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Director of Customer Success

Infinx

Role overview

Qualifications

  • 10+ years of work experience in a customer-facing and/or client services role
  • Proven track record of identifying new opportunities at existing client base
  • High competency in communicating complex technical issues to both technical and non-technical audiences
  • Strong interpersonal skills and excellent written and verbal communication skills

Responsibilities

  • Own the customer success experience relationship with customers post-close
  • Manage the relationship with key, strategic, enterprise accounts
  • Engage with Product and Engineering teams to prioritize customer feedback
  • Develop account plans for customers with customer-specific goals

Key facts

Hard skills

Customer Success Management Strategic Management Program Implementation Cross-Selling Customer Relationship Management Risk Management Analytics Praxis EMR (Electronic Medical Record System)

Other skills

  • Problem Solving
  • Communication
  • Microsoft Office
  • Growth Mindedness
  • Social Skills
  • Teamwork
  • Multitasking
  • Prioritization
  • Physical Flexibility

About the company

Infinx logo

Infinx

Digital Health & Health Tech

Infinx Healthcare provides innovative and scalable prior authorization and revenue cycle management solutions for healthcare providers, hospitals, imaging centers, and laboratories. Combining intelligent, cloud-based software driven by artificial intelligence and automation, with exception handling by our certified prior authorization and billing specialists, Infinx helps clients preserve and capture more revenue, enabling them to shift focus from burdensome administrative details to billable patient care.

Company details

IndustryDigital Health & Health Tech
Company size1001 - 5000

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Job description

About Our Company:
At Infinx, we are a dynamic and rapidly expanding company dedicated to providing innovative technology solutions and services tailored to our clients' needs. Our mission is to collaborate closely with healthcare providers, leveraging automation and intelligence to overcome revenue cycle challenges and enhance reimbursements for patient care. We work diligently to ensure that our clients receive their revenue on time, every time. Our clientele includes physician groups, hospitals, pharmacies, and dental groups.

We are in search of experienced associates and partners who exude confidence and possess expertise in areas aligned with our clients' requirements. We value individuals who are passionate about assisting others, adept at finding solutions to challenges, and committed to improving patient care while maximizing revenue. Inclusivity and diversity are at the core of our values, fostering a workplace where employees feel a sense of belonging, their contributions are valued, and diverse perspectives are celebrated. We believe in the power of human connection, with inclusion as the heart of our mission.

Location: Remote
Pay: Salary + Commission

Summary Description
We are looking for a Customer Success Director responsible for achieving revenue objectives and drive planning, implementation, delivery, and deployment of customer integration projects working with hospitals and healthcare practices across the country. This position will be responsible for managing key, strategic, enterprise accounts.

Job Responsibilities
  • Own the customer success experience relationship with customers at various stages of their lifecycle post-close, including onboarding, implementation, launch, post-launch, adoption, and expansion.
  • Manage the relationship with key, strategic, enterprise accounts.
  • Engage with Product and Engineering teams to incorporate and prioritize customer feedback and inform the roadmap.
  • Collaborate with operational leaders to maximize customer results and reduce client escalations.
  • Develop account plans for customers with customer-specific goals and be proactively seeking for upsell and cross sell opportunities.
  • Work in partnership with marketing to identify and amplify the narrative of customer success stories.
  • Own the onboarding project schedules, including requirements analysis and priority negotiation. Be able to ensure project performance using appropriate tools and resources and perform risk management to minimize project risk.
  • Manage cross-functional team meetings with customers and internal teams, with a high level of detail, effective communication, and analytical skills.
  • Work with technology partners to deliver integrations with specific EMR/EHR/RIS/LIS and other healthcare platforms.
  • Exhibit and explain the Infinx value to each client in a dollars and cents mentality over a productions and SLA adherence mentality.
Skills and Education
  • 10+ years of work experience in a customer-facing and/or client services role that requires deep product knowledge.
  • You have a proven track record of identifying new opportunities at existing client base.
  • You have a high competency in communicating complex technical issues to both technical and non-technical audiences via email or phone.
  • You're an action-oriented and organized self-starter who is good at multitasking, prioritizing effectively across a wide variety of tasks, and evaluating situational urgency.
  • You have strong customer empathy and build strong, trusted relationships with technical customers, and dive deeply into their requests to understand their underlying needs.
  • You have a track record of structured, analytics-driven problem solving across the revenue cycle including work in at least 2 of the following patient access, coding, AR recovery, denials management, charge capture bad debt or prior authorization.
  • You enjoy coordinating and collaborating with internal stakeholders to meet business goals.
  • You have a growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking and are excited to be a great teammate!
  • Strong interpersonal skills, particularly, prior experience building trust in executive relationships, employing indirect influence cross functionally, and a clear communication style.
  • You have excellent written and verbal communication skills as well as excellent Microsoft office skills including Excel, Word, Power Point.

Company Benefits and Perks:

Joining Infinx comes with an array of benefits, flexible work hours when possible, and a genuine sense of belonging to a dynamic and growing organization.
  • Access to a 401(k) Retirement Savings Plan.
  • Comprehensive Medical, Dental, and Vision Coverage.
  • Paid Time Off.
  • Paid Holidays.
  • Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.

If you are a dedicated and experienced Customer Success Director ready to contribute to our mission and be part of our diverse and inclusive community, we invite you to apply and join our team at Infinx.
 

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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