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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)

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