Director- Enterprise Client Success

Director- Enterprise Client Success
We are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout. We care. We are committed to positive change. And that is where you come in. Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork. Everyone has that one thing at which they are really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.

Position Overview
As a director, the Director - Enterprise Client Success is responsible for planning, customer satisfaction, business
growth and retention of enterprise level accounts.

Responsibilities

• Leading a structured account management/customer success management team, providing strategic focus on customer go-live and post go live experience.
• Working with cross functional departments ensuring customer needs and requirements are understood, planned, and executed by the stakeholders, resulting in customer satisfaction and retention.
• Design, create, and implement strategies with the cross functional leadership that allows product and service delivery. Consistent cross functional teams' involvement for business development and day to day product related issue resolution.
• Serve as a main point of contact and a strong bridge in between the customer/s and the company, to ensure best quality of customer experience is provided, on time within SLA and contractual agreement.
• Creating templates of project planning for various projects like integrations, implementations, Microsoft Azure moves, and version upgrades.
• Agenda creation for measurability and traceability purposes for routine calls and monthly cadence with enterprise accounts.
• Create and measure performance vs potential matrix on employees that can give the opportunity and attrition graph of current and future employees. Also create capacity planning for the department by understanding the current and future workload.
• Perform Monthly Business Review (MBR)/Quarterly Business Review (QBR) to understand implementation and future opportunities and growth within eClinicalWorks eco-system.
• Conducting one on one meeting with Strategic Account Managers (SAMs) every week
• Conducting a daily huddle to lay down the goals and learn of any challenges/escalations
• Monitoring project plans of requests made by clients
• Monitoring PSRs (Periodic Service Review) and taking action on the results on time per the SLA
• Monitoring patient safety, regulatory and cashflow cases to ensure that timely actions are taken
• Monitoring incidents and taking appropriate actions to resolve
• Identifying high risk accounts by monitoring relevant dashboards including timely responses, updating incidents as per SLA, and working with the SAMs to mitigate the risks (of escalation and/or attrition) involved with these accounts
• Performing quality audit checks for documentation on PSRs, client interactions, and support tickets
• Identifying weaknesses in the team on product/process level and ensuring SAMs undergo training including patient safety, compliance, and product including successful passage of associated quizzes
• Facilitating team meetings to disseminate important company policies, department specific updates, initiatives, and news/information
• Responsible for communicating any deployment of high impact changes, process adjustments, and steps that need to be followed
• Responsible for ensuring outreaches are completed timely

Requirements

• Bachelor’s degree in IT, Business Management, Business Analytics or Healthcare.
• 3 years of Client Relationship Management/Account Management/Customer Success Account Management experience in the healthcare field
• 3 years of leadership experience of client relationship managers or similar roles
• 3 years of Project Management experience.
• 3 years of technical background to include knowledge of databases (MSSQL/MySQL, stored procedures, DB triggers, indexes, query plans, replication), application servers (tomcats, JDKs, JVMs), interfaces, FTP servers (Isilon, Windows FTP), load balancers, multi-tenant vs private cloud, Microsoft Azure vs AWS, general networking, faxing solutions)
• Knowledge of MIM (Major Incident Management), RCA (Root Cause Analysis) and CAPA (Corrective Action and Preventive Action) methodologies
• Able to travel 20% - 50% of the time

Preferred Requirements

• PMP certification preferred but not required.
• Fluent in technical specifications to be able to talk to technical resources (IT Directors, CIOs, CTOs, CEOs) about
  technical/technological solutions for a problem at hand, understanding the requirements, and be able to relay
  that internally to appropriate departments for successful execution
• Basic understanding of SDLC process, software upgrade processes, including deployment tools such as Microsoft
  SCCM, Microsoft SMS, etc.
• Basic understanding of application and network monitoring tools such as New Relic, Fiddler, Jasper, App
  Dynamics, Full Story, etc.
• Deployment planning experience
• Be able to identify the weaknesses/issues and help with developing solutions to resolve them
• Be able to report on findings and outcomes after plan of action is implemented
• Reporting on client satisfaction along with types of issues faced
• Ability to lead C-suite meetings, with proper agenda and plan of actions
• Skilled in negotiations to help set the expectations with the internal and external customers so that company’s vision and mission are adhered to by both employees and clients
• Great listening skills
• Great verbal and written communication skills

Please know, current policy requires all eCW employees to be fully vaccinated against Covid-19 for business travel or attendance at any eCW location, event, or customer, to the extent permitted by applicable law.

eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.