Client Success

Director of Client Success

Nashville, TN

ProviderTrust empowers a safer, smarter healthcare for patients, providers, and payors. Based in Nashville, Tennessee since our launch in 2010, we create powerful solutions to solve complex problems to make healthcare data meaningful and actionable. Our mission is to create a safer healthcare for everyone.

We partner with HR, Compliance, and Provider Operations teams to monitor healthcare populations to identify license, credential, compliance, and payment eligibility issues before they impact patients. We monitor employees, vendors, provider networks, licenses, credentials and more for OIG and state Medicaid exclusions, sanctions or disciplinary actions, license expirations or suspensions and more, continuously verifying everything at the primary source.

Our solutions combine an intuitive user experience with advanced data matching algorithms and seamless integrations to continuously identify and verify compliance issues in the optimal workflow, such as an HRIS or claims processing system.

We are seeking an experienced Director to lead our Client Success Management team, which is responsible for growing and maintaining the executive relationships within ProviderTrust’s most strategic clients, ensuring world-class service delivery and partnership engagement throughout the client lifecycle. A strong candidate will possess significant knowledge of the healthcare industry, a proven ability to excel in balancing client needs with company business objectives, and have demonstrated experience empowering, coaching, and growing a team of Client Success Managers. ProviderTrust operates with an entrepreneurial, client-obsessed mindset, motivated to ensure clients are extracting maximum value from their ProviderTrust product investments. An ideal candidate will be highly process-driven and experienced in scaling business operations, without sacrificing client experiences and outcomes.

Requirements

What You’ve Accomplished:

10+ years in sales oriented, account management, professional services or operations position within the healthcare industry
Education: BA/BS, Master’s degree in business, healthcare administration or other healthcare-related field preferred
Proven success nurturing existing client relationships, supporting selling into the existing logo base, and discovering upsell opportunities

What You Bring to the Table:

Demonstrated understanding of health-systems, payor-systems, compliance workflows, and clinic and hospital operations
Expertise working with healthcare-related data and technology; hands-on experience managing SaaS accounts a plus
Deep understanding of Salesforce CRM and disciplined record keeping concerning client engagement
An ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain –make sound decisions, even in the absence of complete information
Familiarity with Client Success Management methodology
An innate desire to be accountable to measured outcomes
Ability to lead and work within a team-based, collaborative environment
Proactive, positive, self-starter with a passion for continually improving the processes around you
Strong commitment to ensuring client business objectives are achieved
Proven track record of working in a client-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
Excellent presentation and meeting facilitation skills
Possesses a strategic mindset –able to focus on the bigger picture and not get mired in the day-to-day details
World class problem-solving, critical thinking, communication, and relationship-building skills
Willingness to travel up to 20% including local, regional, and national

Duties and Responsibilities

Lead, manage, and grow the accountabilities of a team of Client Success Managers
Maintain and engage key client relationships with our most strategic clients organizations
Prioritize and advocate for client needs and experiences, driving ProviderTrust products and services to innovations that meets market demands
Support Business Development initiatives through uncovering new sales opportunities, and creating account plans for existing clients primed for growth
Analyze customer monitoring data and develop recommendations based upon data insights and trends
Establish leadership governance through KPI tracking, account mapping, success planning, and recurring business reviews; defining account health indicators, renewal rates, churn and referral predictability rates, and mitigating critical risks
Increase product utilization and expansion of services across the Enterprise and Core client account portfolios
Ensure new client organizations are supported throughout their product implementation and adoption phases, experiencing early positive anecdotes and documenting proven cases of client success stories
Plan and prioritize work to meet objectives aligned with organizational goals
Adapt approach and demeanor to match the shifting demands of different situations
Develop and deliver communications that convey a clear understanding of the unique needs and emerging best practices of different audiences and health segments

What It’s Like To Work Here

We take immense pride in cultivating a strong, person-first culture always looking for ways to be intentionally uncommon. Our team is made up of talented, creative, kind, funny, and energetic folks wired for continuous and ongoing improvement. To be great at ProviderTrust, we find our team members have these things in common:

Gain energy from working in a fast-paced, creative environment
Decision making that employs a blend of data-driven insights and intuition
Ability to multitask and handle multiple projects concurrently
Resilience and positivity, able to address setbacks and bounce back quickly
Resourcefulness, discovering creative ways to get things done
Joy in making an immediate and positive impact
Diverse interests that are welcomed and extend beyond our organization

Things That Make Us A Great Place To Work

Competitive base salary and incentive package
401k with employer match
HSA with employer contribution
Stock option program
Excellent medical and dental benefits, disability and life insurance
Unlimited PTO (yes, really – we’ll talk about how it works)
Growth! Lots of new people, new talent, and new opportunities for our team
A stocked kitchen and wellness meal plan
Ergonomic desk setup and open workspaces
Lots of celebrations! Events, happy hours, and more
Dog-friendly – WOOF!
Voted one of the Best Places to Work by the Nashville Business Journal (2015 – 2019)
Inc. 5000 list of the fastest-growing private firms in the U.S. (2016-2019)

Director of Client Success

Requirements

Duties and Responsibilities

What It’s Like To Work Here

Things That Make Us A Great Place To Work

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