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Inspiren · 1 day ago

Director, Client Success

New York, NY

Full-time

Hybrid

Director/Executive

$175K/yr - $185K/yr

10+ years exp

Inspiren is a company focused on providing integrated solutions for senior living, blending compassionate care with technology. The Director, Client Success will be responsible for the success of Inspiren's enterprise and strategic accounts, leading a team to drive product adoption and client satisfaction while ensuring measurable outcomes and growth.

AnalyticsArtificial Intelligence (AI)Assisted LivingHealth CareMachine Learning

Responsibilities

The Quarterback - Drives the strategic direction of the account and owns the Operator executive relationship management across assigned accounts

Maintains ultimate accountability for the success of assigned enterprise and strategic accounts as measured by NDR per account

Primarily responsible for value creation and the development of the Joint Impact Plan at each account ensuring ROI targets are consistently met

Develop, implement, and continually assess the achievement of the enterprise and strategic account strategy

Oversees a team of Clinical Success Managers to execute the enterprise and strategic account strategy within the client communities

Support the ROI framework for Inspiren products by conducting engaging quarterly business review meetings; actively participate in steering committee meetings to support ownership of Inspiren products within the account

Builds a pipeline of qualified expansion opportunities (to handoff to AE)

Deeply embedded within both the Operator leadership and Community Leadership at assigned accounts

Owns the overall performance in all executive meetings including EBRs, executive monthly meetings, and ad hoc communications

Ensures community alignment on joint impact plans

Manages a team of assigned CSMs within a defined segment

Elevation of product challenges and themes

Have a constant pulse on community metrics ensuring value is being attained

Develop a strong relationship with key executives and decision makers to accelerate a growth plan and secure renewals in collaboration with the sales team

Provide insights and guidance to the internal Inspiren team that is assigned to the account

Collect, assess and share data on the enterprise and strategic account performance

Develop a deep understanding of the enterprise and strategic account's priorities

Maintains an up-to-date level of awareness and knowledge of the enterprise and strategic account's value-drivers, and deeply understands partners' goals and objectives

Travel 30% of your time; travel to do on-site visits to support client facing activities such as client go live events, monthly leadership meetings, quarterly business reviews and participation in sales activities

Proactive approach to support activities that foster value-driven utilization of our Inspiren products, leading to measurable outcomes

Advise partners on the roadmap for achieving success and outcomes with our product

Actively solicit feedback; communicate findings to appropriate persons

Regularly monitor product utilization, identify and address any concerns area of under-utilization in real time; continuously work with staff to improve system value-driven utilization, as well as provide recommendations for growth and improvement

Be smart, accountable, and fearless in the pursuit of Client Success

Excels under pressure, continuously shifting and adapting to meet the ever changing need of your partners

Works with clients to develop and obtain approval for market facing communication (case studies, quotes, press releases) reflecting successes within the account

Identifies opportunities for innovative product design and development and create the path to beta test new products, features and capabilities

Qualification

Client relationship managementHealthtech solutions adoptionSaaS environment experienceAnalytical skillsTeam managementCommunication skillsProblem solvingProject management

Required

Bachelor's degree required, Masters preferred

Has spent several years guiding strategy in the C-suite with large enterprise and strategic clients and partners preferably in the healthcare or senior living verticals

Demonstrated experience in fostering the adoption of healthtech solutions

Proven track record on growing and renewing a multi-million dollar book of business

Experience in a healthtech SaaS environment, with particular emphasis on Business-Business products and services

Growth focused with strong analytical and relational skills

10+ years of healthcare customer relationship management experience in client success, account management, or enterprise sales role

Deep understanding of the entire client journey with particular emphasis on the adoption, growth and renewal phases

Experience leading or managing others

Excellent computer skills required and knowledge of internal tech stack

Proven facilitation of diverse groups to drive toward established outcome objectives

Demonstrated change agent: ability to facilitate executive level dialogue, analytical expertise to derive meaning from data and utilize to develop partner specific recommendations and build base of support around ROI plan

Excellent critical thinking skills

Strong communication, collaborative, and organizational skills

Proactive problem solver, self motivated, takes accountability

Must to be able to meet all partner specific requirements, including, but not limited to immunizations and screenings

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI, PHI in accordance with organizational policy and federal, state, and local regulations