Director - Client Success - Value-Based Payment & Population Health Analytics
Director - Client Success - Value-Based Payment & Population Health Analytics
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1 Vacancy
Job Description
At SpectraMedix the Director of Client Success (CSM) is responsible for managing and strengthening all client relationships. This role ensures high client satisfaction by providing strategic insights and fostering partnerships that align with each clients goals. Additionally the Director oversees client retention and expansion efforts.
As both a player and a coach the Director manages a portfolio of accounts while leading and mentoring a team of Client Success Managers. They guide new and existing clients from contract signing through the full implementation of the SpectraMedix ValueBased Payment Platform.
This highly collaborative position requires strong analytical strategic and interpersonal skills to work crossfunctionally with different teams. The role may also involve 1015% travel for client meetings.
RESPONSIBILITIES:
- Act as the primary point of contact to guide customers in achieving their strategic goals using the SpectraMedix platform.
- Gain a deep understanding of client workflows processes and product requirements to ensure seamless implementation of SpectraMedixs solutions.
- Investigate complex and escalated issues collaborating with internal teams to develop effective resolution plans that drive customer success.
- Educate clients on SpectraMedixs internal processes including data integration product development and quality assurance to enhance transparency and alignment.
- Engage with key stakeholders at all levels within the clients organization to ensure broad buyin and adoption.
- Monitor manage and track the performance and effectiveness of team members fostering a highperforming customer success team.
- Develop and refine customer success processes integrating best practices into the team and coaching members for continuous improvement.
- Design strategies to track key product adoption metrics and measure ROI for clients using the SpectraMedix product suite.
- Collaborate with crossfunctional teams to advocate for client needs ensuring customer requirements are prioritized and addressed.
- Gain a deep understanding of clients business goals helping shape internal decisions such as platform upgrades feature prioritization and escalation management.
- Draft manage and oversee change requests ensuring smooth execution from contract initiation to completion.
- Lead and oversee the implementation of product upgrades and major platform enhancements ensuring seamless transitions for clients.
- Become an expert in the SpectraMedix Product Suite with a strong grasp of its value proposition in valuebased care for health plans and riskbearing providers.
- Represent SpectraMedix with professionalism and excellence serving as a trusted ambassador in all customer interactions and delivering a worldclass experience.
Qualifications :
- Bachelors degree or equivalent required.
- 8 years of healthcare account management experience required preferably with an analytics software solution.
- Proven experience managing health plan and health system clients.
- Prior team management experience preferred but not mandatory.
- Strong track record of driving client success KPIs and applying technological solutions to business challenges.
- Excellent oral and written communication skills with the ability to engage and influence Clevel stakeholders.
- Proficiency in CRM software and other webbased SaaS applications.
- Willingness to travel as needed for client engagements.
- Selfmotivated hardworking gogetter with growth potential.
Additional Information :
Require experience in managing Payer / Health Plan clients for SAAS implementation
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
