Client Success Executive

Company Description

Utilizing our highly advanced software platform, some of the largest health systems in the world are leveraging BlockIt to restore the connection between the provider and the patient. We are helping patients find the care they need by removing the barriers to be cared for and reducing the administrative and technology distractions. The BlockIt solution is focused on patient scheduling and closed loop referral management. 

Our mission is patient-centric. The patient journey as it must be…seamless and simple to navigate for patients, patient advocates, community members, and healthcare providers.

Job Description

We are seeking an energetic and self-motivated Client Success Executive to join our dynamic team. In this role, you will cultivate trusted partnerships with client stakeholders, empowering them to enhance the healthcare experience for their patients. You will directly influence revenue retention, customer satisfaction, and overall company success. Your responsibilities will include close collaboration with clients to analyze, report on, and optimize their business using the full potential of our product.

As the primary point of contact, you'll nurture stakeholder relationships and strategically plan the partnership between blockit and client goals. We are in search of individuals passionate about our mission, committed to driving both client success and the overall success of the blockit team. The ideal candidate possesses significant experience with medium and large health systems, coupled with a problem-solving mindset, creative flair, healthcare knowledge, and the ability to effectively manage multiple priorities across our client base. 

Join us in transforming healthcare technology and make a significant impact on the industry. Be a key player in our journey to deliver innovative solutions that enhance the blockit platform and improve the healthcare experience for all.

Primary Responsibilities:

• Establish yourself as the foremost relationship owner and trusted advisor for your clients, fostering a profound understanding of their goals and objectives. Act as a vocal advocate for our clients, ensuring their perspectives are heard by key stakeholders. 
• Identify and prioritize enhancement opportunities that enhance the overall client experience and optimize their utilization of the blockit platform. Your dedication to elevating client success will be instrumental in driving continuous improvement and innovation.
• Cultivate enduring client partnerships by serving as the primary escalation point and guiding the path to swift resolution. Proactively anticipate questions, provide insightful answers, and consistently champion the voice, interests, and feedback of our valued customers within the blockit ecosystem.
• Take full ownership of the client relationship, skillfully de-escalating concerns whenever possible. Your commitment to client satisfaction is paramount, ensuring a seamless and positive experience throughout every interaction.
• Cultivate expertise in blockit products, seamlessly supporting and guiding our clients through any issues or inquiries. Effectively articulate blockit's distinctive value proposition, showcasing how it uniquely addresses their needs and challenges.
• Play a pivotal role in presenting the substantial benefits and value that Blockit delivers to your clients' organizations. This involves active engagement through regular meetings, onsite interactions, and comprehensive quarterly business reviews. Your ability to convey the impactful advantages of blockit will reinforce client satisfaction and foster lasting partnerships.
• Proactively explore avenues for ongoing enhancement of overall client satisfaction while actively expanding our network of customer referral sources.
• Take ownership of the design and implementation of retention and growth strategies, collaborating closely with internal leadership. Your role encompasses the responsibility for ensuring profitable retention, driving growth, spearheading strategic initiatives, fostering relationship development, and upholding service excellence.
• Utilize data-driven solutions to draw meaningful insights, connecting results to clients' key priorities and objectives. Maintain a comprehensive perspective of the entire client journey, adeptly summarizing prevailing themes, trends, and strategic responses for the benefit of leaders and stakeholders.
• Contribute to the monitoring and tracking of all client Service Level Agreements (SLAs), enabling the timely reporting of potential risks to leadership. Your commitment to precision and strategic foresight will play a pivotal role in sustaining and advancing client relationships.
• Proactively assess performance metrics through collaboration with Client Support Teams, ensuring adherence to client expectations and Service Level Agreements (SLAs). Forge close partnerships with internal Operations team members to seamlessly address day-to-day client service needs and promptly resolve any arising issues.
• Demonstrate a robust capacity to work cross-functionally within the organization, collaborating with teams in implementation, delivery, and sales. Your adeptness in executing client goals and priorities, coupled with the ability to navigate through ambiguity and rapid changes, underscores your commitment to achieving client success.

Qualifications

Skills and Abilities:

• Exceed customer expectations with an unwavering commitment to customer delivery, demonstrating innovative thinking to enhance client experiences.
• Possess exceptional skills in building and managing client relationships, establishing strong rapport with clients.
• Utilize strong analytical capabilities to analyze and interpret data, supporting client strategy and ongoing initiatives effectively.
• Display persuasive communication skills, adept at articulating compelling stories and managing challenging conversations.
• Demonstrate a proven ability to cultivate strong working relationships, internally and externally, fostering collaboration and a positive working environment.
• Collaborate seamlessly with internal business partners to meet client needs, ensuring the fulfillment of client Service Level Agreements (SLAs).
• Possess exceptional organizational skills, enabling the effective prioritization of multiple projects, activities, and deadlines.
• Be open to travel, with the ability to accommodate up to 20% of travel requirements.

Education and Experience: 

• Bachelor’s degree in Healthcare Administration or related work experience 
• 2-4 years experience in client success, client engagement or account management position or related field required
• Experience working in a SaaS, healthcare technology/IT, or healthcare B2B environment highly preferred 
• Experience working at a consulting firm, healthcare provider or digital health partner is desirable 
• Experience working in a startup environment is desirable 

Additional Information

BlockIt Culture and Success:

• Collaborative team players with strong critical thinking and problem-solving skills
• Leadership presence with an ability to engage and influence key stakeholders across the organization and make an impact 
• Thought leaders that cultivate a culture of out-of-the-box thinking and innovation
• Self-driven and motivated with a desire to succeed in a fast-paced, changing environment
• Team collaboration is encouraged to build strong meaningful relationships, while freely exchanging thoughts and ideas
• High emotional IQ with an ability to stay calm under pressure
• Keep a learning mindset, while recognizing failures and celebrating successes
• Possess solid data and insights-driven business acumen 

What We Offer:

• Experience in Shaping and Delivering a Leading Edge Healthcare Technology
• Competitive Compensation Package
• Health and Wellness Group Benefits Plan
• 401K and Matching
• Very Progressive PTO policy
• Cultural Focus on Work-life balance
• Vacation Expense Reimbursement 
• Hybrid and Remote based roles 
• Access to role-based professional development/training opportunities

All information will be kept confidential according to EEO guidelines.