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Director of Client Success
Prediction Health
Customer Service
Tennessee, USA
Posted on Nov 21, 2024
PredictionHealth is a healthcare technology company leveraging proprietary Artificial Intelligence (AI) solutions to improve the lives of healthcare providers. This position represents a tremendous opportunity to grow with a dynamic startup at the forefront of innovation in the field. If you are a creative, motivated, and results-driven individual we'd like to meet you!
Headquartered in Nashville, Tennessee, we have a remote-friendly culture with employees all over the country, as we believe in hiring the best people regardless of their location.
You'll be joining a world-class team that is building a product that is solving a major problem for healthcare clinicians, patients, and insurance companies.
About Us
PredictionHealth is looking for a Director of Client Success to join our growing team. PredictionHealth is a healthcare technology company leveraging proprietary Artificial Intelligence (AI) solutions to improve the lives of healthcare providers. This position represents a tremendous opportunity to grow with a dynamic startup at the forefront of innovation in the field. If you are a creative, motivated, and results-driven individual, we'd like to meet you!
Essential Duties and Responsibilities
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Client Success Strategy and Leadership- Develop and execute a comprehensive client success strategy that supports client retention, growth, and satisfaction.
- Set team objectives, KPIs, and performance metrics that align with company goals and client needs.
- Lead a team of Client Success Managers, providing guidance, training, and performance feedback to support professional growth and team success.
- Management of team growth plans and budgeting
- Oversee the client onboarding process to ensure a smooth, timely, and effective transition from sales to implementation.
- Collaborate with the Product and Operations teams to ensure onboarding materials, processes, and tools meet client needs and optimize engagement.
- Utilize project management tools like Asana and Hubspot to monitor and manage onboarding tasks and milestones for new clients.
- Act as a senior point of contact for key clients, building strong relationships and addressing any escalated issues.
- Design and implement programs to measure and enhance client satisfaction, including regular check-ins, surveys, and feedback mechanisms.
- Identify growth opportunities within client accounts and work with sales to ensure clients are aware of and engaged with new products or features.
- Manage retention and renewal for current clients
- Continuously evaluate and improve client success processes, identifying areas for increased efficiency and effectiveness.
- Lead automation initiatives to streamline onboarding, support, and engagement workflows, freeing up team capacity for higher-value interactions.
- Ensure documentation and support materials are up to date, accurate, and accessible to both clients and internal teams.
- Collaborate with Business Analytics and Engineering to develop and use data insights to inform client success strategies, track client engagement, and address potential churn risks.
- Maintain client tracking and reporting systems to monitor client health, identify trends, and proactively address issues.
- Prepare and present regular reports on client success metrics, performance, and team initiatives to company leadership.
- Partner with Product, Engineering, Support, and Sales teams to ensure a cohesive client experience and alignment on client needs.
- Work with Product Development on feature requests, feedback, and testing to ensure products are built with client value in mind.
- Actively participate in internal meetings to share insights, advocate for client's needs and support the PredictionHealth mission.
Minimum Requirements (Knowledge, Skills, and Abilities)
- Prior professional experience in Client Success position
- Strong interpersonal skills and an outgoing personality.
- Demonstrate curiosity; ability to gain an understanding of management of clients and employees.
- Self-starter/bias to action
- Excellent oral and written communication skills.
- Ability to connect with people via phone or email.
- Is goal and results oriented.
- Strong organizational and communication skills.
- Ability to work in a fast-paced environment with multiple priorities while maintaining focus.
- Technologically savvy with ability to use multiple internet and software platforms to perform duties.
Preferred/ “Nice to have” (Knowledge, Skills, and Abilities)
- Familiarity with healthcare
- PT/PTA degree
- Experience/expertise Hubspot
On Target Earnings: $110k - $140k. This is a range because we are considering candidates with varying degrees of sales experience for the position.
PredictionHealth is currently not hiring in the following states: CA, MT, HI, or NY
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