Practicing Excellence Hiring for Client Success Senior Director Job at Remote Full Time

Role: Client Success Senior Director

Reporting Relationship: Mary Sue Easmeil, CPXP, Chief Client Success Officer

Business Unit: Client Success

Anticipated Hire: Q1 2023

Location: Remote – work from home

Travel: 40%

About Practicing Excellence

Practicing Excellence is an enterprise-wide healthcare coaching and development company that empowers clinicians, nurses, leaders, and teams to be their best and deliver measurable, meaningful outcomes for patients and healthcare organizations.

Our micro-learning programs and proven engagement strategies advance patient connection, team collaboration, and leadership effectiveness in hospitals and healthcare systems across the nation. If you’re enthusiastic about joining a culture that is always learning, client-obsessed, authentic, transparent, in this together, and outside-in, then you will fit right in!

Role Overview: Client Success Senior Director

One of our core values is to be Client-Obsessed. Our partner relationships are built on responsiveness, trust, and dedication. We accelerate partner engagement, anticipate needs, develop solutions, guide leaders and connect partners to create value and deliver outcomes for all of our member organizations.

To reinforce our core value, Practicing Excellence is looking for an experienced leader to join our Client Success team as a Director to support our health system partners. Reporting to our Chief Client Success Officer, the ideal candidate must be adept at breaking down organizational silos – internally and externally – to solidify a customer-first strategy that increases member engagement, accelerates organizational outcomes, and drives business growth.

As a Senior Director, you must embody an innovative spirit, model servant leadership, and maintain a data-driven mindset. As natural within any start-up environment, the ideal candidate must be comfortable and confident turning ideas into outcomes – within scope and under budget. The right candidate should be able to flow back and forth between management and hands-on operations. The candidate needs to believe in the idea of test, execute, measure, and optimize.

The ideal candidate is a leader who thrives on effortlessly mentoring and managing internal and external teams in a way that inspires, educates, and activates teams to perform their best work in order to achieve client retention & contract growth.

Key Requirements:

· Must have bachelor’s degree

· 5+ years experience in healthcare preferred

· 10+ years experience in account management preferred

Key Functions

1. Client Life-Cycle Management: The Director is accountable for managing aspects of the client life cycle from onboarding through integration and expansion of his/her client portfolio. This includes working directly with key partners to formulate and execute engagement strategies that drive loyalty and ensure partners realize outcomes from participation in both the Nursing Experience Project and the Clinician Experience Project.

2. Client Success Initiatives: Own and lead special and/or specific initiatives that impact the business. This includes specified ongoing and/or short-term projects.

3. Client Success Team: Play a role in the development of the Client Success team. Principal Accountabilities

As a Client Success Senior Director, you will be accountable for providing overall leadership and project management, ensuring value, and delivering outcomes. Key accountabilities include:

1. Client Renewal and Expansion: Engage with the clients in your portfolio to clearly define success, develop strategic plans, deploy accordingly, and execute to achieve engagement and outcomes. Develop expansion plans for current clients and drivers to result in expansions on key accounts to drive business growth. Create and deploy account management strategy.

2. Client Success Initiatives: Own, lead, manage, and execute projects/business functions to support business performance. This will include a comprehensive methodology for measuring CS effectiveness and associated execution, opportunities for continuous improvement, customer journey interventions, increasing efficiency through technology, and more.

3. Client Success Team Development: Partner with CCSO and other CS leaders to support continual team development. Own and lead specific functions as assigned to include upskilling, training, and onboarding. This may include also include people management responsibilities.

Your Experience

We are looking for someone with a proven track record of driving towards outcomes. The ideal candidate is gritty and agile, relishing the opportunity to build on our relationship-centered, outcomes-oriented, loyalty-building machine.

We expect the following experience and qualifications:

· Strategy: In-depth strategy experience and understanding of healthcare

· Broad Functional Experience: We prefer candidates who have worked in more than direct patient care. Ideally, the candidate also has experience in program development, analytics, and/or project management roles.

· Leadership: A proven team builder, team player, and cultural fit, who is hands on as much as necessary, but who strengthens the current team and grows it as strategy warrants.

· Program Management: Management of complex projects and/or campaigns. Comfortable executing strategies that involve several diverse stakeholders. Outcomes driving change within healthcare is a must.

· Account Management: We prefer candidates who have managed and serviced accounts with a track record of success in retention and expansion.

Beyond these specific experiences and qualifications, we also expect the Director to possess the following key attributes:

· Subject Matter Expertise: Must have relevant industry experience and be able to immediately engage with senior executives in a way that demonstrates knowledge and builds trust.

· Action-Oriented: An entrepreneurial, roll up your sleeves relationship builder who is drawn to, and knows how to work effectively within, a small, rapidly growing organization.

· Creativity & Utility: Routinely seeks data and insights to find new and better ways to get stuff done. At times, this role will need to support key functions of growth and client success and may require team member to play an active role outside their normal scope and responsibilities.

· Leadership & Teamwork: Inspires people to accomplish the extraordinary. Motivates others to achieve beyond expectations. Committed o successful cross-team collaboration and being the quintessential team player.

· Agility & Efficiency: An exceptional work ethic. A driver who uses time productively, maximizes efficiency to meet challenging work goals.

What Differentiates Us from Other Companies

· Flexible work-life balance as an agile, remote-based company

· 99% health insurance coverage including medical, dental, and vision

· 401(k) plan

· Generous PTO policy

· Company community-building gatherings

· Support for professional and personal learning opportunities

· Opportunity to advance and transform healthcare by helping all clinicians, nurses, leaders, and team members thrive

About our hiring process:

Team and culture are very important to us. So is honoring your time.

Here is what you can expect from us:

1) Apply for the position

2) One 60-minute Zoom call with Director, Client Success

3) Two 30-minute Zoom calls with Client Success team members

4) Two 30–45-minute Zoom calls with company leaders

We’ve got big ambitions, a wonderful team, incredible partners and an exciting roadmap. We encourage applicants from all backgrounds and identities. Bringing on new talent is an opportunity for us to enrich our company culture with brand new perspectives. Join us!

Job Type: Full-time

Pay: From $125,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• Do you have healthcare experience?

Education:

• Bachelor’s (Required)

Experience:

• Healthcare: 5 years (Preferred)
• Account management: 10 years (Preferred)

Work Location: Remote