Client Success Director - Healthcare Provider Market

Research shows that women and underrepresented groups only apply to jobs only if they think they meet 100% of the qualifications on a job description. IMO Health is committed to considering all candidates even if you don’t think you meet 100% of the qualifications listed. We look forward to receiving your application!

IMO Health is a clinical data intelligence business improving how data is used across the healthcare landscape. Combining rich, highly nuanced medical terminology, extensive domain knowledge, and artificial intelligence (AI), we expertly structure and operationalize clinical data to generate sharper insights and inform more intelligent decision-making.

This position follows a hybrid work model, with three days onsite (Tuesday through Thursday) at our Rosemont HQ, Chicago, or Houston office.

As a Client Success Director at IMO Health, you will be the key driver of success for our provider clients, which includes hospitals and healthcare systems. Your primary focus will be on building strong relationships, ensuring effective adoption and utilization of our terminology and data quality solutions, and providing strategic guidance as a trusted thought leader. 

By deeply understanding each client's business needs, you will help them achieve their goals, maximize the value of our solutions, and identify opportunities for growth. Your efforts will be essential in driving long-term client satisfaction, retention, and expansion.

IMPACT YOU’LL MAKE:

• You’ll ensure high levels of client satisfaction and loyalty, leading to increased retention and reduced churn. 
• You’ll drive the effective adoption and utilization of solutions to maximize client value and achieve measurable outcomes. 
• You’ll identify opportunities for upselling and cross-selling, contributing to revenue growth and expanding client relationships.

WHAT YOU’LL LEARN:

• You'll learn to deeply understand clients' business models and challenges, enabling you to deliver tailored solutions that drive long-term success. 
• You'll develop the ability to influence and guide both clients and internal teams toward achieving shared goals and driving solution adoption. 

WHAT YOU’LL DO:

• Maintain successful customer relationships by understanding client’s business models, challenges and how IMO Health products deliver value and improve outcomes.
• Intimately understand assigned client licensure vs. adoption (what’s been implemented) vs. utilization (organizational impact) and articulate client value to improvements in both categories.
• Participate in product training and be able to clearly articulate functionality, delivery and use cases for products in various markets.
• Increase customer loyalty, reduce churn, and maximize customer lifetime value, driving long-term success. 
• Ensure that customer feedback is systematically collected, analyzed, and addressed, maintaining high levels of customer satisfaction and engagement. 
• Act as the primary contact for resolving complex or critical customer issues, ensuring timely and effective solutions to maintaining strong relationships. 
• Identify opportunities to align with internal teams and management strategically to drive customer success initiatives and enable future growth.
• Use customer data and feedback to identify risks, opportunities, and trends, making informed, data-driven decisions to enhance customer outcomes. 
• Collaborate with sales, product, and marketing teams to ensure customers have a consistent and positive experience at all touchpoints. 
• Remain current with healthcare technology market insights to determine impact to current state and future growth.

WHAT YOU’LL NEED:

• Minimum of 7 years in client success, account management, or a related role, ideally within healthcare technology sectors. 
• Understanding of healthcare providers and/or healthcare operations, with the ability to navigate complex industry landscapes. 
• Demonstrated ability to serve as a strategic advisor, effectively guiding clients through intricate solutions and showcasing their value. 
• Exceptional verbal and written communication abilities, capable of conducting polished presentations and meetings with executive-level audiences, both remotely and in-person. 
• Highly flexible and self-motivated, with an entrepreneurial mindset that thrives in dynamic environments. 
• Strong analytical skills to assess and address customer challenges, offering effective and innovative solutions. 
• Proficient in Salesforce CRM and the MS Office Suite, with the ability to leverage these tools to drive client success. 

At IMO Health, we celebrate diversity and are committed to creating an inclusive environment for all employees. IMO Health is proud to be an equal opportunity workplace and is an affirmative action employer. 

IMO Health also provides visa sponsorship opportunities. Please don't hesitate to apply if you meet all the qualifications for this position and require visa sponsorship.