The role of the Director- Client Success Management is to lead the team of Client Success Managers who are the primary business contact for our clients. The Client Success Management team is responsible for building relationships with existing clients, revenue retention, ensuring a high level of client satisfaction, and driving growth of the Waystar solutions. The Director is responsible for ensuring the team achieves the Client Satisfaction, Revenue Retention and Client Growth goals and team member development, career growth and satisfaction. The Director will establish client relationships and collaborate with colleagues to promote Waystar as a market leader in technology, innovation and customer satisfaction. Client Success must collaborate across the organization to exceed our goals. Communication, interpersonal relationship development, knowledge of Waystar technology and understanding of our client's business are necessary for success.
What you'll be doing:
Lead a team of Client Success Managers
Management responsibilities include team member hiring, coaching, performance review, career development and goal setting/monitoring.
Assist team members in creating and executing client business plans and quarterly business reviews
Facilitate client transition from implementation to Client Management
Guide team members in identifying product-related needs, optimization and workflow recommendations and growth opportunities for clients.
Lead project improving client, CSM team and organization experience.
Resolve client needs by serving as a liaison between CSM other Waystar team members
Oversee team member adherence to Waystar policies, procedures and Waystar system usage
Conduct periodic client satisfaction follow-ups
Coordinate escalation and incident management to ensure successful resolution
Guide team members in client contract renewal and growth discussions
Responsible for retention of business and increasing revenue on assigned accounts
Maintains knowledge of Waystar's solutions
What we're looking for:
Bachelor's degree or equivalent professional work experience
5 years prior leadership experience
8+ years hospital revenue cycle experience
Strong consulting, client management or operations background as demonstrated by track record of process redesign leading to quantifiable improvements in RCM metrics
Experience working with client c-level, middle management and users
Ability to influence decisions with the client executive decision makers
Hands on experience with enterprise scale HCIT systems (e.g., Epic, Meditech, Cerner, etc)
Ability to prioritize and execute multiple tasks, resolve issues, and rectify conflicts
An in-depth subject matter expertise and dedication to remaining current with industry
Must be a quick learner with the ability to multi-task in a fast-paced environment
Must possess strong analytical, problem-solving and writing skills
Proven ability to build, manage and foster a team-oriented environment
Ability and willingness to travel as needed for client base
Waystarprovides cloud-based technology that simplifies and unifies healthcare payments.Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic and fun.
Waystar products have won Best in KLAS® or Category Leader every year since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visitwaystar.comor follow@Waystaron Twitter.