Client Success Director, CareRev
$101.5-183.1k
On-demand healthcare staffing platform
Job no longer available
On-demand healthcare staffing platform
501-1000 employees
Job no longer available
$101.5-183.1k
501-1000 employees
Company mission
To prepare the healthcare industry for the future of work by connecting experienced healthcare professionals with healthcare providers.
Role
Who you are
- Bachelor’s degree or equivalent professional experience
- 8+ years in relationship management roles within healthcare (consulting, account management, etc.)
- Experience in covering enterprise SaaS products and supporting corporate customers
- Proven track record generating trust among healthcare executives, clinical leadership and staffing team management
- Proven success in developing relationships with C-level executives in key verticals
- Proven success in growing business in existing accounts; upselling, cross-selling
- Customer Relationship Management (CRM) required (Salesforce preferred)
- Ability to travel 30% of the time to hospital facilities
- Prolonged periods of sitting and/or standing at a desk
- Prolonged periods of working on a computer
- Repeating motions that may include the wrists, hands and/or fingers
- Ability to lift up to 15 pounds of work equipment
- Ability to set up home office to include desk and chair
What the job involves
- Continue to develop and execute the Value Realization Plans (VRP) that align with assigned clients objectives
- Clearly understand client strategic goals and continually adjust account strategy to help client attain goals - create, own and execute Client Success Plans (CSP)
- Foster and nurture executive-level relationships with assigned strategic, key and/or essential accounts, ensuring their needs are met and expectations exceeded
- Regularly review client feedback, ensure concerns are addressed promptly, and uncover optimization and expansion opportunities based on client needs
- Build and foster interdepartmental relationships to support a Client-Centric POD
- Work closely with all Client Enablement Leaders, within the POD, to provide seamless client experiences:
- Service Delivery Manager to support all service delivery functions, internal POD metrics, processes and workflows within the POD
- Client Experience Lead to support resolution of client requests, product adoption and client relationships at the facility operator level
- WorkForce Consultant to support clinical relationships, professional feedback, facility best practices, industry solutioning and product enhancements
- Professional Funnel Lead to support professional pool and client demands
- Professional Services to support recruiting, professional experiences and client experiences
- Partner with Marketing to help facilitate client engagement for white papers, case studies, webinars, conferences, podcasts, etc
- Partner with Sales to drive growth, expansion, and/or new business
- Monitor the effectiveness of CareRev's solutions integrations and continue to identify areas of opportunities
- Continue to educate clients on new features, services, and industry best practices, positioning yourself as a trusted advisor
- Offer and organize on-going training sessions and support as defined by the service organization to increase technology adoption rates among clients
- Develop regular cadence with clients for CareRev Product updates and road map
- Conduct Quarterly Business Reviews (QBRs) with senior executives from both organizations
- Collaborate with clients to set mutual goals, track progress, and ensure that CareRev's solutions align with their strategic objectives
- Provide monthly progress reports and analysis to help clients move toward optimization and growth
- Leverage Business Intelligence data to identify areas of improvement and optimization
- Continuously review and collaborate on internal processes to ensure operational efficiency
- Support streamlining the client onboarding process with clear documentation, communication, training, and engaging the appropriate support channels
- Maintain an open channel for client feedback, prioritize based on impact, and ensure that a significant percentage of feedback is implemented or addressed
- Partner with the Product Development team, Technical Delivery Lead and WorkForce Consulting Lead to drive enhancements based on client needs
- Escalate client risks and potential utilization changes to GTM Ops team and ELT for company wide awareness and enable swift response
- Track year-over-year growth by account and ensure that revenue, margin and technology integration targets are met or exceeded
- Negotiate and renew contracts to secure continued client commitments
- Negotiate contract amendments
- Utilize Market Rate data to guide rate negotiation discussions with clients
- Support the management of operational costs to stay at or below budgeted amounts
- Utilize internally captured research data to drive future revenue within your accounts and provide value-added thought-leadership communications as a trusted advisor to your clients
- Stay abreast of healthcare trends, regulations, and challenges to position yourself and CareRev as a thought leader in the industry
- Engage in regular networking events, conferences, and introductions within client organizations to expand CareRev's influence and web of contacts
- Build trusting relationships with all client executives and decision-makers who influence shared success in order to ensure client continuity and broader organizational alignment
- Communicate progress weekly on owned initiatives, provide recommendations to manage peak workloads, and ensure that all client engagements uphold CareRev's reputation in the healthcare industry
- Regularly update and review Account/Client Success Plans with executives sponsors and POD leaders to ensure alignment and progress
- Partner with the leadership team to interpret client feedback, set strategy, drive product development, and balance portfolio to best support existing customers, potential customers, and growth initiatives
- Continued growth of the VRP
- Client Success Plan
- Net Revenue achieved per account/book of business
- QBRs
- Weekly, bi-weekly, monthly status reports
- NPScore
- SF transactions
- Forecasting - by account, by specialty
Our take
CareRev enables hospitals and other care facilities to access a pool of healthcare staff. The platform allows clients to post shifts to its internal resource pool, which can then be broadcasted to CareRev’s very own pool of professionals.
Staff can choose to take on shifts that suit their needs and schedule via an app on their phone, eliminating the need for a traditional agency. Unlike other healthcare labor marketplace platforms, CareRev offers health systems the technology to create their own hybrid marketplaces in which internal employees are given the option to claim shifts before they’re broadcasted externally.
As with any marketplace business, the ongoing challenge for CareRev will be balancing fluctuating healthcare demand with high-quality staff. Its had success so far though, and has bolstered its appeal with its AI-powered "Smart Rates" product, that helps users fill positions even more effectively than before.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2021
$50m
SERIES A
Aug 2016
$1.3m
SEED
Total funding: $51.5m
Company benefits
- Medical, dental and vision insurance
- Short-term disability
- Basic life insurance
- Paid parental leave
- Unlimited PTO + 10 paid company holidays
- 401k plans with company matching
- Competitive stock options
- Flexibility to work from anywhere in the US
- Office equipment stipend
- Learning reimbursement program
Company HQ
Culver - West, Culver City, CA
Leadership
William Patterson
(Founder & CEO)Studied Nursing at Duke University before working as an RN at the University of New Mexico, Cottage Health, Zuckerberg Hospital, and Scripps Health for 4 years. They founded CareRev in 2015.
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