Customer Success Director-RCM

About the Role

Impact you will make

The Customer Success Director is responsible for managing assigned clients and supporting all aspects of client activity. This role will ensure client accounts are meeting and exceeding revenue targets, ensuring renewals and identification of other opportunities, promoting client satisfaction. and ensuring value realization. This role will work with other colleagues from Client Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their clients.

What you will do

• Capture and track client performance metrics and targets, to communicate and convey FinThrive value towards achievement of said metrics/results
• Responsible for creating an account plan and client growth strategy in collaboration with Sales Executive
• Provide internal leadership within client success by mentoring and coaching colleagues
• Play a key role in client satisfaction and performance
• Accept responsibility/accountability for responding to all assigned client issues and tasks and for the account in client satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to the utilization and integration
• Manage all renewals and accurate listing of contract expiration dates
• Protect existing revenue and monthly analysis of revenue variances
• Review client invoices as appropriate and monitor AR balance to ensure past due balances are eliminated
• Conduct partnership reviews with quarterly or annual frequency depending on client
• Internally document at risk mitigation plans
• Review product usage and adoption to identify potential opportunities for improvement
• Meet and exceed quarterly and annual client revenue targets
• Compliance with renewal process and meeting or exceeding annual renewal targets
• Identification of growth opportunities within assigned client base
• Promote and increase of client satisfaction
• Ensure client satisfaction, to include owning communication regarding project initiation, results, and impact, as well as by managing and setting client expectations, both through frequent onsite meetings and remote client management
• Negotiate and manage complex escalated states of communication
• Achieve high NPS and KLAS scores

What you will bring

• 7+ years of work experience in healthcare operations and customer management
• Knowledge of the healthcare industry, specifically revenue cycle management
• Executive presence and ability to effectively present to internal and external clientele including C-Suite presentations
• Excellent financial acumen of revenue cycle
• Ability to work autonomously, independently, and as part of a team for collaboration
• Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Experience interfacing with both internal team members and external clients, as part of a solutions-based team
• Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
• Travel required: Up to 50%

What we would like to see

• Bachelor's degree
• Knowledge of FinThrive products and services or competitors