Experity
Head of Client Success
Experity, Atlanta, Georgia, United States, 30383
Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.
Experity offers the following:Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.Flexibility– Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.Career Development– Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.Team Building –We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.
Hybrid workforce:Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.
Job Summary:The Head of Client Success is an executive leadership position responsible for strategic planning and management of the Client Success Management (CSM) teams, Technical Account Managers (TAMs), and the governance of all enterprise client assignments. This role oversees the CSM team's activities, ensures client satisfaction, and collaborates with internal departments to deliver solutions within agreed-upon parameters. The Client Success leader acts as a point of escalation and champions a customer-centric culture within the organization. This position reports to the Chief Revenue Officer and is part of the extended Executive Leadership Team.
Responsibilities:Serve as the voice of the customer within the organization, ensuring their product and service needs and preferences are prioritized in decision-making processes by partnering cross-functionally with Product, Engineering, Revenue and other key stakeholders. Maintain appropriate client expectations on roadmap and development opportunities.Operationalize the Client Success team by developing and implementing best-in-class processes systems and partnering with Revenue Operations to leverage data and analytics to drive proactive outreach and solutioning for client satisfaction, retention and growth. Partner with Client Support to improve process for reactive issue resolution.Create and implement consistent and proactive feedback loops with clients through executive business reviews. Disseminate client learnings across the org to drive company vision, product roadmap, and other key initiatives.Improve operational excellence and drive client loyalty across all touchpoints. Develop and implement a comprehensive, client-focused strategy aligned with the company's overall objectives and business goals.Elevate Enterprise client relationships from vendor/partner to trusted business partner through formation and strengthening of executive relationships, on-site presence for QBRs and ad hoc strategic growth meetings.Support new revenue growth through identifying upsell opportunities with existing clients. Support the Sales team with subject matter expertise and nurture opportunities for client references, referrals, and case studies.Develop strategies and partner cross-functionally to reduce churn, improve client lifetime value, net revenue retention and client net promoter score.Maintain a strong understanding of the urgent care business model, client workflows, and market challenges. Provide system and industry expertise to ensure optimal utilization and value of Experity solutions.Ensure all service level commitments are met for each client by coordinating with internal service teams and holding them accountable for successful product and service delivery.Collaborate with the Revenue Cycle Management Ops Leadership and RCM Client Success Leadership to align service delivery priorities and approach.Work closely with Experity Finance to address client invoice questions and support collection efforts on aged accounts receivable.Lead and coach the Client Success team in managing global relationships with the client base. Ensure the team adheres to best practices and prescribed outreach to build relationships and support successful utilization of Experity solutions.Manage team member performance by establishing clear goals and expectations, tracking progress against the goals, ensuring timely feedback, and addressing performance problems and issues promptly.Train, guide, and mentor the Client Success team. Create and implement learning and development programs and initiatives that provide internal growth opportunities.Foster a culture of team members who have an entrepreneurial spirit, value collaboration and commitment, hold themselves and each other accountable, and embrace Experity’s core values.Champion and maintain a customer-centric culture across the company.Represent the organization with the board of directors, clients, investors, and business partners.Perform other duties as assigned to support the overall objectives of the company.
Travel:Ability to travel as needed. Expected travel 25%+.
Education and Experience:A bachelor’s degree or equivalent combination of education and experience.At least ten years of client success/account management experience, preferably in SaaS or revenue cycle management in the healthcare IT industry.At least five years of experience managing a team of professionals.Strong experience with Electronic Medical Record and Practice Management Systems.Proven experience communicating effectively at an executive-level effectively partner with enterprise clients; ability to adapt communication to best fit the audience.
Manager Competencies:Owns the creation of the departmental strategy in alignment with the organization's goals and objectives.Strong leadership skills and ability to drive a customer-focused culture, set strategic objectives, and foster collaboration.Oversees the day-to-day operations of the department.Plans, evaluates and improves the efficiency of business processes and procedures to enhance overall effectiveness.Manages the overall operational, budgetary and financial responsibilities of the department.Review performance data to monitor and measure department productivity, goals achievement and overall effectiveness.Provides oversight and direction to employees, providing frequent and timely feedback.Coach, mentor and develop staff, including providing development planning and opportunities.Manage performance deficiencies in a timely and clear manner, taking disciplinary action when necessary.Responsible for anticipating and planning appropriate staffing levels.Consciously creates a workplace culture that is consistent with the organization's core values.
Every team member exhibits our core values:Team FirstLift Others UpShare OpenlySet and Crush GoalsDelight the Client
Our urgent care solutions include:Electronic Medical Records (EMR): Software that healthcare providers use to input patient data, such as medical history, diagnoses, treatment plans, medications, and test results.Patient Engagement (PE): Software that shows patients the wait times at various clinics, allows patients to reserve a spot in line if there's a wait, and book the appointment.Practice Management (PM): Software that the clinic front desk staff uses to register the patient once they arrive for their appointment.Billing and Revenue Cycle Management (RCM): Software that manages coding, billing and payer contracts for clinics so they don’t have to.Teleradiology: Board certified radiologist providing accurate and timely reads of results from X-rays, CT scans, MRIs, and ultrasounds, for our urgent care clients.Consulting: Consulting services for urgent care clinics to assist with opening, expanding and enhancing client's businesses.
Equal Employment Opportunity (EEO) Statement:Experity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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Experity offers the following:Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.Flexibility– Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.Career Development– Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.Team Building –We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.
Hybrid workforce:Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.
Job Summary:The Head of Client Success is an executive leadership position responsible for strategic planning and management of the Client Success Management (CSM) teams, Technical Account Managers (TAMs), and the governance of all enterprise client assignments. This role oversees the CSM team's activities, ensures client satisfaction, and collaborates with internal departments to deliver solutions within agreed-upon parameters. The Client Success leader acts as a point of escalation and champions a customer-centric culture within the organization. This position reports to the Chief Revenue Officer and is part of the extended Executive Leadership Team.
Responsibilities:Serve as the voice of the customer within the organization, ensuring their product and service needs and preferences are prioritized in decision-making processes by partnering cross-functionally with Product, Engineering, Revenue and other key stakeholders. Maintain appropriate client expectations on roadmap and development opportunities.Operationalize the Client Success team by developing and implementing best-in-class processes systems and partnering with Revenue Operations to leverage data and analytics to drive proactive outreach and solutioning for client satisfaction, retention and growth. Partner with Client Support to improve process for reactive issue resolution.Create and implement consistent and proactive feedback loops with clients through executive business reviews. Disseminate client learnings across the org to drive company vision, product roadmap, and other key initiatives.Improve operational excellence and drive client loyalty across all touchpoints. Develop and implement a comprehensive, client-focused strategy aligned with the company's overall objectives and business goals.Elevate Enterprise client relationships from vendor/partner to trusted business partner through formation and strengthening of executive relationships, on-site presence for QBRs and ad hoc strategic growth meetings.Support new revenue growth through identifying upsell opportunities with existing clients. Support the Sales team with subject matter expertise and nurture opportunities for client references, referrals, and case studies.Develop strategies and partner cross-functionally to reduce churn, improve client lifetime value, net revenue retention and client net promoter score.Maintain a strong understanding of the urgent care business model, client workflows, and market challenges. Provide system and industry expertise to ensure optimal utilization and value of Experity solutions.Ensure all service level commitments are met for each client by coordinating with internal service teams and holding them accountable for successful product and service delivery.Collaborate with the Revenue Cycle Management Ops Leadership and RCM Client Success Leadership to align service delivery priorities and approach.Work closely with Experity Finance to address client invoice questions and support collection efforts on aged accounts receivable.Lead and coach the Client Success team in managing global relationships with the client base. Ensure the team adheres to best practices and prescribed outreach to build relationships and support successful utilization of Experity solutions.Manage team member performance by establishing clear goals and expectations, tracking progress against the goals, ensuring timely feedback, and addressing performance problems and issues promptly.Train, guide, and mentor the Client Success team. Create and implement learning and development programs and initiatives that provide internal growth opportunities.Foster a culture of team members who have an entrepreneurial spirit, value collaboration and commitment, hold themselves and each other accountable, and embrace Experity’s core values.Champion and maintain a customer-centric culture across the company.Represent the organization with the board of directors, clients, investors, and business partners.Perform other duties as assigned to support the overall objectives of the company.
Travel:Ability to travel as needed. Expected travel 25%+.
Education and Experience:A bachelor’s degree or equivalent combination of education and experience.At least ten years of client success/account management experience, preferably in SaaS or revenue cycle management in the healthcare IT industry.At least five years of experience managing a team of professionals.Strong experience with Electronic Medical Record and Practice Management Systems.Proven experience communicating effectively at an executive-level effectively partner with enterprise clients; ability to adapt communication to best fit the audience.
Manager Competencies:Owns the creation of the departmental strategy in alignment with the organization's goals and objectives.Strong leadership skills and ability to drive a customer-focused culture, set strategic objectives, and foster collaboration.Oversees the day-to-day operations of the department.Plans, evaluates and improves the efficiency of business processes and procedures to enhance overall effectiveness.Manages the overall operational, budgetary and financial responsibilities of the department.Review performance data to monitor and measure department productivity, goals achievement and overall effectiveness.Provides oversight and direction to employees, providing frequent and timely feedback.Coach, mentor and develop staff, including providing development planning and opportunities.Manage performance deficiencies in a timely and clear manner, taking disciplinary action when necessary.Responsible for anticipating and planning appropriate staffing levels.Consciously creates a workplace culture that is consistent with the organization's core values.
Every team member exhibits our core values:Team FirstLift Others UpShare OpenlySet and Crush GoalsDelight the Client
Our urgent care solutions include:Electronic Medical Records (EMR): Software that healthcare providers use to input patient data, such as medical history, diagnoses, treatment plans, medications, and test results.Patient Engagement (PE): Software that shows patients the wait times at various clinics, allows patients to reserve a spot in line if there's a wait, and book the appointment.Practice Management (PM): Software that the clinic front desk staff uses to register the patient once they arrive for their appointment.Billing and Revenue Cycle Management (RCM): Software that manages coding, billing and payer contracts for clinics so they don’t have to.Teleradiology: Board certified radiologist providing accurate and timely reads of results from X-rays, CT scans, MRIs, and ultrasounds, for our urgent care clients.Consulting: Consulting services for urgent care clinics to assist with opening, expanding and enhancing client's businesses.
Equal Employment Opportunity (EEO) Statement:Experity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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