered experiences that build lifelong loyalty while deepening patient relationships, improving clinical quality, and growing market share. Each year, we empower organizations to activate, engage, and retain millions of patients. Learn more at getwellnetwork.com or follow Get Well on  LinkedIn and Twitter. 

The estimated pay scale for this position is between $130,000 and $150,000 in base salary, plus bonus potential. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills and this range is subject to change and may be modified in the future. In addition to compensation, Get Well offers a comprehensive benefit package, 401K and incentive plans, open paid-time away, paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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