Job type full-time
Full job description
A few years ago, our intrepid team of nurses, doctors, developers, salespeople and data scientists came to a realization: if we can truly put the power of data and technology behind the clinical expertise of nurses and docs, we can transform the future of healthcareRight now, we’re focused on bridging the silos that afflict the industry with inefficiency, waste, and friction, ultimately refocusing healthcare towards the patient, not the process.
We offer a software as a solution (saas) platform that connects previously disparate data from within an electronic medical record and transforms it into the type of clinical insight that can help providers determine appropriate care and reimbursement.
Additionally, this platform is used as a conduit to connect the provider to the payer, helping break down the information silos that result in denied claims, administrative burden, and strained relationships.
And to be clear: it’s working! we are expanding to help support our mission, our growth, and our clientsWe’re looking for smart, savvy, spirited people like you to join the movement.
What you’ll do
The srDirector, client experience is responsible for client satisfaction, engagement, and growth opportunities for hospital organizationsThe role is strategic, interacting with client executives to understand their business challenges and promote the utilization of the xsolis platform to address these challenges.
Essential duties and responsibilities
The essential functions include, but are not limited to the following:
Accountable for the overall satisfaction and retention of clients, including expansion of products and services to existing clients when warranted
Drive client experiences that create high levels of satisfaction and build on insights and the voice of the client as derived from qualitative and quantitative data
Monitor and evaluate the results of existing plans and strategies; make adjustments or proposals as necessary to ensure continued improvements in client satisfaction
Remain proactive in leveraging data sources, such as client feedback, insight, and analytics, to fully understand our client experience and identify potential issues to client success
At least 3 years of experience leading a successful client success team or client engagement teams for a management consulting firm, with some experience leading at the director level
At least 5 years of experience in the healthcare industry, preferably leading client engagements or client success for a software-as-a-service (saas) and/or healthcare technology organization
Working knowledge of the healthcare industry
Proven track record of success in demonstrating value to and retaining clients
Demonstrated experience creating, evaluating, and improving processes that enable a client success organization to scale and deliver tangible business benefits
Strong negotiation skills for client relationships.
Strong sense of urgency and the ability to make decisions quickly, thrive in a fast-paced, high-energy, demanding, and team-oriented environment, with the flexibility to adapt to changing market situations.
Effectively manage relationships with vice presidents, chief financial officers, medical directors and managers at client sites
Support the achievement of client specific performance guarantees
Oversee monthly business review meetings with assigned clients to educate and inform of xsolis solutionsConsults xsolis internal team to address any client concerns
Maintain communications with clients on a regular basis
Partner with new business development team in the development of client-specific strategies and in the pursuit of growth opportunities
Identify opportunities for product penetration of existing accounts and strategies to maximize platform utilization
Maintain knowledge and expertise in all xsolis solutions currently deployed or under development
Conduct analysis to identify account opportunities and recommend strategies that address client-specific needs to improve the tram and organization’s results
Strategize with the all xsolis department leaders including new business development, solutions management, technology and development teams and operations leads to identify new opportunities and service areas.
Understand and be able to think critically about xsolis solution and processes and be able to translate into a vision for the company
Develop strong working relationships with technology, development, implementation, and solutions management team to effectively deliver value to xsolis clients.
Minimum qualifications (knowledge, skills, and abilities)
Bachelor`s degree or equivalent experience; master’s degree preferred
5+ years` experience in strategic and consultative relationships, preferably with hospitals/health systems
5+ years in a supervisor or management role, preferably managing a client facing team
Strong entrepreneurial spirit
Demonstrated knowledge of and experience with helping companies improve performance
Excellent verbal and written communication skills
Strong sense of professionalism and personal accountability
Attention to detail and a high work ethic
Proven ability to manage multiple projects and priorities
Strong analytical skills to be used when determining client workflow, facilitating logic-based software discussions, and troubleshooting implementation issues
Ability to manage conflict and seek resolutions in a high stake’s environment
Physical demands & work environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this positionReasonable accommodations may be made to enable individuals with disabilities to perform the functions.
We’ve got you covered on…
Health, dental and vision insurance
401(k) with match
Free parking, free coffee, free smiles
A mission-driven, impactful place to work
Where we’ll go together
Our company will become the new standard for utilization managementYou’ll be a core part of realizing that goal and a valued contributor to the culture and climate we wish to createOur wins are your wins, and we’re dedicated to making you feel your work matters (it truly does).
If any of this speaks to you, let’s get in touch.
Candidates must successfully pass a background check and drug screen prior to beginning employment with xsolisXsolis is an equal opportunity employer that is committed to hiring based upon merit, skills, experience, and qualificationsWe recognize the importance of an inclusive and diverse workforce that celebrates all individuals from all walks of lifeWe encourage everyone to apply regardless of gender identity, race, veteran status, age, sexual orientation, or any other protected class.
All employees of xsolis fall under the same security role, which includes access to sensitive information, including proprietary data and phi