Client Success Director

[Leah Flair]

Job Summary
This position works with a portfolio of physician practices to drive value through their participation in ChartSpan programs and services. In parallel, They are responsible for ensuring compliance with ever-changing Medicare programs. The Client Success Director works directly with practice managers and providers to set expectations and initiate programs to help them meet their compliance and revenue goals. 

Essential Duties

• Maintain client relations by directing, coordinating and overseeing all account activity
  
• Identify and cultivate strong relationships with Executive Sponsor and key constituents that are influential to the Chartspan partnership within each of the clients in assigned
  
• Determine and document Executive Sponsor’s definition of success and ensure internal constituents are delivering value against these key metrics
  
• Proactively manage customer success leveraging Chartspan data and program analytics
  
• Review client performance no less than monthly during in-person meeting with key stakeholders
  
• Engage client stakeholders in Chartspan value-added services and webinars as appropriate 
  
• Recruit and retain evangelical clients sponsors that are willing to serve as references
  
• Achieve a targeted number of validated Case Studies per reporting period
  
• Coordinate the involvement of company personnel, including support and management resources, in order to meet account performance objectives and customers' expectations
  
• Own and manage the resolution of performance issues or client concerns
  
• Manage customer satisfaction and service delivery by anticipating potential problems; continuing communication during challenging times and monitoring satisfaction.
  
• Create and manage client development plans; assess customer needs on a regular basis
  
• Meet or exceed customer service KPIs
  
• Other duties as assigned
  

Skills and Abilities Required

• Ability to quickly demonstrate expertise and establish credibility with clinical decision-makers
  
• History of building relationships with C-suite executives
  
• Excellent communication skills, including the ability to listen, influence, and negotiate with key stakeholders at all levels of our customer’s organization
  
• History of developing insight into customer needs, with the proven ability to define and provide solutions
  
• Must be able to manage multiple tasks, manage deadlines and have excellent follow-up skills while honoring a collaborative work environment
  
• Technical Proficiency including Google G-Suite
  

Required Education and Experience

• Bachelor’s Degree or equivalent experience
  
• 5+ years of overall professional experience with prior experience in enterprise-level customer management desired
  
• 3+ years of relevant experience in the healthcare industry
  

Physical Requirements
This position requires the following physical activities with or without accommodation.

• Must be able to remain in a stationary position 50% of the time.
  
• Frequent communication with others, requiring the exchange of accurate information.
  
• Visual acuity, i.e., close distance, and color vision, depth perception and the ability to adjust focus.
  

Work Environment
This position functions virtually and will require travel to client sites up to 70% percent of the time.

Please apply by sending your resume to brandon.gore@chartspan.com