Client Success Director

Gozio Health is experiencing rapid growth with the largest and best hospitals in the US.  Gozio Health offers an end-to-end, customizable digital health platform exclusively for healthcare systems. Gozio’s extensible mobile platform enables seamless consumer interactions and provides an anytime, anywhere connection to patients that improves their overall experience and access to care. Popular patient engagement features include patented indoor wayfinding with turn-by-turn navigation, virtual visits, physician directories, appointment scheduling, access to electronic health records, Urgent Care and Emergency Department wait times, and extensive analytics capabilities.

The Client Success Director oversees the organization's customer retention. This will include building and maintaining customer relationships and improving customer overall satisfaction.

The Client Success Director will establish themselves as a credible authority and become a trusted advisor for clients to drive business and contract renewals. This includes identifying potential platform improvements, resolving any questions or concerns the client may have, and being the voice for the client with Client Services, Product, Strategy, and Leadership.

Your Responsibilities

• Responsible for an assigned portfolio of clients and meeting annual retention and growth quotas by establishing and maintaining relationships to ensure their continued growth and retention
• Provide clients with information and assistance regarding product updates and new features
• Develop initiatives and campaigns to identify revenue-generating and marketing opportunities
• Coordinate client training sessions as a part of ongoing product education and adoption
• Serve as a client advocate, being the voice of the client with internal stakeholders, including Product, Client Services, Strategy and Leadership
• Serve as a liaison to Product Management, managing the funnel of client requests and growth opportunities
• Serve as liaison to Client Services for implementation of new or existing client solutions
• Maintain subject matter expertise on the Gozio platform and best practices to drive adoption and value (ROI)
• Deeply understand client objectives and become a trusted solution advisor
• Promote client satisfaction and an understanding of their business needs within the organization
• Regularly monitor platform usage and define, drive, and demonstrate solution value (ROI) delivered
• Analyze and manage risks to minimize negative client experience
• Develop and measure alignment with KPIs throughout the client lifecycle
• Assist in the investigation and application of partnered solutions
• Oversee upsell opportunities through solution sale lifecycle
• Analyze client data and metrics to identify trends and opportunities for improvement, as well as risk to revenue
• Proactively identify client needs and challenges and develop solutions in partnership with the Product team to ensure client satisfaction and success
• Oversee client onboarding, adoption, and retention in partnership with other client-facing teams

Requirements

• BA/BS degree in a related field
• 5+ years of Sales, Project, Consulting, or Account Management experience in the technology sector in healthcare
• Proven experience in software as a service, mobile, and web technologies
• Excellent client-facing and internal communication skills, written and verbal
• Strong communication and relationship management skills
• Excellent presentation skills to high-level executives
• Outstanding organizational skills, including attention to detail and multi-tasking skills
• Exceptional practical experience with Microsoft Office
• Experience working in a fast-paced, high-growth environment
• Ability to build strong relationships with clients at all levels.
• Ability to develop client presentations, agendas, and other requisite resources for client-facing activities
• Strong client service skills and commitment to exceeding client expectations
• Sound problem-solving skills, with the ability to adapt and thrive in an entrepreneurial environment
• Willingness to travel; extent to be discussed

Gozio is an Equal Opportunity Employer

Unfortunately, Gozio is unable to provide sponsorship or transfer

For more information, watch the video or visit www.goziohealth.com or Gozio Health on  LinkedIn.