Director, Client Success

Key Responsibilities

• Participate in the entirety of the Client Lifecycle, including the sales process, implementations, project go-lives, business reviews, and identify additional cross-sell opportunities.
• Oversee Client Success activities for designated clients.
• Communicate and coordinate with EnableComp Leadership to ensure all job duties are executed professionally and timely.
• Act as an “ambassador” for a fast-paced, detail-oriented supportive team by facilitating friendly, courteous, efficient, and well-presented service to assigned clients.
• Manage KPI metrics, including customer surveys, scoring, and client retention goals.
• Review, understand, and track assigned client’s performance goals, meeting regularly to review status and progress, emphasizing EnableComp’s value proposition and ROI across product lines.
• Generate EnableComp’s monthly and quarterly reporting packages, deliver them to assigned clients timely, and ensure they reflect pertinent metrics and benchmarks.
• Collaborate with internal teams to develop and implement client-specific strategies and action plans for communication, resolution of open items, and maximization of current and future revenue, including cross-sell opportunities.
• Work closely with IT and Product Support teams on file corrections, updates, and automation.
• Schedule and attend regular meetings or conference calls with assigned clients to discuss status and reports, ensuring appropriate EnableComp team member contributions.
• Develop agendas, presentation materials, create meeting summaries, and generate meeting deliverables.
• Assist Implementation with roll-out of any process update/rollout initiatives and manage client deliverables post-implementation.
• Manage and control client obligations, maintaining a high level of customer satisfaction across the organization.
• Participate in internal client account review meetings (sales forecast, at-risk, etc.).
• Use independent judgment and discretion in responsibilities detailed above.
• Other duties as required.

Requirements & Qualifications

• A Bachelor’s Degree in Business, Sales/Marketing, or a related field.
• 7-10 years of demonstrated experience in account management in the healthcare technology industry, specifically engaging in hospital revenue cycle management.
• Equivalent combination of education and experience will be considered.
• Experience with claims billing and IT/EDI systems preferred.
• Experience with CRM software (e.g., Salesforce).
• Strong computer proficiency and understanding of basic office applications, including MS Office (Word, Excel, and Outlook).

Key Considerations & Prerequisites

• Effective polished professional presentation skills for developing and communicating analytics, results, and ROI to all stakeholders.
• Strong passion for serving the needs and expectations of the client.
• Must be a self-starter and able to work independently as well as partner and collaborate with internal departments and leaders.
• Excellent written and oral communication skills to communicate with internal stakeholders and external clients.
• Demonstrated experience managing stressful situations effectively through difficult conversations, communicating obstacles, challenges, and developing action plans.
• Demonstrates a consultative relationship style both internally and externally; is a team player with a positive-can-do attitude.
• Strong analysis and problem-solving skills.
• Must be able to manage conflicting priorities while being extremely adaptable and flexible.
• Up to 30% travel required.