Strategic Client Success Director

About Time Doc Health

Founded in 2015, TimeDoc Health is a leader in virtual Chronic Care Management (CCM) for healthcare providers - one of the largest new markets in healthcare. We enable providers to deliver truly continuous, comprehensive care by helping them establish care management programs for patients with chronic and behavioral health conditions. Our solution combines a care management SaaS platform, remote patient monitoring devices, and digital care management services to provide the personal touch often missing in healthcare. We have scaled our platform to over 50,000 enrolled patients and have set a goal to reach one million patients by the end of 2025. Are you ready to have a huge impact on thousands of patients' lives? Apply now to get started!

The Role: (In A NutShell)

The Strategic Client Success Director plays a critical role in the implementation of TimeDoc's software and services offerings and the ongoing management of TimeDoc clients, as well as supporting the company in its growth initiatives. This individual will coordinate across several internal teams and external stakeholders to ensure healthy, long-term client relationships and help our clients meet clinical and revenue goals by working with TimeDoc products and programs. Reporting to the Sr. Manager of Client Success, this role requires a client-focused individual who is ready to roll up their sleeves, help build a world-class client experience, and grow with us as our organization scales.

Our Ideal Candidate Possesses These Core Competencies

• Strategic Thinking. Uses knowledge of industry and market trends to develop long-term strategies based on vision and mission and translates them into business plans. Modifies the plan based on changing conditions.
• Executive Presence. Projects confidence, credibility and influence when interacting with others. Demonstrates clear and effective communication and the ability to establish rapport and build trust with clients.
• Presentation. Presents information on our CCM, RPM and BHI services in an engaging, confident and professional manner. Effective at tailoring messages to meet the needs of specific clients.
• Solution Oriented. Gains and leverages strong understanding of prospective clients needs to effectively position TimeDoc's solutions.
• Execution. Follow through on commitments and obligations; communicating early when commitments are at risk. Achieves expected results.
• Results and performance driven. Assumes personal ownership and accountability for client and business results and solutions; consistently delivers results that meet or exceed expectations; keeps focus on driving client value.
• Relationship Building. Assumes personal ownership and accountability for client and business results and solutions. Keeps focused on driving client value.
• Consultative Approach. Gains and uses a deep understanding of customer business objectives and needs and constraints in order to create value-added solutions. Helps customers understand downstream implications, and educates them on how best to configure solutions to meet objectives.
• Negotiation and Influencing. Ability to engage in effective communication and persuasion techniques to achieve mutually beneficial outcomes. Resolves conflicts and seeks win-win solutions.
• Business Acumen. Knows how different businesses make money; is knowledgeable in current and possible future policies, practices, and technology; is aware of how a variety of strategies and tactics work in the marketplace.
  

Responsibilities

Client Relationship Management:

• Implement TimeDoc software and services for new clients (FQHCs, primary care groups, multi-specialty practices).
• Own and manage a portfolio of mid-level and strategic software and service clients.
• Build and maintain high levels of client engagement, satisfaction, and buy-in with TimeDoc products.
• Define and execute a growth strategy for each client through expansion of programs and product offerings.
• Collaborate with internal teams to resolve client concerns promptly.
• Identify and manage client escalations and mitigate risks by developing proactive solutions to reduce churn.
  
  

Product And Service Expertise

• Gain a deep understanding of our products and services (CCM, RPM, BHI).
• Effectively communicate product features and benefits to clients.
• Ensure software clients are utilizing key product features to maximize program success.
  
  

Upsell Identification And Execution

• Proactively identify upsell opportunities based on clients needs and usage patterns.
• Collaborate with the sales team to develop and execute upsell strategies.
• Track and report on upsell results.
  
  

Requirements

• 2-4 years working in healthcare or a combination of healthcare SaaS or services implementation, client success, client experience, or account management role.
• Strong understanding of the healthcare sector, including its complex ecosystem, regulations, trends, and the ability to apply this knowledge to effectively support, up-sell and serve TD clients.
• Demonstrated, measurable success managing software and service accounts.
• Results and relationship-focused with the ability to influence others and help create change.
• Strong presentation and communication skills, creative writing skills, a plus.
• Process-focused approach with a desire to roll-up your sleeves and solve problems.
• A sincere interest in your clients, coworkers, and helping patients manage their health.
  
  

We Offer

• Competitive Compensation: Base salary with performance-based incentives.
• Comprehensive Benefits: Health, dental, vision, PTO, paid holidays, 401K, and more.
• A Collaborative, Inclusive Culture: A vibrant, positive community that values personal connection and professional growth, whether in-person or remote.
• Career Growth Opportunities: As we scale, we're committed to promoting from within. Your growth is important to us.
• Growth Mindset: Join a team driven by Grit, Results, and Openness. We encourage passion, perseverance, and transparency.
• Mission-Driven Work: Be part of a company that's improving healthcare outcomes and keeping patients healthier and out of the hospital.
  
  

Equal Opportunity

TimeDoc Health is an Equal Opportunity Employer and we are committed to providing a workplace free from discrimination and harassment. We embrace diversity and inclusion, welcoming applicants from all backgrounds.

If you're ready to make an impact, help drive change in healthcare, and build a career with a fast-growing company, apply now to join our team!