About Vynca

About the role

Client Success Manager/Director

Vynca is a fast-paced, fun entrepreneurial environment incredibly passionate about transforming end-of-life care. We are actively seeking a Client Success Manager/Director that shares the same passion and vision for creating disruptive solutions in health care. In your role as a Client Success Manager/Director, you’ll be a trusted adviser for our clients. You will be a coach, analyst, strategic adviser, project manager, and product expert, and continually focused on helping our clients improve the benefits they reap from Vynca products and platforms.

Responsibilities

  • Own a strategic portfolio of Vynca clients, which will include health systems, health plans, skilled nursing facilities, ACOs, and state health authorities
  • Build and maintain productive relationships with key stakeholders at all levels, including Clinical and Health Administration VP/SVP/C-Suite execs, IT leadership and consultants
  • Collaborate with sales to manage and grow business within the client portfolio
  • Convert ‘model’ clients into Vynca advocates, leveraging their success for references, case studies, blogs, etc.
  • Manage the renewal process for clients
  • Manage metrics for success and ROI based on each client’s goals and review progress on a regular basis
  • Drive client success in tangible metrics such as improved patient/member health outcomes, financial benefits and product expansion
  • Ensure clients and their users are utilizing key product features to maximize success
  • Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn
  • Advocate for critical client needs, collaborating with Vynca internal teams for product or service updates as needed
  • Maintain high levels of client engagement, satisfaction and loyalty, as measured by high NPS scores
  • Develop and implement client satisfaction measurement program and metrics
  • Maintain expertise on Vynca’s product suite
  • Drive and participate in special events held for or hosted by clients

Qualifications

  • 5+ years of experience working as a CSM/Director at a digital health, health care, wellness, benefits or SaaS company
  • 10+ years of account management experience
  • Experience working with enterprise accounts (with ASP in $100k+ range)
  • Experience working closely with C-suite, SVP-level executives, clinicians, and IT stakeholders
  • Demonstrated measurable success running client renewal and expansion campaigns
  • Strong presentation and storytelling skills, which will be evaluated during the recruiting process
  • Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style
  • A sincere interest in your clients and co-workers
  • The flexibility and agility to work cross-functionally in a fast-paced environment
  • A strong results-focus, with a passion for finding smarter, better ways to achieve goals
  • The ability to influence change and bring enthusiasm and excitement to the workplace
  • A process-focused approach, with strong problem-solving skills and keen attention to detail
  • The ability to travel up to 30% as needed