Director Client Success

Director Client Success

Reporting up to the Chief Customer Officer, the Director, Client Success is accountable for Valify client retention, satisfaction, and engagement. The Director leads the Client Success team and formulates and drives the customer success strategy for Valify technology subscribers. The ability to network and work with both Valify clients, HealthTrust members, and various internal teams to achieve strategic objectives is essential to meeting expectations of this position. The Director also contributes to securing new Valify subscribers by supporting the sales process, as required.

What you will do in this role includes:

• Owns the entire Valify lifecycle for new and existing clients, including onboarding, training, daily ongoing support and renewals.
• Promotes and maximizes value of Valify and Valify Solutions Group to Valify subscribers, ensuring that Valify subscribers realize full benefit of the platform
• Responsible for team goal achievement related to customer utilization of Valify technology, VSG group purchasing portfolio, power benchmarking, and technology customer retention.
• Lead, manages, and promotes a positive environment for Client Success colleagues, identifying opportunities for enhancing a collaborative work environment, and work to address any issues that are creating barriers to an optimal work environment with their respective clients.
• Supervises the Valify Customer Success team (3 to 5 Client Success Managers)
• Position may require travel up to 40%.
• Technology Onboarding and Implementation:
• Ensure customer onboarding is a positive experience, meeting all timelines and focusing on speed-to-value as soon as contract is signed
• Serve as customer's primary point of contact for escalation or delays in onboarding process
• Work closely with data teams to ensure timelines are achieved
• Planning:
• Design and implement business review process to keep a pulse on customer health and clearly articulate ROI/value creation for each customer's Valify relationship
• Analytics:
• Leverage data insights to drive customer engagement and marketing strategy
• Position Valify as a thought leader in healthcare purchased services by deriving industry insights and trends from business intelligence reporting
• Valify Subscriber Sales and Account Management:
• Serve as trusted advisor for sales team and prospective customers, often getting pulled into the final stages of a sales process to gain customer's confidence in Valify's customer success team and the technology
• Accountable for customer engagement with Valify power benchmarking
• Facilitate strategic introductions to current customers for ancillary VSG offerings
• Serve as customer's primary contact for all escalations and account support issues
• Serve as the face of Valify's customer success team and present to other groups
• Responsible for Valify technology renewals and deploying appropriate renewal strategy
• Partner with product and marketing teams to rollout and promote new features to customer base
• Prepare and present demos for technology and GPO sales conversations, including occasional attendance at conference and trade shows, as required
• Operates within established budgets, acting as a good steward of company resources
• Project Management:
• Own the member experience for VSG members that transition to HealthTrust as their primary GPO
• GPO Account Mgmt Support:
• Partner with GPO counterparts to clearly define process and roles & responsibilities for promoting and driving adoption of the contract portfolio

What qualifications you will need for this role:

• Bachelor's degree - Required
• 5+ years of strategic account management experience.
• Hospital/ Healthcare experience preferred.
• Previous leadership experience preferred
• Working knowledge of healthcare industry, supply chain, GPOs
• Must demonstrate strong organizational skills, including the ability to plan, implement, and execute.
• Excellent communication and customer service skills
• Proven ability to successful manage multiple projects and timelines
• Confidence, poise under pressure, decisiveness- conveying an image that is consistent with the organizations' vision and values
• Passion for results- able to drive high standards for self; tenaciously working to meet or exceed challenging goals
• Driver's License in good standing

Valify is a healthcare technology company dedicated to helping hospitals and health systems identify and realize savings in their purchased services spend. By combining deep industry expertise with innovative data analytics, Valify empowers healthcare leaders to make smarter, faster decisions that optimize operational efficiency and support better patient outcomes. As a wholly owned subsidiary of HealthTrust, Valify serves clients across the country with a mission to deliver clear insights that drive transformative value. HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years. HCA Healthcare spent an estimated $3.7 billion in costs for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Good people beget good people."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder