Remote Client Success Director

Summary

The job is for a Client Success Director at IMO Health, a clinical data intelligence business. The role involves maintaining customer relationships, understanding client needs, participating in product training, increasing customer loyalty, resolving complex issues, identifying opportunities for growth, and collaborating with internal teams. The candidate should have at least 7 years of experience in client success, account management, or a related role, ideally within healthcare technology sectors.

Requirements

• Minimum of 7 years in client success, account management, or a related role, ideally within healthcare technology sectors
• Understanding of healthcare IT operations with the ability to navigate complex industry landscapes
• Demonstrated ability to serve as a strategic advisor, effectively guiding clients through intricate solutions and showcasing their value
• Exceptional verbal and written communication abilities, capable of conducting polished presentations and meetings with executive-level audiences, both remotely and in-person
• Highly flexible and self-motivated, with an entrepreneurial mindset that thrives in dynamic environments
• Strong analytical skills to assess and address customer challenges, offering effective and innovative solutions
• Proficient in Salesforce CRM and the MS Office Suite, with the ability to leverage these tools to drive client success

Responsibilities

• Maintain successful customer relationships by understanding client’s business models, challenges and how IMO Health products deliver value and improve outcomes
• Intimately understand assigned client licensure vs. adoption (what’s been implemented) vs. utilization (organizational impact) and articulate client value to improvements in both categories
• Participate in product training and be able to clearly articulate functionality, delivery and use cases for products in various markets
• Increase customer loyalty, reduce churn, and maximize customer lifetime value, driving long-term success
• Ensure that customer feedback is systematically collected, analyzed, and addressed, maintaining high levels of customer satisfaction and engagement
• Act as the primary contact for resolving complex or critical customer issues, ensuring timely and effective solutions to maintaining strong relationships
• Identify opportunities to align with internal teams and management strategically to drive customer success initiatives and enable future growth
• Use customer data and feedback to identify risks, opportunities, and trends, making informed, data-driven decisions to enhance customer outcomes
• Collaborate with sales, product, and marketing teams to ensure customers have a consistent and positive experience at all touchpoints

Benefits

• IMO Health is an equal opportunity workplace and is an affirmative action employer
• IMO Health provides visa sponsorship opportunities