Commercial Client Success Director - Mountain Region GetWellNetwork
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GetWellNetwork, Inc. provides patient engagement solutions that help health care providers engage, educate and empower patients along the care continuum. Our patient-centered platform, delivered across multiple technology platforms including mobile devices, computers and televisions, enables providers to implement a revolutionary care delivery model called Interactive Patient Care? to improve performance and patient outcomes. The company further extends the value of existing IT investments by integrating seamlessly with electronic medical record and patient portal applications.
GetWellNetwork has been recognized by KLAS as the leader in the Interactive Patient Systems category for the fourth consecutive year and is also exclusively endorsed by the American Hospital Association.
With more than 200 employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If you're passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you!
Opportunity: Commercial Client Success Director - Mountain Region
If outcomes improvement and patient centered care are your passion, then we want to speak with you! We?re looking for a talented, enthusiastic and committed individual to work as a Client Success Director (CSD) supporting a portfolio of clients in the Mountain Region (Montana, Idaho, Wyoming, Utah, Colorado, New Mexico, Texas, Oklahoma, Kansas, Missouri, Nebraska, Iowa, the Dakotas and Minnesota).
The GetWellNetwork Client Success Director (CSD) is a true business leader responsible for the overall success of their portfolio of assigned clients through effective relationships, knowledge utilization, resource deployment and P&L management. This position collaborates with the client hospitals to gain alignment on the success agenda and outcome goals. The CSD is the primary point of contact for the client leadership team. S/he leverages and coordinates the expertise of our outcome consultants, Interactive Patient Care Managers (IPCM) where applicable, technical teams, and operational functions to ensure the client achieves maximum satisfaction and return on investment (ROI) from the GetWellNetwork solution. The CSD serves as the client advocate in driving best practices, the evolution of GetWellNetwork functionality and optimizing the overall client experience.
Duties & Responsibilities
Manage the portfolio of clients in support of GetWellNetwork?s Strategic Plan while enhancing the operational client experience. The CSD?s measures of success include client satisfaction, outcome success, relationship management, growth and revenue retention.
Manage the P&L for the support of the assigned portfolio of clients.
Lead and leverage a matrixed internal client support team, including outcomes consultants, technical and operational support and sales in support of client success.
Identify areas of risk in goal achievement and develop risk mitigation plans, involving internal expertise as required, and facilitate solution.
Recognize and drive growth opportunities within client relationships while leading outcomes focus for clients and patients.
Develop a comprehensive understanding of the client's business challenges and objectives to appropriately map GetWellNetwork features and associated business benefits to develop account solution plans.
Partner with the client and the GetWellNetwork Outcomes team to establish a transformational Outcome Achievement Plan to ensure achievement of business goals.
Lead clients to achieve optimal success with their patient engagement strategy by leveraging the expertise of internal capabilities, IPC best practices, industry knowledge, and proven outcome achievement approaches.
Ensure that clients derive maximum value from their investment in GetWellNetwork, utilize all their licenses, and identify new opportunities for IPC functionality.
Develop and maintain effective long-term relationships with client executive team and key stakeholders in assigned account portfolio.
Lead and mentor a team of IPC Managers to achieve excellence and facilitate their career growth and success.
Execute the operational account plan and ?quarterback? the field-based team of clinical and technical experts to provide service and support for performance improvement.
Consistently improve and maximize the overall client health index.
Inspire your service and support team to deliver client-focused, world-class services every day.
Proven ability to cultivate C-level relationships and be seen as C-suite level advisor and coach. Nuanced ability to know when/how to engage executive level sponsorship.
Demonstrated change management skills.
Financial acumen to effectively manage P&L for portfolio.
A business leader mindset and ability to guide strategic thought and tactical execution.
Ability to see the broad picture and identify barriers to success.
Exceptionally strong facilitation and influence skills, both internally and with clients.
Demonstrated ability to pull together individuals with diverse skills and opinions and effectively create a unified support approach.
Ability to work independently while staying connected to the larger company strategy.
Project management skills and effectively mobilizing support through others.
Exceptional communication skills, with the ability to effectively navigate and mediate conflict, and ability to foster honest dialogue.
Proven effectiveness facilitating executive meetings, trainings, workshops.
Ability to prioritize, multi-task, and perform effectively under pressure.
A self starter who thrives in an entrepreneurial, fast-paced environment.
Knowledge of hospital clinical and business practices, and how to effectively navigate the dialogue around an enterprise solution
Previous experience in a clinical setting, with direct experience in hospital operations and/or clinical experience a plus
Minimum 7-10 years professional experience, direct supervisory or managerial experience a plus.
Experience influencing a team, with direct or indirect management.
Familiarity with complex enterprise solutions (hardware, software, third party integrations both hardware and software), EMR or equivalent experience strongly preferred.
Previous P&L responsibility a plus.
Experience working remotely and working with field-based teams.
Denver, Colorado, United States
||Denver, CO |
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