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Client Success Manager

Company Overview:

Intelligent Retinal Imaging Systems (IRIS) was founded in 2011 with a vision to End Preventable Blindness and save sight for millions of people by identifying eye disease early through the development and deployment of innovative and comprehensive screening programs. The IRIS team has been described as one of the most capable healthcare IT think-tanks in the United States with a track record of developing breakthrough software solutions and practice management services that have already began to broadly impact the U.S. healthcare landscape. IRIS partners with forward-thinking providers and payers alike to improve quality outcomes, increase patient access, and reduce overall healthcare costs, creating a better healthcare system.

Position Summary:

IRIS is seeking a Client Success Manager to actively build long term meaningful client relationships while developing and understanding clients’ business needs and goals. This person will be responsible for helping assigned clients effectively engage with the IRIS platform while having the client’s best interest in mind and act as an advocate to ensure they are set up for success.  The Client Success Manager will be responsible for providing a high-quality, professional, and competent client experience, helping clients to define and deliver Solution goals to meet Quality, Financial, and Operational goals at a corporate, regional and local level. The Client Success Manager will troubleshoot problems, determine source, and advise clients on appropriate action.  All responsibilities are to be performed in accordance with IRIS core values, standards, policies, and procedures. 

The ultimate strategic goal of this role is sustainable profitability and growth by making our clients as productive as possible.

Essential Job Duties:

  • Manage and grow an assigned portfolio of existing clients ensuring overall client success and satisfaction by building strong, long-lasting client relationships.
  • Act as a client advocate, developing trusted advisor relationship with key accounts, client stakeholders, and executive sponsors.
  • Drive product usage and adoption by consulting and educating clients on evidence-based best practices, gathering data from client activities and using that data to move from reactive to proactive problem solving.
  • Ensure successful delivery of the IRIS solution and communicate status of initiatives to internal and external stakeholders proactively.
  • Collaborate and work cross-functionally with Sales, Implementation, Education and Support to ensure excellent Client experience.
  • Effectively, professionally, and empathetically address and provide solutions for challenging client situations.
  • Develop trusted advisor relationship with key accounts, client stakeholders, and executive sponsors and oversee client retention campaigns.
  • Learn and recognize triggers based on client behavior to protect and grow utilization and adoption of the IRIS platform and best practice methodology.
  • Analyze, prepare and deliver Business Reviews at key milestones in the client lifecycle including Quarterly Business Reviews, Executive Reviews, Operational Reviews, Reimbursement Reviews.
  • Provide feedback to the Product team and participate in technology product design discussions to create tools client-centric tools and resources.
  • Assist with challenging client requests and issue escalations as needed.
  • Train new Client Success Managers as requested by management. 
  • Ability to travel to client sites locally and nationally as well as to conferences and/or seminars as requested by management.  Travel up to 60%+ may include evenings and weekends. 
  • Other duties as assigned.

Preferred Skills:              

  • Experience in a Healthcare IT organization desirable
  • Proven work experience in Client Success or Account Management.
  • Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including Physician, Executive and C-level.
  • Track record in driving Utilization & Adoption strategies within the healthcare market
  • Proven ability to juggle multiple client accounts at a time, while maintaining sharp attention to detail.
  • Experience with a health insurance carrier or organization supporting Health Insurance desirable
  • Experience at a software product company or managing Healthcare IT engagements a plus
  • Exposure to clinical operations/management a plus
  • Consultative sales experience a plus

Minimum Qualifications:

  • Bachelor’s degree in Business, Marketing, Technology or related fields.
  • Minimum 3 – 5 years client facing experience, preferably executive-level
  • Excellent communication, both verbal and written, with strong interpersonal skills.
  • Excellent time management skills with the ability to prioritize job responsibilities.
  • A clear and impassioned client relationship management philosophy with the ability to demonstrate true client-centricity.
  • Proficient and creative in Excel, PowerPoint, Word, with the ability to analyze client and industry data and draw meaningful client information.
  • Ability to communicate technical information to nontechnical users. 
  • Highly coachable, career driven professional with ability to think fast, learn quickly, and be flexible to evolving business.
  • Ability to demonstrate effective influential leadership across all client types/stakeholders.
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