DIrector, Client Success/Advisory

at Press Ganey Associates LLC in Chicago, Illinois, United States

Job Description

Company Description
Press Ganey, the leading Human Experience (HX) healthcare performance improvement company, offers an integrated suite of solutions that address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care. Press Ganey is a PG Forsta company.Job Description
Our Director of HX Client Success is a strategic and results-driven individual leading a team of HX Success Managers and Advisors to ensure our client's success, satisfaction and growth with our products and services. You will build deep relationships with your team as well as your key clients to ensure they are achieving their desired outcomes and goals. You will collaborate with leaders across PG to effectively mitigate client risk, ensure timely issue resolution, and mobilize internal teams to deliver exceptional client experiences and drive long-term client satisfaction and retention.
Duties and Responsibilities:
Leadership: Provide leadership and direction to the HX Success team, including hiring, training, mentoring, and performance management. Foster a positive and collaborative team environment focused on delivering exceptional customer service and achieving team goals.
Relationship Management: Ensure team is meeting regularly with clients to validate their needs are being met and key metrics are driving desired outcomes.
Client Engagement: Build strong relationships with key clients, serving as their additional point of contact and advocate within Press Ganey. Proactively engage with clients to understand their needs, address concerns, and identify opportunities to enhance their experience with our products or services.
Process Improvement: Continuously optimize client success processes and workflows to enhance efficiency and effectiveness. Implement best practices for client communication, issue escalation, and resolution.
Cross-functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure alignment on client needs and priorities. Provide feedback to internal teams based on client interactions to drive product enhancements and service improvements.
Renewal: Monitor client satisfaction and engagement levels to drive retention and identify opportunities for account growth. Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities for your portfolio of clients.
Expansion: instill a culture of collaboration and excitement to drive customer happiness; partner with Growth and team members to assist with discovery and contribute to account plans and strategies.
Manage day-to-day operations including forecasting supply and demand for HX Client Success Manager and Advisor services and monitoring quality of work. Facilitate synergy and efficient work of cross-functional teams. Day-to-day operational oversight of budgets, FTE forecasting and management, and expense tracking.Qualifications

Minimum of 8-12 years progressive healthcare leadership experience

Excellent interpersonal, communications, listening, and presentations skills, required.

Knowledge of consulting, strategic planning, execution of strategy, budgeting required.

Experience with analytics, marketing, business development and sales, preferred.

Ability to travel up to 35%.
Education:

Master's Degree preferred

Bachelor's Degree requiredAdditional Information
Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.
Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a... For full info follow application link.

Press Ganey Associates, Inc. is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.