Government Client Success Director 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 third 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: Government Client Success Director
The Client Success Director (CSD) is ultimately responsible for ensuring the success of a Government portfolio of GetWellNetwork?s enterprise clients. The CSD will bring GetWellNetwork's best ideas, innovations, and capabilities to their portfolio of clients and match these to the clients' business goals, driving greater business value and executive alignment between GetWellNetwork and the Client.
As a CSD, you will be responsible for driving client adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased client satisfaction, retention and expansion of the GetWellNetwork.com footprint.
Key to this role is your ability to articulate value, inspire and lead a team of clinical and technical experts to achieve success for your portfolio of clients. As a trusted advisor and coach, you are the post-sales success leader for your assigned accounts and ensure the Blueprint For Success is hardwired into your client?s clinical and business practices.
In addition to the leadership, business process and change management skills needed for the role, the CSD should possess application functional or IT expertise in combination with exceptional client management experience at the C-level. Working closely with the entire account team to drive the client relationship and alignment at all levels in order to execute the overall account strategy is key to your success.
You will also serve as an escalation point for issues that impact the client's success and drive risk mitigation. CSDs are required to maintain strong working relationships with other GetWellNetwork team members in the Sales, Services, Engineering, Marketing and Product Management eco systems with the goal of owning the post sale client strategy.
Travel to regional activities such as client locations, local user groups, and conferences is required. Occasional travel to national events including the GetWellNetwork annual GetConnected client conference and corporate meetings is required. This position is based at our headquarters in Bethesda, Maryland.
This is a huge opportunity to become part of an expanding team in one of GetWellNetwork?s key markets, with the potential to help define the vision for how we achieve success with our clients.
Duties & Responsibilities
As the Client Success Director, you own ultimate responsibility for the client's renewal and for expansion success ? this is an outcome of your leadership with your team and the client to achieving their business objectives. You ensure that clients derive maximum value from their investment in GetWellNetwork, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
Lead your field-based team of clinical and technical experts to deliver world-class services every day and inspire and mentor them to facilitate their career growth and success.
Partner with sales, outcomes, engineering and product teams to manage assigned accounts to ensure client success with GetWellNetwork.
Lead C-level stakeholders towards identifying their patient engagement strategy by evangelizing the capabilities of GetWellNetwork.
Partner with the client and the outcomes team to establish a transformational Blueprint and Outcome Achievement Plan to ensure achievement of business goals.
Effectively network an account from the C-Level down in order to achieve successful execution of the client's Blueprint at all levels of the organization.
Develop a comprehensive understanding of the client's business challenges and objectives to appropriately map GetWellNetwork features and associated business benefits to address their needs.
Play a fundamental part in helping your clients establish and manage their Change Management/Governance/Centre of Excellence programs for Patient Engagement.
Identify risks to the client achieving their stated business goals and developing a risk mitigation plan.
Serve as a client advocate in driving best practices and the evolution of GetWellNetwork functionality, courses and administrative services integral to the client's success.
Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between clients and GetWellNetwork.
Contribute thought leadership and best practice, both internally and externally, around business transformation.
Deliver successful clients to the contract renewal cycle and, where necessary, support the renewals process to eliminate client attrition.
Capability as credible and effective C-level advisor/coach, esp. around change management (cultural, technical and business).
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
Knowledge of hospital clinical and business practices and how to effectively navigate the dialog around an enterprise solution.
Proven effectiveness at leading and facilitating executive meetings and workshops.
Ability to prioritize, multi-task, and perform effectively under pressure.
Strong knowledge of business processes (Sales, Marketing, Service, Support).
Familiarity with complex solutions (hardware, software, third party integrations both hardware and software), EMR or equivalent experience is preferred.
BA/BS degree (or equivalent; MBA or advanced degree preferred)
Minimum 5 years relevant work experience with government contracts, Veterans Administration contracts experience preferred.
Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)
Experience with account portfolio planning and prioritization.
Must be willing to submit to a federal government background check and regular drug testing.
Ability to travel up to 50%.
Bethesda, Maryland, United States
||7920 Norfolk Avenue |
Bethesda, MD 20814
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