Position Summary
The Director, Client Engagement, is responsible for cultivating positive, long-term relationships across the EnableComp client base in partnership with internal EnableComp operations and sales leadership. The Director is responsible for interacting with customers on an executive level; and acting as an extension of the client; understanding and communicating agreed upon expectations to internal departments and increasing the market share of business by providing service that meets and exceeds customer expectations. Through ongoing communication, the Director delivers the highest level of client service and ensures product and service success at each client site.
Key Responsibilities
- Will oversee Client Engagement activities for designated clients, in conjunction with Regional RVPs.
- Communicate and coordinate with EnableComp Leadership to ensure all job duties as assigned are executed professionally and timely in accordance with EnableComp standard.
- Acts as an “ambassador” for a fast-paced, detail oriented supportive team by facilitating friendly, courteous, efficient, and well-presented service to assigned clients.
- Manages certain KPI metrics including customer surveys, scoring and client retention goals.
- Works closely with regional RVPs to best serve each client to ensure we are delivering the right services at the right time to meet each client’s needs.
- Reviews, understands and tracks assigned client’s performance goals and meets regularly with assigned clients to review their status and progress with an emphasis on highlighting EnableComp’s value proposition and ROI across product lines.
- Ensures EnableComp’s monthly and quarterly reporting packages are generated and delivered to assigned clients timely, and that they consistently reflect the pertinent EnableComp metrics and benchmarks.
- Collaborates with internal teams to develop and implement client specific strategies and action plans for communication, resolution of open internal/external items and maximization of current and future revenue, including the identification of cross-sell opportunities.
- Works closely with IT and Product Support teams regularly on file corrections, updates, and automation.
- Schedules and attends regular meetings or conference calls with assigned clients to discuss status and reports and ensures the necessary EnableComp team members contribute appropriately.
- Develops agendas and other presentation materials, create meeting summaries and generate meeting deliverables.
- Assists Implementation with the roll-out of any process update/rollout initiatives and manage client deliverables post-implementation.
- Manages and controls client obligations, maintaining a high level of customer satisfaction at all levels of the organization.
- Coordinates with Regional RVPs to identify cross-sell opportunities within the assigned client base, escalating to the assigned outside sales executive for applicable territory/client.
- Participates in internal client account review meetings(e.g., GreenZone, Red Zone, Risk, etc.).
- Use of independent judgement and discretion as it relates to responsibilities detailed above.
- Other duties as required.
Requirements and Qualifications
- Bachelor’s degree in business, Sales/Marketing or other related field of study is required.
- Must have 4-7 years demonstrated experience in account management in the healthcare technology industry, namely engaging hospital revenue cycle management.
- Equivalent combination of education and experience will be considered.
- Experience with claims billing and IT/EDI systems preferred.
- Experience with CRM software (e.g. Salesforce.com)
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
Special Considerations and Prerequisites
- Timely and regular attendance.
- Effectively polished professional presentation skills for developing/communicating analytics, results and ROI to all stakeholders.
- Strong passion for serving the needs and expectations of the client.
- Must be a self-starter and able to work independently as well as partner and collaborate with internal departments and leaders.
- Excellent written and oral communication skills to communicate with internal stakeholders and external clients.
- Demonstrated experience managing stressful situations effectively through difficult conversations, communicating obstacles, challenges and developing action plans to present to management.
- Demonstrates a consultative relationship style both internally and externally; is a team player and has a positive-can-do attitude.
- Strong analysis and problem-solving skills.
- Must be able to manage conflicting priorities, while being extremely adaptable and flexible.
- Up to 50% travel required.