Note: The job is a remote job and is open to candidates in USA. Infinx is a dynamic and rapidly expanding company dedicated to providing innovative technology solutions and services tailored to healthcare providers. They are seeking a Customer Success Director responsible for achieving revenue objectives and managing key strategic enterprise accounts while ensuring a positive customer experience throughout their lifecycle.
Responsibilities
- Own the customer success experience relationship with customers at various stages of their lifecycle post-close, including onboarding, implementation, launch, post-launch, adoption, and expansion
- Manage the relationship with key, strategic, enterprise accounts
- Engage with Product and Engineering teams to incorporate and prioritize customer feedback and inform the roadmap
- Collaborate with operational leaders to maximize customer results and reduce client escalations
- Develop account plans for customers with customer-specific goals and be proactively seeking for upsell and cross sell opportunities
- Work in partnership with marketing to identify and amplify the narrative of customer success stories
- Own the onboarding project schedules, including requirements analysis and priority negotiation. Be able to ensure project performance using appropriate tools and resources and perform risk management to minimize project risk
- Manage cross-functional team meetings with customers and internal teams, with a high level of detail, effective communication, and analytical skills
- Work with technology partners to deliver integrations with specific EMR/EHR/RIS/LIS and other healthcare platforms
- Exhibit and explain the Infinx value to each client in a dollars and cents mentality over a productions and SLA adherence mentality
Skills
- 10+ years of work experience in a customer-facing and/or client services role that requires deep product knowledge
- Proven track record of identifying new opportunities at existing client base
- High competency in communicating complex technical issues to both technical and non-technical audiences via email or phone
- Action-oriented and organized self-starter who is good at multitasking, prioritizing effectively across a wide variety of tasks, and evaluating situational urgency
- Strong customer empathy and ability to build strong, trusted relationships with technical customers, diving deeply into their requests to understand their underlying needs
- Track record of structured, analytics-driven problem solving across the revenue cycle including work in at least 2 of the following: patient access, coding, AR recovery, denials management, charge capture, bad debt, or prior authorization
- Enjoy coordinating and collaborating with internal stakeholders to meet business goals
- Growth mindset - enjoys learning, comfortable with ambiguity, flexible in thinking, and excited to be a great teammate
- Strong interpersonal skills, particularly prior experience building trust in executive relationships, employing indirect influence cross-functionally, and a clear communication style
- Excellent written and verbal communication skills as well as excellent Microsoft Office skills including Excel, Word, PowerPoint
Benefits
- Access to a 401(k) Retirement Savings Plan.
- Comprehensive Medical, Dental, and Vision Coverage.
- Paid Time Off.
- Paid Holidays.
- Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.
Company Overview