Director - Client Success - Value-Based Payment & Population Health Analytics

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.