Senior Client Success Executive

Making healthcare happen. Since our founding in 2016, we've formed partnerships with and designed solutions for some of the largest and most reputable health systems — especially in the areas of patient scheduling and closed-loop referral management.

By using blockit to platform their existing workflows, and to design new ones, these health systems have meaningfully improved access to care for their patients, evidenced by these two examples:

At a large for-profit health system, ED referral follow-through rates increased from 25% to 82%

At a large not-for-profit health system, the time to schedule a patient in the call center dropped from 8 min to under 2 min.

We are seeking an energetic and self-motivated Senior Client Success Executive to join our dynamic team. In this role, you will cultivate trusted partnerships with client stakeholders, empowering them to enhance the healthcare experience for their patients. You will directly influence revenue retention, customer satisfaction, and overall company success. Your responsibilities will include close collaboration with clients to analyze, report on, and optimize their business using the full potential of our product while also contributing to the overall success of the Client Success team.

As the primary point of contact with clients, you'll nurture stakeholder relationships and collaborate with other internal team members to strategically plan the partnership between blockit and our clients. We are in search of individuals passionate about our mission, committed to driving both client success and the overall success of the blockit team. The ideal candidate possesses significant experience with medium and large health systems, coupled with a problem-solving mindset, creative flair, healthcare knowledge, and the ability to effectively manage multiple priorities.

Join us in transforming healthcare technology and making a significant impact on the industry. Be a key player in our journey to deliver innovative solutions that enhance the blockit platform and improve the healthcare experience for all.

Key Responsibilities:

• Establish yourself as the foremost relationship owner and trusted advisor for your clients, fostering a profound understanding of their goals and objectives. Act as a vocal advocate for our clients, ensuring their perspectives are heard by key stakeholders.
• Identify and prioritize enhancement opportunities that improve the overall client experience and optimize their utilization of the blockit platform. Your dedication to elevating client success will be instrumental in driving continuous improvement and innovation.
• Cultivate enduring client partnerships by serving as the primary escalation point and guiding the path to swift resolution. Proactively anticipate questions, provide insightful answers, and consistently champion the voice, interests, and feedback of our valued customers within the blockit ecosystem.
• Play a pivotal role in presenting the substantial benefits and distinctive value proposition that blockit delivers to your clients. This involves active engagement through regular meetings, onsite interactions, and comprehensive quarterly business reviews. Your ability to convey the impactful advantages of blockit will reinforce client satisfaction and foster lasting partnerships.
• Proactively explore avenues for ongoing enhancement of overall client satisfaction while actively expanding our network of customer referral sources.
• In collaboration with the sales team and executive sponsors, design and implement retention and growth strategies. Your role encompasses the responsibility for ensuring profitable retention, driving growth, spearheading strategic initiatives, fostering relationship development, and upholding service excellence.
• Utilize data-driven solutions to draw meaningful insights, connecting results to clients' key priorities and objectives. Maintain a comprehensive perspective of the entire client journey, adeptly summarizing prevailing themes, trends, and strategic responses for the benefit of leaders and stakeholders.
• Contribute to the monitoring and tracking of all client Service Level Agreements (SLAs), enabling the timely reporting of potential risks to leadership. Your commitment to precision and strategic foresight will play a pivotal role in sustaining and advancing client relationships.
• Proactively assess performance metrics through collaboration with other internal teams, ensuring adherence to client expectations and Service Level Agreements (SLAs). Forge close partnerships with internal Operations team members to seamlessly address day-to-day client service needs and promptly resolve any arising issues.
• Demonstrate a robust capacity to work cross-functionally within the organization. Your adeptness in executing client goals and priorities, coupled with the ability to navigate through ambiguity and rapid changes, underscores your commitment to achieving client success.
• Contribute to renewals and upsell opportunities, working with the sales teams to ensure client success and satisfaction.
• Analyze client metrics, including engagement and satisfaction, to identify trends and proactively address potential issues.
• Assist with providing professional development and guidance to junior Client Success Executives to help foster a high-performance culture.
• Assist in developing client success frameworks and best practices for the team.

Skills and Abilities:

• Exceed client expectations with an unwavering commitment to value delivery, demonstrating innovative thinking to enhance client experiences.
• Possess exceptional skills in building and managing client relationships, establishing strong rapport with clients.
• Utilize strong analytical capabilities to analyze and interpret data, supporting client strategy and ongoing initiatives effectively.
• Display persuasive communication skills, adept at articulating compelling stories and managing challenging conversations.
• Demonstrate a proven ability to cultivate strong working relationships, internally and externally, fostering collaboration and a positive working environment.
• Collaborate seamlessly with internal business partners to meet client needs, ensuring the fulfillment of client Service Level Agreements (SLAs).
• Possess exceptional organizational skills, enabling the effective prioritization of multiple projects, activities, and deadlines.
• Be open to travel, with the ability to accommodate up to 20% travel.
• Demonstrated ability to influence and build relationships with senior clients.
• Strong communication, presentation, and leadership skills..

Education and Experience

• Bachelor's degree in Healthcare Administration or related work experience required
• 5+ years experience in client success, client engagement or account management position or related field required
• Experience working in a SaaS, healthcare technology/IT, or healthcare B2B environment highly preferred
• Experience working at a consulting firm, healthcare provider or digital health partner is desirable
• Experience working in a startup environment is desirable

The pay range for this role is:

107, ,000 USD per year(Remote (United States))