Director - Client Success - Value-Based Payment

SPECTRAMEDIX

REAL-TIME, ACTIONABLE ANALYTICS THAT FACILITATE HEALTHCARE ACCOUNTABILITY

Healthcare is in a state of transition. There’s never been more pressure to improve clinical, operational, and financial performance across the entire healthcare ecosystem as value-based payment model adoption grows. It all begins with data—data that lets you demonstrate improvement, gain actionable insight, and thrive in this new paradigm of care. SpectraMedix mission to assist our clients in their transition to value-based care contracts.

We are a leader in providing quality, population health, analytics and financial modelling and reconciliation in a single platform for health plans and health systems to improve outcomes and maximize incentives. We combine cutting edge technology with a team of experts to bring this unique solution to the healthcare space at a crucial juncture in its value-based care evolution.

We have well positioned our platform to power the journey for health plans, accountable care organizations and health systems moving towards value-based payment initiatives.

Designation : Director - Client Success (Healthplans / Risk Bearing Providers)

Experience : 10 Years

Location : Full-time Remote / East Windsor, NJ

DESCRIPTION:

At SpectraMedix, the Director of Client Success (CSM) is responsible for managing and strengthening all client relationships. This role ensures high client satisfaction by providing strategic insights and fostering partnerships that align with each client’s goals. Additionally, the Director oversees client retention and expansion efforts.

As both a player and a coach, the Director manages a portfolio of accounts while leading and mentoring a team of Client Success Managers. They guide new and existing clients from contract signing through the full implementation of the SpectraMedix Value-Based Payment Platform.

This highly collaborative position requires strong analytical, strategic, and interpersonal skills to work cross-functionally with different teams. The role may also involve 10-15% travel for client meetings.

RESPONSIBILITIES:

• Act as the primary point of contact to guide customers in achieving their strategic goals using the SpectraMedix platform.
• Gain a deep understanding of client workflows, processes, and product requirements to ensure seamless implementation of SpectraMedix’s solutions.
• Investigate complex and escalated issues, collaborating with internal teams to develop effective resolution plans that drive customer success.
• Educate clients on SpectraMedix’s internal processes, including data integration, product development, and quality assurance, to enhance transparency and alignment.
• Engage with key stakeholders at all levels within the client’s organization to ensure broad buy-in and adoption.
• Monitor, manage, and track the performance and effectiveness of team members, fostering a high-performing customer success team.
• Develop and refine customer success processes, integrating best practices into the team and coaching members for continuous improvement.
• Design strategies to track key product adoption metrics and measure ROI for clients using the SpectraMedix product suite.
• Collaborate with cross-functional teams to advocate for client needs, ensuring customer requirements are prioritized and addressed.
• Gain a deep understanding of clients' business goals, helping shape internal decisions such as platform upgrades, feature prioritization, and escalation management.
• Draft, manage, and oversee change requests, ensuring smooth execution from contract initiation to completion.
• Lead and oversee the implementation of product upgrades and major platform enhancements, ensuring seamless transitions for clients.
• Become an expert in the SpectraMedix Product Suite, with a strong grasp of its value proposition in value-based care for health plans and risk-bearing providers.
• Represent SpectraMedix with professionalism and excellence, serving as a trusted ambassador in all customer interactions and delivering a world-class experience.

REQUIREMENTS:

• Bachelor’s degree or equivalent required.
• 8 years of healthcare account management experience required, preferably with an analytics software solution.
• Proven experience managing health plan and health system clients.
• Prior team management experience preferred but not mandatory.
• Strong track record of driving client success KPIs and applying technological solutions to business challenges.
• Excellent oral and written communication skills with the ability to engage and influence C-level stakeholders.
• Proficiency in CRM software and other web-based SaaS applications.
• Willingness to travel as needed for client engagements.
• Self-motivated, hardworking go-getter with growth potential.