Director, Client Success

Department: Client Success TeamLocation: RemoteFLSA Status: ExemptPeople Leader: NoTravel: 50% - 75%SummaryCompany SummaryAccuity partners with hospitals and health systems through a technology-enabled, physician-led model that improves clinical documentation integrity, coding accuracy, reimbursement optimization, and quality outcomes.Job SummaryThe Director, Client Success, is accountable for driving high levels of client satisfaction that promote retention and account growth. The Director, Client Success serves as a trusted advisor between client and Accuity and proactively manages performance both client-facing and internal. Communicating client ROI, establishing success metrics, and developing the client relationship are key responsibilities. The successful candidate will be responsible for collaborating with a multi-disciplinary team to drive performance, overall client satisfaction, and loyalty.ResponsibilitiesCollaborate with Operations to develop processes to be used by Operations to achieve expected outcomesUnderstand the problems and challenges of clients and identify ways Operations can better address those needsEstablish process to support escalation engagementsPlans and prepares for all client-facing performance read-outs by involving appropriate cross-functional teams, obtaining and analyzing reporting, and developing meaningful insights for the clientDefine schedules, key milestones, and success criteriaProactively identify potential risks and recommend proper mitigationIdentify key contacts at client sites to improve and foster effective and prompt communicationsDevelop and nurture relationships with key client stakeholders to position Accuity optimally for account retention and growthIdentify revenue risk/growth opportunitiesIdentify opportunities for expansionProvide input to forecasting and funnel activitiesMonitor and assess activities of our competitors to proactively satisfy and retain our clientsPerforms miscellaneous job-related duties as assignedQualificationsEducation and CredentialsBachelor’s degree in Business or HealthcareAdvanced degree preferred (MBA, MHA)ExperienceMinimum of 5 years of experience in Healthcare, preferably in HIM, CDI Operations or vendor experience serving provider organizationsExperience owning client-facing relationships highly preferredExperience in a technology supported services business preferredExperience in a related role in Revenue Cycle including extensive knowledge of Health Information Management and/or Clinical Documentation Improvement preferredCore CompetenciesPassionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-endProven experience managing a Customer Success program with a services organizationKnowledge of the healthcare marketplaceAbility to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth executionExperience with mitigating challenging customer complaints using a logical, systematic, customer centric processAbility to interact at all levels up to and including Senior ExecutivesAbility to travel to customer sites (up to 75%)Ability to use a PC in a Windows environment, including Microsoft Suite productsIndependent, focused individual able to work remotely or on-siteAdditional Requirements Physical Requirements: The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation. Unless otherwise indicated, Accuity positions require interaction with people and technology while either sitting or standing. Employees must be able to communicate via phone, email, etc. and sit for extended periods of time, with or without reasonable accommodations. Physical effort and exposure to physical risk are limited to that of an office role / environment. Position and Employment Statement: While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from a job and to assign other duties as necessary and at any time. All positions at Accuity Delivery Systems, LLC, are at-will employment, and a position description is not a guarantee of a job or of job responsibilities.While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from a job and to assign other duties as necessary and at any time. All positions at Accuity are at-will employment, and a position description is not a guarantee of a job or of job responsibilities.