Account Director (West Territory)

How you’ll make an impact:
As an Account Director (AD) on our Client Success team, you will lead a team of Client Success Managers (CSMs) who guide clients on their journey to continuously increase the value they receive from Strata’s products and services within your territory.  The AD will develop relationships with the executive teams and own the delivery of Strata’s world-class client experience across the strategic health systems in your territory as well as support and coach your team of CSMs to do the same with their non-strategic accounts. In this role, an Account Director will embody and execute in the following areas:

Leadership

• Lead a team of Client Success Managers (CSMs) across a portfolio of accounts, providing coaching and guidance for growth and career development
• Provide coaching to other cross-functional team members engaged with client strategy or CSM process improvement
• Drive accountability and provide oversight on key objectives and targets across your team of CSMs and your portfolio of accounts
• Adapt communication tone, language and style to audience (i.e. exec vs. operational leaders). Independently and confidently lead conversations at the Executive level

Account Strategy & Planning

• Develop and drive strategic client partnerships. Coach CSMs to develop their skills and knowledge in this arena
• Identify strategic business opportunities and outline a tactical plan to deliver results
• Collaborate with Client Success & Business Development team to develop account plans
• Collaborate with multiple internal stakeholders to develop an optimization plan.
• Develop, communicate, and manage a client ‘Road Map’

Product & Utilization

• Accountable for monitoring and guiding improvements in product/service utilization
• Facilitate current state analysis through Best-In Class scorecards
• Measure and drive improvement in System Adoption & Democratization

Engagement

• Communicate and drives participation in Strata hosted industry events
• Communicate and engages in Strata programs and processes including satisfaction surveys, webinars, user groups and other activities.

Business Development

• Own client renewals to ensure clients and ARR are retained
• Collaborate with Strata’s Business Development Directors to identify leads
• Assist with clearing obstacles as part of the sales process

Client Experience

• Monitor account health metrics and pro-actively drive experience improvements
• Own and resolve client escalations; playing a leadership role to hold internal/external stakeholders accountable through to resolution in collaboration with services and product teams
• Manage client expectations with consistent follow-up. Lead difficult conversations with transparency and empathy that help improve client relationships long term

Operations:

• Collaborate with other Account Directors on continually developing the Strata Client Success programs and processes.

 What we’re looking for:

• 10+ years of experience in healthcare (provider, payor, healthcare IT)
• 5+ years of experience in project/account management roles
• Strong communication and conflict resolution skills. Including experience developing content and presenting to executive level stakeholders
• Ability to lead & motivate cross-functional teams to solve complex problems
• Passion for data, analytics, and technology
• Experience working with Software as a Service (SaaS) solutions and data visualization tools
• Technology experience within Salesforce, Microsoft Excel/PPT/Word preferred