Director, Client Success

As a leader of the client success team, you will drive the overall value delivered to our clients and strategic partners through a consultative approach.

Overview: Diameter Health is setting the standard for clinical data optimization. Join our innovative, collaborative and rapidly growing team as a Director, Client Success to help us power the healthcare ecosystem by making data universally accessible, organized and actionable.

You will be responsible for the day-to-day leadership and management of the client success team, which is responsible for driving the value delivered to our clients and strategic partners through a consultative approach. You will partner collaboratively with the commercial team and establish the mission that will ultimately result in client growth, referenceability, and retention.

Responsibilities:

  • Guide the overall mission and strategic focus of the client success team.
  • Lead the design and rollout of an effective framework to drive account management and success for both enterprise clients and strategic business partners.
  • Manage capacity planning across team in support of key strategic clients and business partners.
  • Develop and mentor team to ensure success as they:
    • Serve as the primary contact for the client from go-live through the life of the contract.
    • Partner with the implementation manager who manages the day-to-day activities of the product, clinical informatics, and engineering teams related to the delivery of the solution.
    • Manage the contract and understand deliverables, key milestones, and contract terms.
    • Interface and foster a strong relationship with key stakeholders.
  • Serve as a “player-coach” role to the team in order to perform the following as capacity demands:
    • Consultatively understand the client’s business, strategy, short and long-term objectives and present how the solution aligns with strategic imperatives.
    • Facilitate strategy and planning sessions with clients to best understand how we can have the greatest impact clinically, financially, and operationally.
    • Deliver a data-driven assessment of client opportunities and how they map to current priorities and existing infrastructure.
    • Help the client form a C-level sponsorship team to prioritize key initiatives and use cases.
    • Help the client govern the use of Diameter Health, forming cross-functional working teams to identify, implement, and measure value and impact of use cases.
  • Communicate success and value achieved to the marketing team to develop case studies and build reference base.
  • Learning content and new applications quickly from a technical and clinical aspect to become a subject matter expert who will demonstrate value of the Diameter Health solutions to clients and prospects:
    • Conveying the energy and ethos of Diameter Health and its products through presentation of product demonstrations.
    • Serving as a key demo resource during the sales cycle in explaining analytical and practical value of solution to prospects.
    • Working in tandem with the sales team to engage with prospects in understanding their needs and educate them on Diameter Health solutions.
  • Partner with the sales organization to drive renewals
  • Communicate and evaluate feedback from clients in collaboration with the product team as part of the product planning process.
  • Develop efficient and standardized on-boarding process to help drive efficient growth.
  • Guide team operations in line with corporate budget and expense targets.

Required Knowledge and Skills:

  • 10+ years of professional experience in healthcare.
  • 5 years minimum relevant executive account management experience in a healthcare environment.
  • Experience building, training and mentoring client-facing, technical, or commercial teams.
  • Deep practical knowledge of data and analytics.
  • Organizational budgeting and expense management.
  • Consulting experience highly desirable.
  • Can establish credibility and rapport successfully with stakeholders at all levels.
  • Experience in building relationships, motivating, and collaborating at an executive level.
  • Excellent communication and listening skills.
  • Strong analytical and problem-solving skills.
  • Detail-oriented, efficient, organized, resourceful, and highly productive.
  • Ability to work creatively and flexibly, both independently and as part of a team.
  • Flexibility in a fast-changing and dynamic environment.

Work Conditions:

  • Willingness and ability to travel in a post-COVID world (up to 50% travel)
  • Open to remote candidates

Job Location: Remote

Contact:  Careers@DiameterHealth.com

® Diameter Health is a trademark registered in the US Patent and Trademark Office.