Remote Director of Client Success

Summary

Join a virtual obesity medicine clinic as the Director of Client Success to oversee relationships with large customers, manage client life cycles, and drive customer success and satisfaction.

Requirements

• At least 5 years in sales oriented, account management, professional services or operations positions within the healthcare industry
• Bachelor's degree or equivalent experience in client success, sales, business development or account management; Master's degree in business, healthcare administration or other healthcare-related field preferred
• Proven experience building strong client relationships and growing complex relationships
• Proficiency in customer retention, presentation skills, and ability to work independently
• Ability to build credibility and trust by understanding and addressing customer requirements
• Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for different audiences
• Ability to travel as needed (up to 25%)

Responsibilities

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs
• Serve as a product, company and industry ambassador, keen on educating customers on Form Health capabilities
• Responsible for the client life cycle, managing managing the initial on-boarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
• Conduct monthly reporting, and quarterly/annual customer reviews to ensure customer alignment and tracking toward achieving client program objectives
• Engage with clients in thought leadership discussions to align strategic objectives to drive successful outcomes as measured by client success measures, client satisfaction, client health scores, renewals, and upsell opportunities
• Analyze client trends and make recommendations to adjust strategy to ensure successful achievement of objectives
• Manage the health of each client, identifying client risk, working with extended Form Health's teams to define plans to manage clients to a healthy status
• Maintain regular and appropriate communication and governance with both internal and external parties to ensure alignment and transparency
• Proactively monitor for potential client issues to mitigate risk and resolve concerns in a timely manner
• Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders
• Advocate for Clients and drive innovation, best practices, and process improvement through the organization by providing insight and relay the voice of client with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
• Develop relationships with Sales and Executive leadership; ensure awareness of Client activities and drive collaboration between Sales and Client Success toward account team goals

Benefits

• Competitive salary
• Equity in a high growth start-up
• Comprehensive health benefits (medical, dental, vision)
• 401k plan
• Flexible work schedules and paid time off
• Paid parental leave