Sr. Director, Client Success
$150k/y-$160k/y
21 days ago
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OnsiteFull-timeSenior
Summary
TimeDoc Health is seeking a Sr. Director, Client Success to lead and strengthen their Client Success team in Tampa, FL. This role focuses on driving client satisfaction, retention, and growth within the healthcare virtual care management industry.
About the Role
The Sr. Director, Client Success will lead, mentor, and engage with Client Success Managers and Directors to achieve key objectives such as 98%+ revenue retention, client NPS scores above 50, and conversion of CCM service clients to APCM. Responsibilities include developing strategic initiatives, maintaining strong client relationships, collaborating with internal teams to ensure timely and accurate delivery, monitoring client health metrics, leading training sessions, analyzing client feedback, resolving complex client issues, identifying upsell opportunities, defining KPIs, implementing best practices, leading strategic account planning, and staying informed on industry trends and technologies.
About You
Required:
- Bachelor's degree or related experience in a health or healthcare related field.
- Minimum of 8 years experience in client success, account management, or related roles.
- At least 5 years experience in a leadership or supervisory capacity.
- Proven track record of driving client satisfaction, retention, and growth in a B2B, tech-enabled services environment within healthcare.
- Demonstrated experience strengthening the performance of a client success team.
- Exceptional communication and presentation skills, both written and verbal.
- Strong analytical and problem-solving abilities.
- Proficiency in CRM software and relevant client management tools.
- Ability to work effectively in cross-functional teams.
Preferred:
- Experience working with enterprise clients and complex sales cycles.
- Demonstrated experience retaining staff members and being hands-on in professional development.
- Deep understanding of the Virtual Care Management (VCM) industry, including trends, market dynamics, regulatory frameworks, and emerging technologies.
- Financial acumen to manage complex financial scenarios and leverage resources effectively.
- Executive presence with confidence, credibility, and influence when interacting with stakeholders.
- Proactive and clear communication skills to inform and influence others timely and effectively.
Benefits
- Variety of benefit plans including medical, dental, vision, and prescription coverage.
- Responsible paid time off (PTO).
- 10 company paid holidays.
- 401K retirement plan.
- Company issued computer equipment.
TimeDoc Health is the leading Virtual Care Management solutions and services provider that enables providers to receive reimbursement, optimize VBC performance, and deliver better care through Medicare programs like Chronic Care Management (CCM), Remote Patient Monitoring (RPM), and Behavioral Health Integration (BHI).
By combining advanced technology and a clinical nursing staff, TimeDoc augments existing client resources allowing them to reach an entire panel of patients on a monthly basis to close gaps in care, reduce costs, and deliver better clinical and financial outcomes.
Tampa, FL