Director, Client Success

The Director, Client Success is responsible for overseeing and ensuring that Manager, Client Success maintain and develop a strong and long-term relationship with clients. This role will also include overseeing that relative operational and business services departments are on track for their clients and monitor and assess CRM Performance and activity on assigned clients, escalating issues/concerns, as appropriate. The candidate will monitor client performance and ensure Client Success standards are met. Utilize KPI tools and other analytics to manage and provide reporting and visibility on the performance and health of all internal and external clients. They will mentor assigned Manager, Client Success in managing assigned clients to meet expectations, and exceed when opportunities arise. Establish and ensure client face-to-face meetings occur with CRM at a regular frequency. Analyze client results proactively to identify revenue cycle and client success related issues and work collaboratively with the Operations, Business Services teams, and leadership to implement solutions; ensure client concerns are escalated and resolved in a timely manner. Assist implementation team and Manager, Client Success on new client/expansions implementations.