Job Description

OPPORTUNITY:

The GetWellNetwork Client Success Manager is an integral part of the Regional Client Success Team. Requiring a diverse skill set, the Client Success Manager has responsibility for growth, retention, adoption and outcomes within a defined pool of clients. Through their close partnership with health system decision makers and influencers, Client Success Managers advise on how GetWellNetwork can drive and support digital patient engagement and patient-centered care practices, ultimately strengthening and growing the GetWellNetwork relationship with client organizations.

This Client Success Manager will ideally be located in the Mid-America region. This role may eventually include up to 50% travel.

RESPONSIBILITIES:

• Be smart, accountable and fearless in the pursuit of client success.
• Excels on offense, continuously shifting and adapting to meet the ever-changing needs of the client.
• Serve as a key member of the Regional Client Success Team, which has primary responsibility for guiding the client strategy for cross continuum digital patient engagement.
• Assist Client Success Director, Value Management Leader and Account Executive in accelerating the growth plan and securing client renewals.
• Proactive in supporting activities that foster value-driven utilization of the GetWellNetwork cross continuum solution, leading to measurable outcomes.
• Develops trusted relationships with client key executive stakeholders, influencers and decision makers.
• Guides and validates progress against established goals, adapting strategies based on observed utilization trends.
• Maintains an up-to-date level of awareness of clients value-drivers, and deeply understands clients goals and objectives.
• Serve as one of the primary points of contact in our account model for the client, providing superior customer service to hospital executives, department leaders, and clinicians.
• Actively solicit staff and patient feedback; communicate results to appropriate representatives.
• With the Value Management Lead and Client Success Director, assist in the development and execution of strategic and clinical outcomes achievement plans for accounts.
• Advise clients on the roadmap for achieving success and outcomes with our cross-continuum digital patient engagement tools.
• Support key executive meetings to review the strategic plan on ROI.
• Collaborates with GetWell Training Center to support a strong initial and ongoing training program for clients.
• Monitors client satisfaction and achievement against established goals by facilitating regular project status meetings with appropriate hospital representatives.
• Responsible for scheduling, setting the agenda, and ensuring appropriate attendance at all client meetings. Identify and coordinate with all internal players and collate information from various GWN stakeholders in advance of client facing meetings.
• Support the value-driven utilization of GetWell solutions by conducting quarterly account review meetings pertaining to account roadmap; actively participate in hospital staff nursing and steering committee meetings promoting digital patient engagement.
• Regularly monitor system utilization; identify and address any “hot spot” areas of under-utilization; continuously work with staff to improve system value-driven utilization, as well as provide recommendations for improvement.
• Serve as an integral part of the team responsible for implementing contracted GetWell software and products to ensure timely recognition of revenue.
• Collaborate with the Professional Services Team and other GetWell stakeholders to develop strategy for implementing contracted features to drive outcomes for clients.
• Partner with Technical Advisory Services Organization and Support Team to oversee and ensure prompt resolution of operational and technical issues or complaints.
• Be knowledgeable and conversant about client’s current relationship with GetWellNetwork, document and maintain client information in Salesforce
• Other duties as assigned

REQUIREMENTS:

• Business focused with strong analytical and relational skills
• Previous sales experience preferred; able to identify opportunities to expand product portfolio across enterprise systems
• Previous experience managing hospital enterprise solutions
• Bachelor’s degree required, business, Nursing or public health background a plus
• Previous experience working within a hospital environment strongly preferred
• Experience in leading training with clinical staff
• Proven facilitation of diverse groups to drive towards established outcomes objectives
• Demonstrated change agent: ability to facilitate executive level dialogue, analytical expertise to derive meaning from data and utilize to develop client specific recommendations and build base of support around plan
• Excellent critical thinking skills
• Ability to travel approximately 50% of the time
• Must be able to meet all client specific requirements, including immunizations and screening
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

ABOUT YOU:

• Proven growth leader that delights in customer service
• Excels in a fast paced, team-based environment
• Having a “thick skin” in managing difficult situations, client complaints and serving the best interests of both the client and GetWell
• Demonstrated self-starter that is highly motivated while being an active participant of a larger team
• Ability to gain respect and influence diverse hospital audiences including senior leadership, nursing staff, technical employees, etc.
• Dynamic communicator, able to motivate and influence others through fact-based client and product understanding, combined with genuine passion for the product
• Customer service focused – we are each individually committed to our client experience.
• Desire to make a meaningful impact on patient’s lives
• Previous project management experience a plus
• Flexibility in schedule required, including working occasional weekends and evenings as required

ABOUT GETWELLNETWORK:

GetWellNetwork’s interactive solutions engage patients and families, empower clinicians and deliver outcomes that matter. The global digital health company has been helping to unite providers and patients as partners in the healthcare journey for 20 years. From inpatient to outpatient, our comprehensive cross-continuum platform bridges care settings to create a seamless experience for patients and their families.

With more than 300+ employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If you're passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you!

GetWellNetwork is an Equal Opportunity Employer.

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