Director of Enterprise Client Success (Remote - US) at Nextech

Job Description

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.

Job Summary:

The Director of Client Success is an experienced Client Success leader who leads our Enterprise Client Success team. This role is responsible for bringing a strategic vision and innovative approach to lead critical customer-facing teams at Nextech. Reporting to the VP of Customer Experience, the Dir of Enterprise Client Success plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Nextech’s customers.

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other applicable regulations.

Essential Functions

Lead, expand, and mentor the Enterprise Client Success teams by setting the strategy and prioritizing key metrics in alignment with broader company vision and strategy

Hire, train, and develop a world-class team

Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities

Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization

Partner with our sales teams to ensure all leads are effectively handled and followed up on.

Know and understand your department data and provide monthly executive level reports

Learn and understand our product roadmap and assist in communicating the value of new releases to customers

Continue to maintain client renewal rate at or above company required goals.

Attend Trade Shows to represent the company and strengthen relationships with existing client base

Partner with company leadership to achieve our goal to improve our Net Promotor Score and account reference ability

Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents

Minimum Requirements

Passion for helping customers

10+ years of client success / account management experience

Prior experience managing and owning Enterprise level client relationships

Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered

Experience managing teams

Exceptional written and verbal communication skills

Demonstrated ability to problem solve; strong judgment and interpersonal skills.

Empathy, humility and listening skills

The skills to be a data-driven decision maker, with a willingness to experiment and iterate

A strong customer advocate with the ability and willingness to engage directly with customers

Ability to work effectively with all levels of the organization;

Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes; strategic thinker

Ability to travel throughout the year, including occasionally on weekends