Client Success Manager

Summary

Join Vital's dynamic team as a Client Success Manager and play a pivotal role in driving growth and retention within our healthcare partner network. You will be the primary point of contact for assigned health systems, building strong relationships and ensuring successful adoption of Vital's platform. This role demands extensive collaboration with various stakeholders, from clinicians to executives, to enhance patient care outcomes. Responsibilities include managing partner relationships, providing superior customer service, conducting on-site visits, and fostering value-driven utilization of our software. The ideal candidate possesses a Bachelor's degree, 5+ years of relevant experience in healthcare customer relationship management, and exceptional communication and analytical skills. If you are a growth leader, resilient, an influential communicator, and customer-focused, this opportunity is for you.

Requirements

• Education: Bachelor’s degree required; business, communication, nursing, or public health preferred
• Experience: 5+ years in healthcare customer relationship management, clinical management, emergency or inpatient nursing or similar roles required; leadership experience preferred
• Skills: Strong business acumen and analytical skills, exceptional communication, collaboration, and organizational abilities, proactive, self-motivated, and accountable with a focus on problem-solving, adherence to organizational information security policies and patient privacy regulations

Responsibilities

• Drive Client Success: Serve as a core member of the Client Success Team, promoting the value on investment strategy to hospital partners
• Partner Relationship Management: Act as the primary contact for assigned health systems, building strong relationships to support growth and renewal
• Superior Customer Service: Collaborate with hospital executives, senior leaders, department heads, and clinicians to ensure successful engagement and adoption
• Travel: Conduct on-site visits up to 50% of the time, supporting partners in real-world settings
• Support Utilization: Proactively foster value-driven utilization, guiding partners to achieve measurable outcomes with Vital’s platform
• Stakeholder Engagement: Develop trusted relationships with executive stakeholders and influencers, facilitating key meetings to support partner priorities
• Goal Management: Guide and advocate for partners’ progress against established goals, adapting strategies based on trends and feedback
• Product Utilization: Monitor and optimize product utilization, identifying areas for improvement and recommending growth strategies
• Customer Support: Participate in support processes to resolve operational and technical issues promptly, enhancing the partner experience
• Product Knowledge: Maintain expertise in all Vital products and support partners in maximizing value
• Quarterly Reviews: Lead quarterly business reviews and participate in committee meetings to align partners on product usage and objectives

Preferred Qualifications

• Growth Leader: Proven track record of driving client growth and retention
• Resilient: Skilled at managing challenging situations and finding solutions to benefit both Vital and its partners
• Influential Communicator: Able to engage and motivate stakeholders across all levels of the healthcare system
• Customer Focused: Dedicated to creating impactful experiences and supporting patient care outcomes

Benefits

$115,000 - $122,000 a year