Director of Clinical Success

About Inspiren 

Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff.

Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes.

About the Role

The Director of Clinical Success will have direct oversight of the clinical success teams responsible for driving the adoption of Inspiren’s products within the client community.   This important Client Success leadership role will serve as a player/coach with direct oversight of a team of Clinician-Client Success Managers.  Success in this role will be measured by:

1. Adoption and utilization of Inspiren products 
2. Attainment of measurable outcomes and client validated ROI
3. Client satisfaction as measured by (NPS)
4. Growth and renewal as measured by Net Dollar Retention (NDR)
5. Employee engagement 

You will serve as a seasoned leader within the team, with a direct line-of-sight to all client related matters. You are a highly visible leader within the team, interfacing often with both the client end-users, and executive stakeholders. This role will collaborate closely with members of ancillary client-facing teams including Strategic Accounts, Sales, Implementation, Product, Client Support and Inspiren’s Executive Leadership Team to monitor and continually assess the performance against each client's strategic vision.   

Inspiren is a hyper-growth, early stage tech-enabled services company.  Thus developing scalable and repeatable best practices will be a key function of the role.  The Director of Clinical Success will continually work to improve all Inspiren client facing operations. Healthcare is a relationship driven business and our expectation is that the Director of Clinical Success promotes a client-centric culture. 

You will be traveling up to 50% of the time in support of client operations, growth efforts, and occasional internal meetings.  The Director of Clinical Success sits in the Commercial Organization at Inspiren and directly reports to the Head of Commercial.   

Responsibilities

• Serve as an important member of the Inspiren Clinical Success Leadership Team
• Maintains direct accountability for the success of Inspiren’s client community.
• Serve as a Player / Coach with direct oversight of a team of Clinical Success Managers.
• Define and support the professional development of each member of the team. 
• Develop strong relationships with key executives and decision makers at each Inspiren account at both the community and operator level.
• Develop, implement and maintain adherence to Clinical Success best practices.
• Serve as a primary point of escalation for most client matters.  The role will be empowered to act quickly and decisively with broad latitude and decision making capacity.
• Recruit, hire and train Clinical Success professionals for currently defined positions and emerging roles.   
• Guides, validates, and advocates progress against established goals, adapting approaches based on observed behavior and trends
• Develop, implement, and continually assess the achievement of the account strategy at each Inspiren client.
• Monitor and track the impact of Inspiren products across the client community:
• Establishes, monitors and reports on KPI achievement for the Clinical Success team.
• Works with the CSM team to establish the ROI plan with each client, and leverages internal resources to analyze, summarize and report on client outcomes.
• Obtains client validation of outcomes
• Develops and maintains a system for tracking and reporting outcomes using internal dashboards, reports, and communication channels to promote client outcomes and ROI
• Provide insights and guidance to the internal team that is assigned to the account.
• Constantly innovate to seek improvements in process and methods to drive success for the Inspiren client community.
• Provide superior customer service to Senior Living executives, senior leadership, department leaders, clinicians, residents and families. 
• Proactive approach to support activities that foster value-driven utilization of our Inspiren products, leading to measurable outcomes.
• Support the Return on Investment (ROI) framework for Inspiren products by participating in client facing meetings (EBRs,Committees, Etc) to support ownership of Inspiren products within the Senior Living communities 
• Regularly monitor product utilization. Identify and address any concerns area of under-utilization in real time; continuously work with the internal team and clients to improve system value-driven utilization, as well as provide recommendations for growth and improvement
• Be an expert on all Inspiren products.
• Be smart, accountable, and fearless in the pursuit of Client Success
• Excels under pressure, continuously shifting and adapting to meet the ever changing need of your partners
• Identifies opportunities for innovative product design and development and creates the path to beta test new products, features and capabilities.
• Travel 50% of your time; travel for on-site visits to support client facing activities such as client go-live events, monthly leadership meetings, QBRs, participation in sales activities, and occasional internal meetings
• Other duties as assigned

Qualifications

• Bachelor’s degree required, Masters preferred.
• Health Tech background preferred, preferably in a tech-enabled services firm.
• Clinical background as a Registered Nurse or Physical Therapist strongly preferred..
• Previous experience leading teams within a hyper-growth, VC  backed health tech company, preferably in the with particular emphasis on Business-Business (B2B) products servicing clinicians
• 5+  years of health care customer relationship management experience in Client Success, Project Management, Sales or Operations roles.
• Previous experience in defining best practices, building internal play books, implementing new processes, and maximizing use of internal tools.  
• Experience in guiding strategy in the C-suite with large enterprise clients and partners with proven ability to facilitate executive level dialogue.
• Previous project management of a tech-enabled services or SaaS product in a healthcare setting is a plus.
• Demonstrated experience in fostering the adoption of digital health tools.
• Growth focused with strong analytical and relational skills.
• Deep understanding of the entire client journey with particular emphasis on driving adoption, outcomes and ROI.
• Ability to promote and encourage cross collaboration among various internal teams.
• Demonstrated change agent with the ability to motivate teams.
• Uses analytical expertise to derive meaning from data to develop partner specific recommendations and build base of support around value on investment plans.
• Critical thinking and creative problem solving during challenging situations.
• Strong communication, collaborative, and organizational skills.
• Proactive problem solver, self motivated, takes accountability.
• Must be able to meet all partner specific requirements, including, but not limited to immunizations and screenings.
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI, PHI in accordance with organizational policy and federal, state, and local regulations

About you

• Nothing makes you more satisfied than the success of the team in serving their clients. 
• You are an influencer by nature, and have a proven track record of developing deep trusted relationships with your clients and your fellow team members.
• You are a natural leader, with demonstrated experience building and guiding growing teams.
• You are a proven leader who delights in customer service.
• You pay attention to detail while always having an eye on the long term / big picture.
• You excel in a fast paced, team oriented environment.
• You are adaptable to a variety of situations, many of which are new and uncharted but require strong leadership and creative problem solving skills.
• Understands how to assess risk and put effective plans in place to mitigate and recover.
• Is resilient in managing difficult situations, client concerns, and serving the best interests of both the partner and Inspiren.
• Demonstrated self-starter who is highly motivated while being an active participant of a larger team.
• Ability to gain respect and influence a diverse hospital audience including executives, senior leadership, nursing staff, technical employees, ancillary staff, etc. 
• Dynamic communicator, able to motivate and influence others through the fact based client and product understanding, combined with genuine passion for Inspiren’s products.
• Desire to make a meaningful impact on patient’s lives
• Willingness to travel up to 50% of your time 

Details

• The annual salary/OTE for this role is $180,000-$210,000 + equity + benefits (including medical, dental, and vision) 
• Flexible PTO
• Location: Remote, US
• Join our team and make a meaningful impact on patient care by enabling healthcare organizations to adopt and leverage AUGi to its full potential. Apply today to become a part of our customer success team!
• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.