Client Success Director

Essential Job Functions
•    Partner closely with the business development director to close new and expansion client opportunities.
•    Ensure client engagements have confirmed success criteria and solution delivery is aligned to meeting and exceeding the outlined criteria
•    Provide ongoing support for client delivery and operations
•    Lead efforts to evolve Lirio’s library of documented process playbooks to facilitate, scale and client success.
Sales
•    Support scope definition and clarification of success criteria
•    Build credibility with client stakeholders on Lirio’s execution and delivery
•    Advance solution design to identify product discrepancies and requirements
•    Participate in contractual reviews to ensure deliverables and timelines match internal expectations/capabilities
•    Build client onboarding plans with expected milestones and workstream timelines
•    Align client stakeholders for workstream kickoffs.
Client Onboarding
•    Obtain client approval of solution design. 
•    Facilitate client delivery of technical deliverables to meet workstream timelines.
•    Drive client and internal progress to meeting expressed milestones and timelines leading to client delivery
•    Facilitate regular communication and reporting with project team and stakeholders on progress, risks, and timeliness.
•    Finalize success criteria and align the launch plan and establish a timeline for proving success.
•    Ensure delivery of operational resources to facilitate success within the client’s operations teams
•    Ensure stakeholder alignment for onboarding approval and solution delivery
Active Client Lifecyle
•    Work with internal resources to identify/establish reporting aligned to success criteria
•    Establish recurring touchpoints with the client stakeholders to review progress and highlight successes in engagement, impact, and ROI.
•    Establish recurring touchpoints with client operations team to identify changes to ways of working
•    Work with business development director to identify expansion opportunities and relevant stakeholders

Internal Support
•    Collaborate with internal teams to evaluate and evolve processes related to client onboarding and operations.
•    Ensure documentation is in place to support channel partners as well as operational education for all client partners
Other
•    Regular and reliable attendance
•    Perform other duties as assigned

Security Responsibilities

Colleagues have a responsibility to comply with information security policies, procedures, laws, guidelines, contracts, and regulations as set forth by Lirio. Colleagues are required to read security and privacy policies and procedures, participate in privacy and security training, report suspected or known incidents, and sign various attestations agreeing to comply with the guidelines listed in said agreement.

Additional Responsibilities

• Position serves both internal and external clients
• Has access to confidential information

Education

• Bachelors Degree
• 7-10 years of experience in client/vendor management, consulting or project management; 3 years in a healthcare setting is a plus.
• Proven experience in healthcare, such as experience working in a health technology company or designing digital health interventions.
  •    Track record of delivering multi-phase projects with parallel and co-dependent workstreams
  •    Experience with Client facing roles and/or sales roles.

System Experience

Working Knowledge of integrated systems (SaaS, PaaS, APIs, etc.) Slack

Other experience

• Experience working in partnership growth teams to evaluate client needs, resources.
• Strong history of working in cross-functional teams to deliver multiple
• Excellent Communication Skills to translate requirements, communicate progress and deliver insights

• Detailed Oriented
• Organized
• Advance Computer Skills
• Complex Business Problem