What are the responsibilities and job description for the Director of Client Success position at Functional Pathways?
Job Details
Description
Functional Pathways is a therapist-owned organization with close to 30 years of experience serving Skilled Nursing Facilities, Senior Living communities, and residents in their homes. We value sustained focus on our patients, clients, team members, and the ever-changing healthcare environment.
We are currently accepting resumes for a vibrant Director of Client Success to lead our Client Retention function, ensuring the integration and integrity of our established client retention initiatives. This role involves working closely with key executives, sales, and operations personnel to execute strategy and uphold our customer-centric philosophy.
Responsibilities:
- Lead and maintain accountability for protocols related to all areas of Client Retention.
- Integrate all aspects of our formal client retention program, Clients for Life®, across the organization.
- Manage the design and execution of relational and transactional survey initiatives.
- Collaborate with executive leadership to measure the effectiveness of the program.
- Foster cross-functional dialogue and innovative ideas among the Executive Team, Operations, Sales, and Marketing.
- Facilitate cross-functional meetings to address customer issues and promote group problem-solving.
- Monitor and coach personnel with client communication/management responsibility.
- Ensure compliance with CRM protocols for client communication.
Qualifications
Requirements:
- Bachelor's Degree in a business-related discipline (master’s degree preferred).
- Prior experience within therapy in the senior living space or health industry-related experience, preferred,
- Advanced understanding of adult learning dynamics and experience driving cultural change.
- Effective communication skills, both written and verbal.
- Proficiency in relevant computer software and office equipment.
- Strong problem-solving skills and attention to detail.
- Ability to interpret reports and respond to inquiries or complaints.
Join us at Functional Pathways and make a meaningful impact on our client retention and satisfaction!
