Director of Client Success

 

Are you challenged by improving the client experience?  Do you enjoy coaching others, being creative, and working with others to ensure the best outcome for clients?  You may be our ideal candidate for Director of Client Success! Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical outcomes!

 

Relias provides software and services to more than 10,000 healthcare organizations and providers, addressing the primary concerns of recruiting, retention, risk mitigation, compliance, and the move from fee for service to value-based reimbursements. In addition to unrivaled content, Relias offers pre-hire assessments and in-depth analytics that allows for the demonstration of skill and performance, resulting in better patient, resident and client outcomes, as well as better financial results. We are passionate about our product and our clients; what we deliver is truly something you can be proud to represent.  Our clients think so, too – we proudly boast a retention rate close to 100%!   

 

WHAT CAN RELIAS OFFER YOU?

  • Mission-oriented work – driven to impact the lives of others!
  • Fantastic health and wellness benefits package, including an outstanding 401k match, an unlimited PTO program, parental leave, tuition reimbursement, and paid holidays, including your birthday! 
  • Comprehensive two-week onboarding program – a great introduction to our company, customers and culture!
  • Growth and career advancement opportunities!
    • Integrated 15 acquisitions over the last five years
    • 20%+ annual employee promotion and transfer rate
  • Competitive base salary

 

WHAT YOU’LL BE DOING:

 

  • Leading a management team of 6-8 and overseeing a team of 40+ client success professionals
  • Providing senior leadership to managers and staff while working with Client Care peers on joint projects
  • Acting as a change agent; formulating and promoting Client Success strategy, direction, and initiatives
  • Collaborating across other departments to ensure voice of the customer is represented
  • Helping to foster company-wide culture of client success
  • Acting as the ultimate point of escalation for client issues
  • Creation of and ensuring team’s adherence to processes, procedures, and policies
  • Presenting at user groups, customer meetings, and other events
  • Regularly traveling to nationally strategic clients
  • Providing approvals on deal reviews, contract negotiations, and maintenance issues
  • Liaise with peers in other departments to work together, taking care of specific clients for retention, reference, or new deals that protect overall company revenue and margin
  • Contributing to client health strategy
  • Determining how to define, drive, and demonstrate ROI delivered
  • Finding ways for client success managers to deeply understand client’s objectives and to become a trusted advisor

 

 YOU’VE GOT WHAT IT TAKES IF YOU HAVE:

  • Ability to manage and motivate client success professionals
  • A client-first focus, while managing within the constraints of a high growth business
  • A drive to continually look for improvements and the ability to develop/drive plans for implementation
  • Strong communication and presentation skills, both verbal and written
  • Bachelor’s Degree in related field or equivalent experience
  • 5+ years of management experience in client success; senior management and/or director level preferred
  • Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferred
  • Preferred service experience in one or more of the following areas: Learning Management Systems Operations and Use, Analytics Service and Strategy, Clinical and Behavioral Assessments, and/or the Healthcare Industry

 

 

INDHP

Relias is an Equal Opportunity Employer and a Drug-Free workplace

 

 

Company: Relias LLC 

Country: United States of America 

State/Region: North Carolina 

City: Morrisville 

Postal Code: 27560 

Job ID: 40320


Nearest Major Market: Raleigh

Job Segment: Manager, Management, Customer Service