About Inspiren
Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff.
Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes.
About the Role
The Director, Client Success will have the ultimate accountability for success of Inspiren’s enterprise and strategic accounts. This important leadership role will be responsible for developing and implementing an enterprise and strategic account strategy at each assigned account and all of its entities. The Director, Client Success is a key member of the Clinical Success team and will manage a team of Clinical Success Managers. They will monitor and continually assess the performance against the enterprise and strategic account strategy and identify opportunities for the growth and expansion of Inspiren’s products and services. The Director, Client Success will have direct oversight of the clinical success teams responsible for driving the adoption of Inspiren’s products within the client community. Success in this role will be measured by:
- Adoption and utilization of Inspiren products
- Attainment of measurable outcomes and client validated ROI
- Client satisfaction as measured by (NPS)
- Growth and renewal as measured by Net Dollar Retention (NDR)
- Employee engagement
The Director, Client Success will operate across all levels of the account with particular focus on growing and deepening relationships at the Operator leadership levels.
As a relationship based business, our expectation is that the Director, Client Success will insert themselves into strategically important accounts, grow close relationships within them, and make them flourish. You will be the primary point of contact with your partners to ensure engagement with Inspiren and be an advocate to use our products to meet the organization’s strategic priorities (i.e., value on investment). You will be traveling up to 30% of the time to visit your clients in person. The Director, Client Success will report to the Executive Team Head of Client Success at Inspiren, and their role will be to oversee all aspects of the relationship with our partners who are using our products, from front line health care workers to the operators and owners.
Responsibilities
- The Quarterback - Drives the strategic direction of the account and owns the Operator executive relationship management across assigned accounts
- Maintains ultimate accountability for the success of assigned enterprise and strategic accounts as measured by NDR per account
- Primarily responsible for value creation and the development of the Joint Impact Plan at each account ensuring ROI targets are consistently met
- Develop, implement, and continually assess the achievement of the enterprise and strategic account strategy
- Oversees a team of Clinical Success Managers to execute the enterprise and strategic account strategy within the client communities.
- Support the ROI framework for Inspiren products by conducting engaging quarterly business review meetings; actively participate in steering committee meetings to support ownership of Inspiren products within the account.
- Builds a pipeline of qualified expansion opportunities (to handoff to AE)
- Deeply embedded within both the Operator leadership and Community Leadership at assigned accounts.
- Owns the overall performance in all executive meetings including EBRs, executive monthly meetings, and ad hoc communications.
- Ensures community alignment on joint impact plans
- Manages a team of assigned CSMs within a defined segment
- Elevation of product challenges and themes
- Have a constant pulse on community metrics ensuring value is being attained.
- Develop a strong relationship with key executives and decision makers to accelerate a growth plan and secure renewals in collaboration with the sales team
- Provide insights and guidance to the internal Inspiren team that is assigned to the account.
- Collect, assess and share data on the enterprise and strategic account performance
- Develop a deep understanding of the enterprise and strategic account’s priorities
- Maintains an up-to-date level of awareness and knowledge of the enterprise and strategic account’s value-drivers, and deeply understands partners’ goals and objectives
- Travel 30% of your time; travel to do on-site visits to support client facing activities such as client go live events, monthly leadership meetings, quarterly business reviews and participation in sales activities.
- Proactive approach to support activities that foster value-driven utilization of our Inspiren products, leading to measurable outcomes
- Advise partners on the roadmap for achieving success and outcomes with our product
- Actively solicit feedback; communicate findings to appropriate persons
- Regularly monitor product utilization, identify and address any concerns area of under-utilization in real time; continuously work with staff to improve system value-driven utilization, as well as provide recommendations for growth and improvement
- Be smart, accountable, and fearless in the pursuit of Client Success
- Excels under pressure, continuously shifting and adapting to meet the ever changing need of your partners
- Works with clients to develop and obtain approval for market facing communication (case studies, quotes, press releases) reflecting successes within the account.
- Identifies opportunities for innovative product design and development and create the path to beta test new products, features and capabilities.
Qualifications
- Bachelor’s degree required, Masters preferred.
- Has spent several years guiding strategy in the C-suite with large enterprise and strategic clients and partners preferably in the healthcare or senior living verticals
- Demonstrated experience in fostering the adoption of healthtech solutions
- Proven track record on growing and renewing a multi-million dollar book of business
- Experience in a healthtech SaaS environment, with particular emphasis on Business-Business products and services.
- Growth focused with strong analytical and relational skills
- 10+ years of healthcare customer relationship management experience in client success, account management, or enterprise sales role.
- Deep understanding of the entire client journey with particular emphasis on the adoption, growth and renewal phases.
- Experience leading or managing others
- Excellent computer skills required and knowledge of internal tech stack
- Proven facilitation of diverse groups to drive toward established outcome objectives
- Demonstrated change agent: ability to facilitate executive level dialogue, analytical expertise to derive meaning from data and utilize to develop partner specific recommendations and build base of support around ROI plan
- Excellent critical thinking skills
- Strong communication, collaborative, and organizational skills
- Proactive problem solver, self motivated, takes accountability
- Must to be able to meet all partner specific requirements, including, but not limited to immunizations and screenings
- Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI, PHI in accordance with organizational policy and federal, state, and local regulations
About you
- Nothing makes you more satisfied than the success of your clients
- You are an influencer by nature, and have a proven track record of developing deep trusted relationship with your clients and team members
- You are a proven CS leader who delights in customer service
- You pay attention to detail while always having an eye on the long term / big picture.
- You excel in a fast paced, team oriented environment
- You are adaptable to a variety of situations, many of which are new and uncharted but require strong leadership and creative problem solving skills.
- Understands how to assess risk and put effective plans in place to mitigate and recover
- Is resilient in managing difficult situations, client complains, and serving the best interests of both the partner and Inspiren
- Demonstrated self-starter who is highly motivated while being an active participant of a larger team
- Ability to gain respect and influence diverse hospital audiences including executives, senior leadership, nursing staff, technical employees, ancillary staff, etc.
- Dynamic communicator, able to motivate and influence others through the fact based client and product understanding, combined with genuine passion for Inspiren’s products
- Customer service focused; being dedicated to our patient and partner experience with Inspiren
- Desire to make a meaningful impact on patient’s lives
- Previous project management of a SaaS product in healthcare a plus
- Willingness to travel 30% of your time to different partner senior living sites to fulfill your job responsibilities
Details
- The annual salary for this role is $175,000-$185,000 + $50,000 variable bonus + equity + benefits (including medical, dental, and vision)
- Flexible PTO
- Location: Remote, US
- Join our team and make a meaningful impact on patient care by enabling healthcare organizations to adopt and leverage AUGi to its full potential. Apply today to become a part of our customer success team!
- Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
