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Nextech Systems · 6 hours ago

Director of Enterprise Client Success (Remote - US)

United States

Full-time

Remote

Director/Executive

10+ years exp

Nextech is a leader in specialty healthcare technology solutions, committed to hiring and retaining talent. The Director of Client Success is responsible for leading the Enterprise Client Success team, driving customer goals, product utilization, and revenue expansion while ensuring customer engagement, success, and growth.

Health CareHealth DiagnosticsInsurTechMedicalSoftware

Growth Opportunities

Responsibilities

Lead, expand, and mentor the Enterprise Client Success teams by setting the strategy and prioritizing key metrics in alignment with broader company vision and strategy

Hire, train, and develop a world-class team

Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities

Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization

Partner with our sales teams to ensure all leads are effectively handled and followed up on

Know and understand your department data and provide monthly executive level reports

Learn and understand our product roadmap and assist in communicating the value of new releases to customers

Continue to maintain client renewal rate at or above company required goals

Attend Trade Shows to represent the company and strengthen relationships with existing client base

Partner with company leadership to achieve our goal to improve our Net Promotor Score and account reference ability

Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents

Qualification

Client Success LeadershipEnterprise Client ManagementData-Driven Decision MakingSaaS ExperienceHealthcare ExperienceEmpathyTeam ManagementCommunication SkillsProblem SolvingStrategic Thinking

Required

Passion for helping customers

10+ years of client success / account management experience

Prior experience managing and owning Enterprise level client relationships

Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered

Experience managing teams

Exceptional written and verbal communication skills

Demonstrated ability to problem solve; strong judgment and interpersonal skills

Empathy, humility and listening skills

The skills to be a data-driven decision maker, with a willingness to experiment and iterate

A strong customer advocate with the ability and willingness to engage directly with customers

Ability to work effectively with all levels of the organization

Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes; strategic thinker

Ability to travel throughout the year, including occasionally on weekends