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Director, Client Success - Remote

Validic

Validic

Customer Service
Posted on Saturday, June 22, 2024

THIS IS AN INTERNAL POSTING - AT THIS TIME NO EXTERNAL CANDIDATES WILL BE CONSIDERED

Validic, Inc. is a digital health and remote care company devoted to our mission of improving the quality of human life by making personal data actionable. We’re seeking a Director, Client Success, who will be responsible for overseeing and managing the Company’s Client Success function. This role drives long-term success for clients and the Company and grows revenue by ensuring clients achieve their goals and maximize the value they receive from the Company’s products and services. The individual in this role will play a key part in evolving the vision and strategy of the Company’s Client Success efforts and guiding the team in building enduring and valuable client partnerships.

What You’ll Do at Validic

  • Lead and manage the Client Success team, including setting goals, developing talent, and fostering a collaborative, high performance environment
  • Focus on client expansion with new use cases and increased utilization through strategic sales efforts
  • Responsible for an assigned portfolio of clients and meeting quarterly and annual retention and growth quotas
  • Partner with the VP, Revenue on Client Success strategy that aligns with the overall business objectives
  • Oversee client onboarding, adoption, and retention in partnership with other Company client-facing teams
  • Proactively identify client needs and challenges and develop solutions in partnership with the Product team to ensure client satisfaction and success
  • Re-design process in which client satisfaction is captured and implemented
  • Build and maintain strong relationships with key client stakeholders at all levels
  • Collaborate with the Sales, Marketing, and Client Enablement teams to ensure a seamless client journey
  • Analyze client data and metrics to identify trends and opportunities for improvement, as well as risk to revenue
  • Develop and implement best practices for client success, including playbooks, processes, and tools
  • Stay up-to-date on industry trends and best practices in client success
  • Manage strategic projects related to clients that require cross-functional team collaboration

What You'll Bring to Validic

  • Bachelor’s degree in related field or equivalent experience required
  • At least five years of consulting, account management, and client success experience, with a track record of taking ownership and driving results
  • Proven experience in successful management and growth of strategic clients
  • At least three years of hands-on management or leadership experience, including coaching and leading other revenue driving and client relationship team members
  • Experience working in a fast-paced, high-growth environment
  • Background in US Healthcare and SaaS solution delivery
  • Experience with Healthcare SaaS and/or analytics platforms preferred
  • Experience with Client Success methodologies and frameworks (e.g., CSM, NPS)
  • A keen ability to grasp complex technical concepts and apply them to drive strategic client outcomes
  • Ability to manage and lead high-performing Client Success teams
  • Strong track record of driving client retention and growth
  • Excellent communication, writing, and presentation skills
  • Ability to build strong relationships with clients at all levels.
  • Understanding of and experience with supporting clients across various markets: Wellness, Health IT, Provider, Payer, Pharma, and International
  • Ability to develop pricing models, client presentations, and other requisite resources for client-facing activities
  • Data-driven approach to decision making
  • Demonstrated knowledge of Salesforce and pertinent business systems
  • Strong client service services skills and commitment to exceeding client expectations
  • Well-developed interpersonal skills, with the ability to work collaboratively in a team environment
  • Excellent organizational skills and attention to detail
  • Sound problem-solving skills, with the ability to adapt and thrive in an entrepreneurial environment

Why You’ll Love Validic

  • Our team is great. We’re talented and passionate folks devoted to our mission and our people.
  • Our work is important. We build technology that makes healthcare easier to help people live their best lives.
  • Together, we’re solving healthcare’s toughest challenges by enabling personal health data to transform how we diagnose and treat disease, care for people in any setting, and provide personalized care.

What Validic Values

Authenticity - Set aside egos and bring your own flavor

Freedom - Lead with trust and get Super Healthy Information Technology done

Empathy - Challenge directly and care personally

Purpose - Innovate passionately and make an impact

The Fine Print

Location: Remote U.S. Based - Our core hours are 10:00 a.m.-4:00 p.m. Eastern Time
Reports to: Vice President, Revenue
Status: Full-Time/Exempt - No contract or contract to hire requests are being considered.

Compensation and Benefits: The salary range for this position is $145,000-$155,000 per year plus incentive compensation. Placement within salary range is determined by level of education, knowledge and skills, and relevant years of experience beyond the minimum job requirements. Benefits include medical/dental/vision/life insurance, flexible spending accounts, equity, 401(k), and flexible time off/work schedule.

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer in a variety of environments with multiple distractions. Must be able to travel 25% or more.

Must be eligible to work in the U.S. - Please note visa sponsorship is not available.

No recruiters, please.

Validic is an Equal Opportunity and Affirmative Action Employer. All qualified applicants receive consideration for employment without regard to age, race, color, genetic information, religion, national origin, sex, sexual orientation, pregnancy, gender, gender identity, gender expression, marital status, disability status, military status, veteran status or any other basis protected by federal, state or local laws.

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