Director of Client Success

The Opportunity

Homecare Homebase is searching for a Director of Client Success who will drive best-in class-customer experience and satisfaction. This exciting opportunity will include ensuring the customer success during implementation and throughout the customer life cycle, providing our clients with needed support related to education, project management, incident and defect management, workflow questions, system settings and system configuration, and business-critical KPI measures. In addition to ensuring a positive customer experience and overall client success, it will be critical for this position to identify and execute on internal and external process improvements for the teams that the manager is supporting and also for the business. Homecare Homebase believes that customer service is embedded in our DNA. It facilitates an improvement in our brand through the promotion of tools and resources which achieves our mission of Empowering Exceptional Care.

The Challenge

At Homecare Homebase, we help home health and hospice organizations across the nation overcome the business and technological challenges that stand in the way of patient care and efficiency. As Director of Client Success, you will play an essential role in ensuring our customers' success and will be accountable for communicating and driving individual, team, and department goals that ultimately provide excellent customer service to HCHB's agencies and ensure their ROI in the product. In addition, this position will be responsible for developing internal relationships with various departments, vendors and clients that represent an excellent partnership and relationship on behalf of HCHB.

Overall you will be responsible for:

• Monitoring Key Performance Indicators for the customer base and also for the team
• Balancing employee productivity & quality assurance
• Managing Client Success team members and managers to ensure their effectiveness and professional growth
• Maintaining Standard Operating Procedures
• Identifying operational improvements in order to scale the team and department
• Client experience and satisfaction
• Communicating client experience with Client Services, Implementation, Product Management, and Technology

What We're Looking For

Homecare Homebase's mission is to empower exceptional care among all the clients we serve. The Director of Client Success supports this mission by providing careful observation and keen insight into the current status of the overall health of the customer base. This position will also engage strategically with Product Management, Product Support, Technology, Sales, and Implementation as needed to drive execution of customer and company goals.

We are looking for a talented, passionate individual who has at least 5 to 10 years' experience and can show us:

• A strong leadership track record within operations that has built teams, processes, and installed new technologies
• A track record of driving core values, mission, vision are embedded within the organization
• Talent for facilitating diverse groups and building a consensus, as well as preparing an organization for change and continuous improvement
• Proven success leading a large organization through change and data driven decisions
• The ability to map current and desired processes in detail, showing various process steps as well as mapping primary role functions
• The ability to interact effectively with multiple internal and external constituent groups
• Customer facing who has the ability to be an executive sponsor to enterprise accounts.

Other requirements:

• Education requirements: this career opportunity requires a bachelor's degree in business or a related field or an equivalent combination of some college and significant work experience. An MBA or master's degree is desired but not required.
• Citizenship: all HCHB require applicants to be US citizens or have a green card allowing them to work in the US without being subject to export control restrictions.
• As part of its continued efforts to maintain a safe workplace for employees, HCHB requires that a new hire in the Director of Client Success job who receive a written offer of employment on or after February 1, 2022 be fully vaccinated (as defined by the CDC) against the coronavirus by the first day of employment as a condition of employment, to the extent permitted by applicable law, unless a reasonable accommodation has been granted in accordance with applicable legal requirements.

What You Can Expect from Us

At Homecare Homebase, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career.

Our Team Members Also Enjoy

Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff.

A CEO who cares. CEO Scott Decker has continued the mission to create a culture that cares- one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.

Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers a range of career opportunities to fit life's unique demands.

A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.

About Homecare Homebase

Founded in 1999, Homecare Homebase is dedicated to helping our clients overcome business and technological challenges that stand in the way of clinical outcomes and operational efficiency. We work with home health and hospice organizations to tackle problems big and small. Our services are rooted in systems thinking and reach across the entire organization - from Intake to Discharge - to achieve transformative results.

Sound like a good fit? Please take a moment to apply for this position.