nThrive

Director, Client Success

Job ID
2021-29368
Employment Type
Full Time
Hours Per Week
40

Overview

The nThrive Client Success Director is accountable for driving high levels of client satisfaction that promote service adoption, retention, and account whitespace expansion . Serve as an advisor between the client and nThrive, proactively managing performance metrics both client-facing and internal, delivering and communicating client ROI, and building and expanding the client relationship.

 

The profile of the successful Client Success Director includes strong analytical skills, exceptional organizational, communication, and interpersonal skills, mental and learning agility, and ability to achieve results in a cross-functional environment of rapid change.

Responsibilities

Serve as an Advisor between Client and nThrive 

  • Demonstrates understanding of the client's business issue and service solutions contracted for, ensures specific KPIs and SLAs are being met.
  • Engages the client on a routine cadence to serve as voice of the client to nThrive.
  • Works in tandem with nThrive Technology Solutions Group (TSG) to ensure a seamless client experience and business continuity
  • Quarterbacks messaging for nThrive initiated projects to ensure the needs of the client and the company are met (i.e. product conversations, IT related items, client forums, major product releases, NPS, etc.).

Manage Internal and External Performance Metrics

  • Manage all internal client-specific business performance metrics for assigned accounts – specifically, revenue recognition (to include scope adherence), operating margin, AR, and DSO.
  • In instances where client value metrics are not present, work collaboratively with the client to establish mutually agreed upon KPIs to gauge success.
  • Proactively monitors client performance and escalates performance related concerns, lead mitigation efforts by various cross-functional teams and drives positive outcome of at-risk status.
  • Participates in implementation projects to help ensure resolution of critical issues impacting the client experience and value realization.

Build and Expand Client Relationship 

  • Conducts a regular cadence of touch base meetings to ensure client satisfaction.
  • Develops and manages account plans in coordination with all impacted business units (TSG, SSG Operations) based on the performance of existing business and the go-forward strategy of nThrive.
  • Integrates the framework of Value Selling in ongoing discussions and activities with clients.
  • Owns accountability for client renewals management.
  • Exceeds client revenue retention budget through driving client satisfaction and identifying ongoing upsell opportunities.

Manage Report Out of Results/Performance Read-Outs 

  • Plans and prepares for all client-facing (both in-person and virtual) monthly/quarterly performance read-outs by involving appropriate cross-functional teams, obtaining and analyzing appropriate reports, and developing meaningful insights for client.
  • Conducts Partnership Reviews utilizing nThrive go-to-market strategy, coordinates and reviews client business issues including solution performance review.

Qualifications

  • Bachelor's degree.
  • 7+ years’ work experience in healthcare operations and customer management.
  • Knowledge of the revenue cycle management with the healthcare industry.
  • Executive presence and presentation skills.
  • Excellent financial acumen of the revenue cycle.
  • Work autonomously, independently and as part of a team for collaboration.
  • Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages.
  • Experience interfacing with both internal team members and external clients, as part of a solutions-based team.
  • Computer knowledge including MS Office (Outlook, Word, Excel, PowerPoint).

Preferred Skills

  • Masters degree.

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About nThrive

 

Be Inspired. Ignite Change. Transform Health Care. 

From Patient-to-PaymentSM, nThrive provides all the technology, advisory expertise, services, analytics and education programs health care organizations need to thrive in the communities they serve. Our colleagues share a united passion to help health care organizations strengthen their financial position, which translates to accessible, quality care for all. This passion fuels our drive to innovate and participate in community outreach through the nThrive CARES program. Our colleagues are encouraged to think differently and empowered to make a lasting impact that ensures our health care providers, and our world, are healthy and productive.

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