Director of Client Operations
Remote-US
Client Success – Client Success /
Remote- Full Time /
Remote
Vital’s mission is to radically improve patient experience with software that gives more control, clarity, and predictability to care. Using advanced artificial intelligence (AI), Vital transforms complex health record data into easy-to-use, personalized interfaces that engage and empower over one million patients per year – no downloads or passwords required. With Vital, patients can better understand progress toward discharge, request service and comfort items, set goals, view labs, share health status with family, book follow-up care, and much more. Over 100 hospitals use Vital to improve patient satisfaction, drive growth and patient loyalty, achieve better clinical outcomes, and reduce workload for care teams.
Founded by Mint.com creator Aaron Patzer and Emergency Physician Dr. Justin Schrager, Vital is a HIPAA-compliant cloud-based experience layer that integrates with any electronic health record system. For more information, please visit vital.io or follow us on LinkedIn or Twitter.
The Role
The Director of Client Operations will have direct accountability for the success of Vital’s client community. This important Client Success leadership role will serve as a player/coach with direct oversight of a team of Client Success Managers. Success in this role will be measured by:
- Adoption and utilization of Vital products
- Attainment of measurable outcomes and client validated
- ROIClient satisfaction as measured by NPS
- Growth and renewal as measured by Net Dollar Retention
- Employee engagement
You will serve as a veteran leader within the team, with a direct line-of-sight to all client related matters. You are a highly visible leader within the team, interfacing often with client end-users and executive stakeholders. This role will collaborate closely with members of ancillary client-facing teams including Sales, Professional Services, Client Support and Vital’s Executive Leadership Team to monitor and continually assess the performance against each client's strategic vision.
Vital is a hyper-growth, early stage company. Thus developing scalable and repeatable best practices will be a key function of the role. The Director of Client Operations will continually work to improve all Vital client facing operations. Healthcare is a relationship driven business and our expectation is that the Director of Client Operations promotes a client-centric culture.
You will be traveling up to 50% of the time in support of client operations, growth efforts, and occasional internal meetings. The Director of Client Operations sits in the Client Organization at Vital and directly reports to the Senior Vice President.
Responsibilities
- Serve as an important member of the Vital Senior Leadership Team
- Maintains direct accountability for the success of Vital’s client community.
- Serve as a Player / Coach with direct oversight of a team of Client Success Managers.
- Define and support the professional development of each member of the team.
- Develop strong relationships with key executives and decision makers at each Vital account.
- Develop, implement and maintain adherence to Client Success best practices.
- Serve as a primary point of escalation for most client matters. The role will be empowered to act quickly and decisively with broad latitude and decision making capacity.
- Recruit, hire and train Client Success professionals for currently defined positions and emerging roles.
- As a Player / Coach you may directly oversee a segment of Vital clients or collaborate with an expanded internal team in new and creative ways to drive success at scale.
- Guides, validates, and advocates progress against established goals, adapting approaches based on observed behavior and trends
- Develop, implement, and continually assess the achievement of the account strategy at each Vital client.
- Monitor and track the impact of Vital products across the client community:
- Establishes, monitors and reports on KPI achievement for the Client Success team.
- Works with the CSM team to establish the VOI plan with each client, and leverages internal resources to analyze, summarize and report on client outcomes.
- Obtains client validation of outcomes
- Develops and maintains a system for tracking and reporting outcomes using internal dashboards, reports, and communication channels to promote client outcomes and VOI
- Provide insights and guidance to the internal team that is assigned to the account.
- Constantly innovate to seek improvements in process and methods to drive success for the Vital client community.
- Provide superior customer service to hospital executives, senior leadership, department leaders, and clinicians.
- Proactive approach to support activities that foster value-driven utilization of our Vital products, leading to measurable outcomes.
- Support the value on investment (VOI) framework for Vital products by participating in client facing meetings (QBRs, Steering Committees, Etc) to support ownership of Vital products within the health system
- Regularly monitor product utilization. Identify and address any concerns area of under-utilization in real time; continuously work with the internal team and clients to improve system value-driven utilization, as well as provide recommendations for growth and improvement
- Be an expert on all Vital products.
- 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
- Identifies opportunities for innovative product design and development and creates the path to beta test new products, features and capabilities.
- Travel 50% of your time; travel for on-site visits to support client facing activities such as client go-live events, monthly leadership meetings, QBRs, participation in sales activities, and occasional internal meetings
- Other duties as assigned
Qualifications
- Bachelor’s degree required, Masters preferred.
- Healthcare and/or Health Tech background required.
- Clinical background is a plus.
- Previous experience leading teams within a hyper-growth, private equity backed SaaS company, preferably in the Hospitals and Health Systems space with particular emphasis on Business-Business-Consumer products (B to B to C)
- 5+ years of health care customer relationship management experience in Client Success, Project Management, Sales or Operations roles.
- Previous experience in defining best practices, building internal play books, implementing new processes, and maximizing use of internal tools.
- Experience in guiding strategy in the C-suite with large enterprise clients and partners with proven ability to facilitate executive level dialogue.
- Previous project management of a SaaS product in a healthcare setting is a plus.
- Demonstrated experience in fostering the adoption of digital health products.
- Proven track record on growing and renewing a multi-million dollar book of business.
- Growth focused with strong analytical and relational skills.
- Deep understanding of the entire client journey with particular emphasis on driving adoption, outcomes and ROI.
- Ability to promote and encourage cross collaboration among various internal teams.
- Demonstrated change agent with the ability to motivate teams.
- Uses analytical expertise to derive meaning from data to develop partner specific recommendations and build base of support around value on investment plans.
- Critical thinking and creative problem solving during challenging situations.
- Strong communication, collaborative, and organizational skills.
- Proactive problem solver, self motivated, takes accountability.
- Must 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 the team in serving their clients.
- You are an influencer by nature, and have a proven track record of developing deep trusted relationships with your clients and your fellow team members.
- You are a proven 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 concerns, and serving the best interests of both the partner and Vital.
- Demonstrated self-starter who is highly motivated while being an active participant of a larger team.
- Ability to gain respect and influence a diverse hospital audience 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 Vital’s products.
- Desire to make a meaningful impact on patient’s lives
- Willingness to travel up to 50% of your time
$125,000 - $145,000 a year
Vital is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, or any other legally protected characteristics.
