[Hiring] Director, Client Success @EnableComp

Role Description

The Director, Client Success, is responsible for managing and growing client relationships through hands-on partnership and collaboration with both EnableComp operations and sales leadership. This role focuses on delivering exceptional service, aligning client expectations with internal capabilities, and driving satisfaction and retention through consistent, proactive communication. The Director acts as an extension of the client, translating needs into actionable plans, resolving challenges, and identifying opportunities to enhance performance and expand market share through consistent service that exceeds client expectations.

Key Responsibilities

• Participate in entirety of Client Lifecycle: Sales process, Implementations, Project Go Lives, Business Reviews, and identify additional Cross Sell opportunities.
• Oversee Client Success activities for designated clients.
• Communicate and coordinate with EnableComp Leadership to ensure all job duties as assigned are executed professionally and timely in accordance with EnableComp standards.
• Act as an “ambassador” for a fast-paced, detail-oriented supportive team by facilitating friendly, courteous, efficient, and well-presented service to assigned clients.
• Manage KPI metrics including, but not limited to, customer surveys, scoring, and client retention goals.
• Review, understand, and track assigned client’s performance goals and meet regularly with assigned clients to review their status and progress with an emphasis on highlighting EnableComp’s value proposition and ROI across product lines.
• Generate EnableComp’s monthly and quarterly reporting packages, deliver to assigned clients timely, and ensure they consistently reflect the pertinent EnableComp metrics and benchmarks.
• Collaborate with internal teams to develop and implement client-specific strategies and action plans for communication, resolution of open internal/external items, and maximization of current and future revenue, including the identification of cross-sell opportunities.
• Work closely with IT and Product Support teams regularly on file corrections, updates, and automation.
• Schedule and attend regular meetings or conference calls with assigned clients to discuss status and reports and ensure the necessary EnableComp team members contribute appropriately.
• Develop agendas and other presentation materials, create meeting summaries, and generate meeting deliverables.
• Assist Implementation with the roll-out of any process update/rollout initiatives and manage client deliverables post-implementation.
• Manage and control client obligations, maintaining a high level of customer satisfaction at all levels of the organization.
• Participate in internal client account review meetings (sales forecast, at risk, etc.).
• Use independent judgment and discretion as it relates to responsibilities detailed above.
• Other duties as required.

Qualifications

• Bachelor’s Degree in Business, Sales/Marketing or other related field of study.
• 7-10 years demonstrated experience in account management in the healthcare technology industry, specifically engaging hospital revenue cycle management.
• Equivalent combination of education and experience will be considered.
• Experience with claims billing and IT/EDI systems preferred.
• Experience with CRM software (e.g., Salesforce.com).
• Strong computer proficiency and understanding of basic office applications, including MS Office (Word, Excel, and Outlook).

Requirements

• Effective polished professional presentation skills for developing/communicating analytics, results, and ROI to all stakeholders.
• Strong passion for serving the needs and expectations of the client.
• Self-starter able to work independently as well as partner and collaborate with internal departments and leaders.
• Excellent written and oral communication skills to communicate with internal stakeholders and external clients.
• Demonstrated experience managing stressful situations effectively through difficult conversations, communicating obstacles, challenges, and developing action plans to present to management.
• Consultative relationship style both internally and externally; team player with a positive-can-do attitude.
• Strong analysis and problem-solving skills.
• Able to manage conflicting priorities while being extremely adaptable and flexible.
• Up to 30% travel required.

Benefits

• EnableComp is an Equal Opportunity Employer M/F/D/V.
• All applicants will be considered for this position based upon experience and knowledge, without regard to race, color, religion, national origin, sexual orientation, ancestry, marital, disabled or veteran status.
• Commitment to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.