The Assistant Director of Client Success leads a team to ensure high client satisfaction and retention. Responsibilities include developing client success strategies, resolving client issues, analyzing performance metrics, and collaborating with internal teams. This role also involves creating educational marketing content and driving continuous improvement initiatives based on client feedback.
Key Responsibilities:
- Lead, mentor, and develop a team of Client Success Managers to drive high client satisfaction and retention.
- Develop and implement long-term client success strategies that align with business objectives.
- Utilize advanced communication and negotiation skills to resolve client concerns and enhance relationships.
- Analyze performance metrics related to revenue cycle to identify trends and areas for improvement.
- Support consultative sales initiatives, including upsell and renewal efforts, in collaboration with the sales team.
- Oversee the creation of educational marketing content to support client engagement and success.
- Partner with internal teams, including sales, operations, and marketing, to enhance the client experience.
- Establish best practices for client success management and ensure consistency across the team.
- Drive continuous improvement initiatives by gathering and acting on client feedback.
Skills & Competencies:
- Leadership: Ability to inspire and guide a team to achieve high performance and client satisfaction.
- Strategic Thinking: Strong ability to develop and implement long-term client success plans.
- Consultative Sales Acumen: Experience leading and supporting consultative sales initiatives and upsell opportunities.
- Data Analysis: Proficiency in analyzing revenue cycle metrics to drive client success strategies.
- Advanced Communication & Negotiation: Ability to effectively communicate and negotiate with clients at all levels.
- Content Development: Ability to create educational marketing materials that enhance client engagement.
Requirements:
- Experience: Minimum of 8 years in client success or account management within revenue cycle management, with at least 2 years in a managerial role.
- Proven success in improving client satisfaction and retention rates.
- Experience leading and developing high-performing client success teams.
- Strong track record in supporting consultative sales and upsell opportunities.
- Demonstrated ability to create educational marketing content.
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