Thank you for considering a career at Ensemble Health Partners!
Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.
Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference
The Opportunity:
IT Client Relationship Management is an enterprise shared service dedicated to onboarding and maintaining positive client relationships. The IT Client Relationship Management Team is focused on building rapport, bridging gaps in workflow processes, and identifying opportunities to enrich our partnership between Ensemble and our Client IT teams. This liaison will be a core component in achieving mutual goals to support healthcare technology and revenue cycle initiatives. The Director of IT Client Relationship Management is key to driving success for our internal stakeholders and client partners. This role will manage a team of IT Client Relationship Managers and report to the VP, Technology Implementation and Integration.
- Identify and quantify the key factors for customer success.
- Communicate them effectively to drive the data integration and product implementation and other IT needs
- Contribute in creating a successful IT client road map and developing messaging that supports collaboration.
- Gather customer feedback through surveys, interviews, and focus groups in order to keep the customer base satisfied.
- Influence lifetime value along the customer journey through data and product adoption and overall customer satisfaction Increase client satisfaction by supporting Client Delivery and Product/Vendor Implementation by streamlining the process.
- Support new business growth through customer evangelism and references
- Own the IT needs the entire customer life cycle from post go-live stabilization throughout the duration contract.
- Map the customer journey with listening points (e.g., usage, satisfaction, etc.) and standardize interventions at each step respecting the different customer segments.
- Continuously identify opportunities for improvement and apply best practices.
- Own, manage and optimize all Customer Success activities (i.e. system maintenance, customer support, business reviews, case studies; as well as renewals, up-sells, and evangelism).
- Continuously enhance processes through new technology and approaches with the mindset of building the most effective and efficient Customer Success organization in the healthcare SaaS market.
- Define operational metrics for the team as well as individual contributors and establish a tracking system.
- Create regular cadence to review metrics within the team.
- Expose and present appropriate highlight of metrics to the leadership team
- Build a roadmap for how to strategically recruit and quickly onboard new Client Relationship team members.
- Build career and development plans for team members in order to engage, retain and grow the Customer Success organization.
- Create company-wide culture of Customer Success.
- Align with leadership around (1) marketing to existing clients and ideal customer profile, (2) up-sells and selling with a retention focus, and (3) measurement and budgeting. Align with Product & Engineering around driving product roadmap and having a continuous customer feedback loop.
- Define and agree with the executive team about key metrics and objectives.
Preferred Knowledge, Skills and Abilities
- Passionate about operating in spaces where healthcare, technology and innovation intersect.
- Combined background of enterprise client management, account management, product, customer service, and sales experience.
- Ability to communicate with client senior executives about IT strategy, goals, results, and more based off a rapidly evolving strategy.
- Strong ability to inspire and coach as a leader with a proven track record of hiring, managing, and leading high-performance teams – both small and large teams.
- Strong empathy for customers and passion for revenue and scalable processes.
- Deep understanding of value drivers in recurring revenue business models. • Excellent executive communication skills including the ability to summarize, present and prioritize Customer Success initiatives.
- Experience building a customer success process machine for customer success and applying optimization tests along the various stages of the customer life cycle.
- Experience with quantitative and qualitative customer success research methodologies.
- Strong understanding of budgets, business planning, and metrics tracking. • Proficiency with statistics and an ability to understand statistical significance as it applies to tests.
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Join an award-winning company
Three-time winner of “Best in KLAS” 2020-2022
2022 Top Workplaces Healthcare Industry Award
2022 Top Workplaces USA Award
2022 Top Workplaces Culture Excellence Awards
Innovation
Work-Life Flexibility
Leadership
Purpose + Values
Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:
- Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.
Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.
Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.
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