Get Well is hiring a
Senior Client Success Director

Summary

The Senior Client Success Director manages a portfolio of large, complex accounts using the Get Well 360 consumer digital platform solutions. The role is responsible for understanding and driving current go-to-market strategy in support of retention and growth, partnering with the VP, Strategic Partnerships, and executing the renewal and growth strategy across the portfolio of accounts.

Requirements

• Ability to travel up to 50%
• Bachelor’s degree in Business, Public Health or related field. MBA/Master’s a plus
• 7-10 years professional experience, including prior account management and consulting experience preferred
• Demonstrated ability to drive client satisfaction, retention and growth
• Financial acumen to maintain and grow the assigned revenue
• Familiarity with complex enterprise solutions (hardware, software and third party integrations both hardware and software), EMR or equivalent experience strongly preferred
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
• U.S. citizenship or permanent residency required

Responsibilities

• Collaborates with VP and aligned Account Executives to support renewal and growth for the hospital and health system accounts in their assigned portfolio
• Creates actionable strategic plans that track towards growth across client focus areas
• Acts as general manager across strategic accounts collaborating with the CS account team and promotes alignment with internal partners (sales/product/clinical/IT)
• Develops near and long term account plans for clients, ensuring their strategic priorities and measurements of success are central tenets
• Creates a strategic plan for ensuring broad executive sponsorship in leveraging GetWell technology
• Holds other Get Well departments and colleagues to their accountabilities and committed client timelines, elevating issues proactively as necessary to keep projects on track
• Measures and tracks both leading and lagging indicators of success, with corrective measures instituted proactively. These include client satisfaction, utilization, outcome success (per Value Plan), retention without churn, and growth
• Acts in a consultative role with clients, sharing GW best practices, client internal best practices, and directing the sequencing of low effort/high impact activities across the client life cycle, ensuring continuous satisfaction and value
• Ensure that clients drive maximum value from their investment in Get Well and deploy the contracted scope
• Cultivates publishable case studies (both qualitative and quantitative) while building a bench of referenceable clients
• Coordinate timely communication of new product releases, launch plans, and product roadmap activities, tying participation requests to the goals of the organization
• Support successful adoption of new product releases, ensuring the broadest implementation possible