nThrive

Vice President, Client Success

Job ID
2021-29337
Employment Type
Full Time

Overview

The Vice President, Client Success is responsible for spearheading client activities that drive client satisfaction, ensure revenue recognition and retention, and promotes client value to position each account for growth. The VP, Client Success will be expected to interface and drive enterprise cross-functional collaboration internally with Operations, Sales, Marketing, Implementation, Strategy, and Finance to ensure client strategy alignment.

 

Furthermore, the VP, Client Success will be market-facing and expected to provide company leadership with clients at the C-suite level to build relationships and convey value.

 

 

Position Objectives:

  • Ensure 95% client revenue retention which includes a yearly allocation for client growth
  • Achieve 40% or less past due status for total client AR quarterly
  • Maintain a DSO of 55 days or less
  • Maintain client relationship survey participation (NPS) of 25% or greater
  • Ensure execution of key strategic business objectives around client risk mitigation

Responsibilities

 

  • Responsible for driving account plan creation and client growth strategy in collaboration with Sales and Service Operations
  • Ensure team is managing to key performance metrics specific to each client engagement and drives proactive improvements in concert with Operations to drive client satisfaction and retention
  • Manages a team that meets regularly with all clients to review performance results, identify improvement opportunities and communicate financial impact and partnership value
  • Drives client risk mitigation strategy across the enterprise – ensuring a well functioning meeting cadence, reporting structure and risk visibility to key internal owners (ELT, Service Operations, Finance, Implementation & Global leadership)
  • Drives timely contract renewals and ensures a winning strategy that grows backlog revenue
  • Protection of existing revenue and monthly analysis of revenue variances
  • Continued monitoring of established key Client Success metrics and process development to continue to scale and professionalize the Client Success function
  • Maintain quarterly NPS program and drive improvements to the client relationships to include transactional surveys at key points in the client journey – post implementation, post monthly performance review
  • Maintain current BAA and NDAs for customer
  • Further develop the client reference program to ensure data integrity, client preferences, and development in partnership with Marketing to identify and create opportunities for client proof points per buyer segment

Qualifications

  • Bachelor's degree with 7+ years’ work experience with progressive responsibility in customer management in a healthcare environment, preferably in revenue cycle services.
  • Demonstrated knowledge of the healthcare industry – revenue cycle expertise required and the financial concepts/metrics that drive revenue cycle performance
  • Possess high EQ and the ability to create alignment across cross-functional teams to drive results
  • Ability to mentor hands-on, vision-set, and build a team to create a culture of accountability, empowerment, and success
  • Self-starter and independent thinker with the aptitude to work autonomously
  • Excellent written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
  • Ability to engage in C-Suite and ELT level discussions in an informative and concise manner
  • Must display excellent problem-solving skills with all levels of internal and external clients
  • Proficient computer knowledge including MS Office (Outlook, Word, Excel, Power Point)

 

 

Preferred Skills

  • Master’s degree in Business (MBA) or Healthcare Administration (MHA)
  • Knowledge of RCM services and an understanding of market competitors and differentiators
  • Experience using CRM software, preferably Sales Force
  • Experience using survey and research software, preferably Qualtrics
  • Experience using Analytical tools, preferably Power BI

 

Travel: 50%  to 75% dependent upon COVID restrictions in place

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