[Hiring] Customer Success Director @Infinx

Role Description

We are looking for a Customer Success Director responsible for achieving revenue objectives and drive planning, implementation, delivery, and deployment of customer integration projects working with hospitals and healthcare practices across the country. This position will be responsible for managing key, strategic, enterprise accounts.

• Own the customer success experience relationship with customers at various stages of their lifecycle post-close, including onboarding, implementation, launch, post-launch, adoption, and expansion.
• Manage the relationship with key, strategic, enterprise accounts.
• Engage with Product and Engineering teams to incorporate and prioritize customer feedback and inform the roadmap.
• Collaborate with operational leaders to maximize customer results and reduce client escalations.
• Develop account plans for customers with customer-specific goals and be proactively seeking for upsell and cross sell opportunities.
• Work in partnership with marketing to identify and amplify the narrative of customer success stories.
• Own the onboarding project schedules, including requirements analysis and priority negotiation. Ensure project performance using appropriate tools and resources and perform risk management to minimize project risk.
• Manage cross-functional team meetings with customers and internal teams, with a high level of detail, effective communication, and analytical skills.
• Work with technology partners to deliver integrations with specific EMR/EHR/RIS/LIS and other healthcare platforms.
• Exhibit and explain the Infinx value to each client in a dollars and cents mentality over a productions and SLA adherence mentality.

Qualifications

• 10+ years of work experience in a customer-facing and/or client services role that requires deep product knowledge.
• Proven track record of identifying new opportunities at existing client base.
• High competency in communicating complex technical issues to both technical and non-technical audiences via email or phone.
• Action-oriented and organized self-starter who is good at multitasking, prioritizing effectively across a wide variety of tasks, and evaluating situational urgency.
• Strong customer empathy and ability to build strong, trusted relationships with technical customers, diving deeply into their requests to understand their underlying needs.
• Track record of structured, analytics-driven problem solving across the revenue cycle including work in at least 2 of the following: patient access, coding, AR recovery, denials management, charge capture, bad debt, or prior authorization.
• Enjoy coordinating and collaborating with internal stakeholders to meet business goals.
• Growth mindset - enjoys learning, comfortable with ambiguity, flexible in thinking, and excited to be a great teammate!
• Strong interpersonal skills, particularly prior experience building trust in executive relationships, employing indirect influence cross-functionally, and a clear communication style.
• Excellent written and verbal communication skills as well as excellent Microsoft Office skills including Excel, Word, PowerPoint.

Benefits

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.