Description:
The Vice President (VP), Client Success will oversee the development and direct oversight of a selection of Client Success Directors. This role will manage a portfolio of existing business with current clients. The VP, Client Success will oversee the Client Success Team ensuring proper management of existing clients and new clients currently in an Accuity pilot process, leading to excellent communication and positive engagements. This individual will also be responsible for collaborating with different work groups and departments to improve overall customer satisfaction and loyalty.
PRIMARY JOB RESPONSIBILITIES:
- Oversee successful implementation of Chief Client Officer's vision and leadership for assigned Client Success Directors at Accuity.
- Lead and support internal and client-facing meetings on program strategy and tactical execution.
- Develop and propose new ideas to continually improve client programs.
- Work with Client Success Directors to ensure all clients are receiving proper levels of customer service and receiving the appropriate attention to convert the Accuity pilot program, sustain the existing relationship, and client satisfaction.
- Collaborate on action plans to minimize client termination risk and impact through either program changes or other recommendations.
- Understand the problems and challenges of clients and identify ways the Operations can better address those needs.
- Own escalated customer issues while resolving any customer complaints in a prompt and professional manner.
- Establish process to support escalation engagements.
- Define schedules, key milestones, and success criteria for own accounts and those Client Success Directors assigned.
- Proactively identify potential risks and recommend proper mitigation.
- Identify revenue risk and growth opportunities.
- Identify opportunities for expansion.
- Provide input to forecasting and funnel activities.
- Additional duties as assigned.
Requirements:
POSITION QUALIFICATIONS:
Education:
- Bachelor's degree in Business or Healthcare, or equivalent education required.
- Degree in Healthcare Management, Healthcare Administration, Health Information Management or another related field(s) preferred.
- Advanced degree highly preferred (MBA, MHA, MS).
Experience:
- Minimum of 7 years of experience in Healthcare Revenue Cycle.
- Experience in a related role to include management of high value, complex, large service accounts.
Special Knowledge, Skills and Abilities:
- Demonstrates passion for the customer experience with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-end.
- Proven experience managing a Customer Success program with a services organization.
- Knowledge of the healthcare marketplace and revenue cycle management.
- Ability to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth execution.
- Experience with mitigating challenging customer complaints using a logical, systematic, customer centric process.
- Ability to interact at all levels up to and including Senior Executives.
- Ability to use a PC in a Windows environment, including MS Word, PowerPoint & Excel.
- Independent, focused individual able to work remotely or on-site.
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