LaunchCapital · 11 hours ago
Senior Client Relationship Executive
Boston, MA
Full-time
Onsite
Mid, Senior Level
3+ years expLaunchCapital is a company focused on enhancing customer satisfaction through its portfolio companies. The Senior Client Relationship Executive will oversee customer service evolution, ensuring it remains a competitive advantage while championing the Client Experience agenda across the organization.
ConsumerInformation TechnologyMedical DevicePublishing
Responsibilities
Ensuring that the customer experience is represented in all parts of our business
Build and maintain organizational enthusiasm for the Client Experience
Monitor the client’s key performance indicators (KPI’s) drivers that are impacted/affected by the client’s experience. Such things as Retention of new customers, Attrition, Customer Satisfaction scores, Referrals, Client Complaints, etc
Build the client profile, identifying and engage key stake holders within the client organizations to potentially expand
Identify whitespace opportunities and make recommendations to the client and sales teams at the appropriate times
Engage with the implementation, sales and other members of the Architect team to identify measures of success with clients
Identify and utilize available data within the CarePort applications to measure client’s success and tell the client story
Serve as the leading voice of the customer and act as a client experience advocate in considering decisions that will impact the customer
Assess client risk and report out as appropriate
Service Aptitude potential is a major part of our hiring process
Ensure the company’s client experience cycles (customer touch points) and nonnegotiable standards
Serve as an escalation point for our customer success team and the client
The service training of new and existing employees
Delivery of service recovery to ensure the organization is at reduced risk
Creating an above-and-beyond culture and legacy
Using research, insight and business information to identify innovative initiatives and proposals that will elevate our customers’ experience
Obtain customer feedback on opportunities to improve the customer experience and success of their organization
Champion the customer through all our customer journeys, identifying their needs and expectations
Ensuring we monitor and focus on six components of the experience; physical, atmosphere, functional, technical, operational, and hospitality
Qualification
Required
3+ years' experience using EMR/EHR systems in an acute or post-acute setting, or equivalent experience in a customer-facing role with a healthcare technology provider
3+ years' experience managing process, workflows, or teams through data analysis
Experience driving change in clinical workflow, process, and operational tactics of a healthcare organization
Familiarity with population health concepts, case management, clinical coordination, and patient journey from acute care to post-acute care (SNF/home health)
Consultative and comfortable being the authority on various subjects
Excellent presentation skills; must be comfortable presenting in front of groups of all sizes
Strong organizational/project management skills
Excellent leadership, communication, negotiation, and relationship building skills
Team player with flexible, positive attitude
Position may require local and regional travel up to 50%
Preferred
Master's Degree in Healthcare or Related field
BSN-RN degree (preferred; other clinical specialties will be considered)
Experience in managing Value Based Care programs and/or alternative payment models in the acute care space
Experience having worked in the payer space and knowledge of payer care coordination programs
Company
LaunchCapital
LaunchCapital is focused on entrepreneurs at the seed stage.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase