Director of Customer Success

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.

Pay

Salary + Commission

Summary Description

We are looking for a Customer Success Director responsible for achieving revenue objectives and driving 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 proactive in seeking 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. 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 production 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.
• A proven track record of identifying new opportunities at existing client base.
• A high competency in communicating complex technical issues to both technical and non-technical audiences via email or phone.
• An action-oriented and organized self-starter who is good at multitasking, prioritizing effectively across a wide variety of tasks, and evaluating situational urgency.
• A strong customer empathy and ability to build strong, trusted relationships with technical customers, and dive deeply into their requests to understand their underlying needs.
• 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.
• An enjoyment of coordinating and collaborating with internal stakeholders to meet business goals.
• 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.
• Excellent written and verbal communication skills as well as excellent Microsoft office skills including Excel, Word, Power Point.

Company Benefits and Perks

• 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.