Director of Client Success - Remote

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The Director of Client Success leads the ongoing development and management of the program that supports and enhances our ability to drive success to our clients. This Director is responsible for the management of existing quality and client success programs and for identifying new programs and initiatives in support of client success. The Director of Client Success to bring value to our clients, our employees, and Nordic. ultimately strengthening Nordic's relationship with our clients and our employees; and enhancing Nordic's brand in the industry. The Director will engage, collaborate, and lead across middle management to executive leaders across the global company.

The Director of Client Success has the following key responsibilities, which include but are not limited to:

• Leading the strategy and day-to-day operations of Nordic's Client Success Program across the global enterprise including the Quality function
• Driving Client Success outcomes including renewal rates, business expansion rates, and new business growth through quality delivery and reference-ability
• Defining and optimizing the client lifecycle with design of key feedback inputs from clients
• Assessing the key touchpoints across client journey to identify opportunities to improve client experience and success holistically from onboarding through delivery and long-term account management
• Leading a team by directing their responsibilities and work. Foster collaboration within team and across business departments. Providing timely feedback and promote and support their skill development and growth
• Inspiring client success culture across global enterprise through alignment with marketing, client partnerships, business lines, human resources, and finance
• Defining, tracking, and communicating results of key operational performance indicators across the global enterprise
• Managing relationships with third-party analyst firms to garner external insights on our organizational performance
• Recommending use of technology and tools to enable Client Success program initiatives
• Serving as the escalation point when unique situations arise on a Client Success programs and responsible for guiding the team down the right path while staying in alignment with the program's guiding principles
• Leveraging experience in working with clients and consultants to understand the Voice of the Client and Voice of the Consultant to inform the evolution of the Client Success program and initiatives
• Collaborating with cross-functional teams in developing and implementing the Client Success program as it relates to their responsibilities and engagements
• Utilizing relationships across Nordic to create buy-in and accelerate obtaining information and making decisions to effectively deliver the Client Success Program
• Evaluating performance of Client Success program initiatives and incorporating lessons learned into further development program as it scales across Nordic
• Developing communications and education materials to promote adoption of Client Success program initiatives for the key stakeholders of the process from Nordic senior leaders to consultants; Continually evaluate and evolve the training to meet the needs of the Program and the stakeholders including in-person, virtual or self-service options.
• Managing the roadmap and evolution of the Client Success Program website for the various stakeholders to access training and enablers to support them through a Quality Review
• Developing and executing the plan to expand the Client Success Program Initiatives to new teams and geographies, including collaborating with business and geography leaders to determine the right sequencing
• Working on projects that may be assigned on an ad hoc basis and assisting on other corporate initiatives

Skills and Experience

• Bachelor's degree or equivalent experience
• 10+ years of relevant work experience, strongly preferred in the healthcare industry
• 6+ years' experience in healthcare IT professional services or healthcare management consulting
• 4+ experience in client success or quality oversight functions preferred
• Client relationship management or sales experience preferred
• Demonstrated success establishing rapport quickly and collaborating effectively within an organization
• Proven ability to work effectively with a variety of levels across an organization with some executive-level work ideal, but not required
• Comfortable with and track record of making decisions that impact multiple divisions and the ability to decide when a division-specific aspect needs to be incorporated
• Experience with client relationships and business meetings
• Track record of developing and successfully executing on plans thereby generating demonstrable value to the organization
• Strong business acumen and understanding of business operations
• Ability to adapt quickly to changes in the work environment and to alter approach or method to successfully lead change; reacting well under pressure
• Strong attention to detail as well as ability to adapt and manage multiple priorities while meeting deadlines
• Excellent listener with outstanding communication and interpersonal skills who can effectively communicate to all levels of an organization, including senior leadership
• Ability to work with ambiguity and use data and organizational knowledge to develop a direction to move forward to achieve the goal(s)
• Must be able to work independently to strategize, create and or implement a concept or idea, as well as within a team environment
• Proficient with Microsoft Office products and other collaboration tools

Additional Details

• Remote position
• Travel up to 15% of the time