Client Success Manager

Client Success Manager

Client Success Manager is responsible for growth, retention, adoption, and outcomes with a defined group of partners. Health care is a relationship driven business and our expectation is that the Client Success Manager will insert themselves into these health systems, grow close relationships within them, and make them flourish. You will be the primary point of contact with our partners to ensure engagement with Vital and be an advocate to use our product to meet the organization's patient-centered priorities (i.e., value on investment). Client Success Manager will report to the Director of Client Success, and their role will be to oversee all aspects of the relationship with our partners who are using our software as a service, from front line health care workers to executives who run the health care systems.

Responsibilities

Serve as a key member of the Client Success Team to drive the value for our client partners.

Own Joint Success Plans that align Vital to measurable client business outcomes (e.g., reduced LWBS, improved HCAHPS / EDCAHPS, shorter LOS)

Lead outcome-focused QBRs, executive check-ins, and success reviews

Identify and escalate risks early using client data and relationship insights

Up to 25- 50% travel to client sites for launches, training, executive meetings, and relationship building

Build deep, multithreaded relationships across clinical, operational, and executive stakeholders

Understand the hospital's strategic priorities and how Vital supports those goals

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

Develop trusted relationships with key executive stakeholders, influencers, and decision makers; manage key executive meetings to establish value of investment priorities

Maintain an up-to-date level of awareness and knowledge of partners value-drivers, and deeply understand partners' goals and objectives

Be the voice of the customer across Vital : Product, Engineering, Marketing, Sales, Leadership

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

Actively participate with Vital's support process to oversee and ensure prompt resolution of operational and technical issues or complaints

Be an expert on all Vital products

Other duties as assigned

Qualifications

Bachelor's degree required; business, communication, nursing, or public health preferred

Business focused with strong analytical and relational skills

3+ years of health system customer relationship management, sales or account management related experience

RN (or former RN) with at least 1 year relevant clinical experience in an ER or Inpatient Hospital setting strongly preferred

Experience working at a startup or smaller tech company is a plus

Leadership experience preferred

Excellent critical thinking skills

Strong communication, collaborative, and organizational skills

Proactive problem solver, self motivated, takes accountability

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

About You

Proven growth leader

Excels in a fast paced, team based environment

Is resilient in managing difficult situations, client complains, and serving the best interests of both our partner and Vital

Ability to gain respect and influence diverse hospital audiences including executives, senior leadership, nursing staff, technical employees, ancillary staff, etc.

Dynamic communicator, able to motivate and influence others

Customer service focused

Desire to make a meaningful impact on patient's lives