Director Client Engagement

What You'll Do

• Own the relationship with client executives for a specific set of clients
• During implementation - in partnership with the Delivery team - and after first-user go-live, build and expand relationships with C-suite executive decision makers and influencers as the client moves from the sales process to the delivery and on-going relationship phases of their client journey.
• Lead the client relationship once operating champions have gone live on the platform. The Director represents Laudio to the client, and is responsible for coordinating all Laudio client interactions. The Director develops valuable content for every client interaction. The Director ensures that a broad representation of client leaders (including but not limited to client CHRO and CNO) knows about Laudio and understands how the platform contributes to system strategic priorities. The Director works with Laudio Insights to bring new findings to senior client leaders.
• The Director leads regular Enterprise Partnership Reviews (EPRs) with client leaders. EPRs may be virtual or on-site. It is optimal if one on-site executive visit is arranged annually for each strategic client. The Director determines the agenda for these client meetings, assembles appropriate Laudio attendees and content, and ensures EPRs drive value for client leaders.
• The Director closely oversees and monitors measures of value promised during the Sales and Implementation processes and coordinates the delivery of reports that convey Laudio impact. The Director works closely with client leaders as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase.
• Coincides and oversees the logistics associated with client reference calls with prospects, as requested by Sales.
• Strategic account planning
• Act as a consultative partner to clients by deeply understanding their operational and strategic needs. Align internal resources address key workforce challenges.
• The Director develops a client scorecard and strategic account plan. The plan will document the client’s goals and how Laudio can best meet them, evolving as the relationship between Laudio and the client matures. The plan also includes a Field of Play that identifies and guides relationship development among key client c-suite leaders.
• Establishes a set of processes and areas of focus to meet strategic goals, leveraging Laudio standard playbooks.
• Establishes the rhythm of topics for EPRs, e.g. applicable Laudio Insights research, a turnover analysis at the 12 month mark or Employee Engagement analysis to support their engagement outcome goals.
• Takes a forward-thinking mindset of how to build, refine and improve each customer’s journey.
• Evaluates and communicates to the EVP of Client Engagement & Delivery and to Laudio leadership the status of the client’s health and any roadblocks that need to be addresses.
• Buyer delight and customer voice
• The Director ensures the client’s voice is captured, documented, and shared with Laudio’s Product team, and that appropriate follow ups occur.
• Fields, prioritizes, and communicates new development suggestions and market insight to Laudio’s Product, Marketing, and Sales teams.
• Attends Product, Marketing, and Sales meetings as needed to communicate and advocate for client needs
• Ensures key customer contacts complete Laudio’s annual Buyer Engagement survey
• The Director constantly looks for new opportunities for Laudio functionality across their client base and conveys market needs and trends quarterly to Product and other Laudio leaders.
• User delight and utilization
• The Director works with the Laudio Client Engagement Manager(s) to:
• Ensure users are properly on-boarded/trained, nurtured, and informed throughout the client journey
• Proactively intervene to improve adoption, supported by tools such as adoption ladders
• Partners with clients to develop and deploy intervention techniques in to build Laudio utilization and value and overcome any roadblocks hindering client goals
• Appropriately escalates product issues internally as required and communicates timing and resolution of issues to clients clearly and professionally
• Revenue and Account Management
• Lead commercial efforts across assigned accounts, including contract renewals, and pricing negotiations. Collaborate with legal and finance to ensure timely and accurate execution of agreements, all while meeting revenue growth targets.
• Identifies upsell opportunities and cultivates relationships to maximize those commercial opportunities
• Achieving key metrics
• Client contract renewal, increasing NPS and utilization, EPR execution, strategies in place to move users up adoption ladders, demonstration of ROI, and client expansion

  What You'll Need

  • Bachelor’s degree required. Master’s in a related field (e.g. MBA or MPH) preferred
  • 7+ years in a Client Engagement Manager or a Project Manager in a client-facing capacity, ideally with experience managing enterprise accounts, including contract renewals, and triaging support/product enhancement feedback
  • 5+ years in healthcare serving hospitals / medical centers / health systems ideally in the U.S.
  • Ability to travel up to 25% to hospital client sites, conferences and team meetings
  • Demonstrated skills include:
  • Client Relationship Management:
  • Building and maintaining strong, long-term client relationships.
  • Acting as a trusted advisor to clients, understanding their needs and goals.
  • Ensuring client satisfaction and fostering client loyalty.
  • Strategic Planning:
  • Developing and executing strategic account plans.
  • Alligning client goals with the company's offerings and capabilities.
  • Proactively identifying opportunities for client growth and engagement.
  • Project Management:
  • Managing multiple client projects simultaneously.
  • Coordinating with internal teams to ensure timely delivery of services.
  • Monitoring project progress and addressing any issues promptly.
  • Communication:
  • Effectively communicating with C-suite executives and other key stakeholders.
  • Articulating complex concepts in a clear and concise manner.
  • Facilitating productive meetings and discussions.
  • Problem-Solving:
  • Quickly identifying and resolving client issues.
  • Developing innovative solutions to meet client needs.
  • Proactively addressing potential roadblocks.
  • Data-Driven Decision Making:
  • Utilizing data to inform client strategies and decisions.
  • Analyzing metrics to measure client engagement and satisfaction.
  • Leveraging insights to drive continuous improvement.
  • Leadership and Team Collaboration:
  • Leading cross-functional teams to achieve client objectives.
  • Collaborating effectively with internal departments such as Product, Marketing, and Sales.
  • Mentoring and guiding junior team members.
  • Process Improvement:
  • Continuously refining client engagement processes.
  • Implementing best practices to enhance the client experience.
  • Advocating for client needs within the organization.
  • Self-driven and proactive while working in a remote environment

  Benefits

  • Flexible and generous paid time off
  • Competitive medical, dental, vision and life insurance
  • 401(k) employer matching program
  • Parental leave
  • Wellness resources
  • Charitable matching program
  • On-site workout facilities (Leawood, Gilbert, Burlington)
  • Community outreach groups
  • Tuition reimbursement

  Fostering A Sense of Belonging

  • Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic.