Role Overview:
The Regional Vice President, Client Success (RVP CS) provides dedicated account management, coordination, and product expansion across MHK’s clients. This is an extremely visible role within the company, supporting the retention and growth of MHK’s customers. The core focus will be on building relationships with MHK’s clients and leveraging strong partnerships with internal parties in support of multiple client objectives.
The RVP CS will be responsible for developing an appropriate account strategy, orchestrating and executing the tactics and forging strong relationships within the Client’s organization. They will develop a detailed understanding of the Client’s business and be able to effectively leverage relationships with the Client’s Executive, Operational and IT Support groups in support of optimal utilization of MHK’s solutions. The end goal is a successful, strategic partnership resulting in value realization, client satisfaction, revenue retention and growth.
Key Position Responsibilities:
- Deliver Results for Assigned Clients
- Renew existing client agreements. Do so proactively, well in advance of Renewal dates.
- Grow account Revenues through add-on sales and services (achieved through partnership with Sales team members).
- Achieve high Net Promoter Survey scores.
- Cultivate and provide access to reference-ready clients.
- Create an annual Client Success Plan (strategy and tactics).
- Execute the MHK Client Success playbook (suggested activities and cadence of client activities).
- Drive Client Relationships and Value Realization:
- Drive the strategic vision and partnership between the client organization and MHK, ensuring that strategic roadmaps are mutually shared, business objectives are aligned and achieved.
- Efficiently leverage the MHK Executive team, Product team and other enterprise resources in support of client satisfaction and account growth.
- Establish and leverage beneficial relationships within the client (high and wide, at the executive level, department head level and IT and other support levels).
- Manage and lead on-site and remote meetings, including Monthly and Quarterly Business Reviews.
- Liaise between the client and MHK, serving as their advocate. Monitor activities and escalate client issues and drive resolution across multiple functions as necessary. Facilitate communication of any escalated issue to VP CS and other MHK resources who may take the lead on driving resolution.
- Work with MHK Sales counterparts and VP CS to ensure that the client is receiving services and contracted deliverables.
- Collaborate on client strategy with Sales and Product Management:
- Keep client satisfaction top of mind by developing detailed account business plans, orchestrating their execution and key business outcomes including Contract Renewals and Client Satisfaction as measured by our Annual Net Promoter Score surveys such that MHK is always the first vendor the client mentions when they think of best in class.
- Collaborate with Sales and Operations to identify and advance additional sales and services revenue opportunities. Support new sales opportunities for accounts that will be assigned to you once won.
- Facilitate product introductions and play a material role in complimenting and driving successful implementations and operational adoption with the client.
- Help clients succeed and execute with our products, develop a vision for how the product can be used, proactively identify potential issues that could hamper success, and ensure that the appropriate MHK resources are working to resolve these issues.
- Manage client data including basic client information (address, key contacts, renewal date, etc), as well as overall products client uses (both MHK and non-MHK) in our SalesForce CRM.
Education & Experience:
- Minimum of 8 years’ experience working in account executive / sales executive capacity, preferably with demonstrable leadership presence and C-level experience.
- Experience in healthcare IT especially with health plans and related service providers (e.g., fulfillment, claims platforms, consulting, etc.).
- Specialized Knowledge/Skills
- Managing relationships with complex products and clients.
- Administrative – ability to simplify the complex, accuracy and attention to detail.
- Communication - verbal and written; ability to articulate a plan (what, who, when).
- Organizational
- ability to multi-task and prioritize.
- manage deadlines.
- work independently and as a peer-team leader.
- Computer proficiency (SalesForce, Outlook, Word, PowerPoint, Excel) required.
- BS/BA degree or equivalent experience in Healthcare Practice Management. Master’s degree preferred.
Organizational Alignment:
- Reports to the Chief Growth Officer.
- Works as a member of the MHK Sales and Marketing team.
- Enlists the support of product management, marketing, client services, legal, finance and other sales and management resources as needed.
- Closely coordinates company executive involvement with client management as appropriate.
Environmental Job Requirements & Working Conditions:
- This position will require some travel to customer locations and MHK locations (Tampa, FL & Guilford, CT).
- This position may be Remote or based at one of MHK’s offices in Tampa, FL, Guilford, CT.
- All prospective employees must pass a background check & drug test.
Compensation:
- This position includes a base salary commensurate with background and experience level, along with an attractive commission plan.
- Company benefits include health insurance, life insurance, company paid vacation, and company contributing 401K.
COMMITMENT TO DIVERSITY & INCLUSION:
We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us by email at careers@mhk.com. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address and the email address cannot be used to inquire about the status of applications.
In accordance with applicable Pay Transparency laws, MHK is required to include a reasonable estimate of compensation for this role. The reasonable estimate for base salary if hired is $125,000 - $160,000. Please note this information is only an estimate and specific to those hired in New York, Illinois, Colorado, or California. Outside of these locations, salary range would be aligned to the candidate's specific location. A final decision on the successful candidate's starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.
For more information, please visit Know Your Rights, Pay Transparency, and MHK EEO/AA Statement
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