Director, Client Success at Continuum Performance Systems, Inc. in Guilford, Connecticut

Job Description:

The Director of Client Success is responsible for leading and developing a high-performing team of Strategic Account Managers in the Healthcare Software industry. This role is critical in fostering strong, strategic partnerships with our clients by ensuring exceptional customer service and satisfaction. The ideal candidate possesses a strong leadership background, a deep understanding of customer relationship management, and a proven ability to drive process improvement. In addition, the candidate will bring their past experiences to drive a common, repeatable business model for Account Management that includes daily, weekly, monthly activities that are tracked and measured against standards and norms. 

Key Responsibilities:

Team Leadership and Development:

• Manage a team of a high-performing Strategic Account Managers.


• Establish clear performance expectations, goals, and objectives for the team.


• Work with Strategic Account Managers to develop and execute account plans that align with both ours and the client’s overall business objectives.


• Provide ongoing coaching, mentoring, and training to team members.

Strategy and Execution:

• Develop and implement comprehensive client success strategies aligned with company goals.


• Create and maintain standardized processes and procedures for the Strategic Account Management team to use to ensure consistency across client portfolios.


• Ensure adherence to established protocols and deliverables.


• Identify opportunities to enhance client satisfaction and loyalty.


• Bring experience and past successes to the MHK team and implement proven strategies.


• Implement and analyze client satisfaction surveys to identify areas for improvement.

Performance Management

• Establish key performance indicators (KPIs) and metrics for the Strategic Account Management team. 


• Develop ‘Objectives/Key Results/As Measured By’ for the team with next steps and actions.


• Monitor and analyze team performance against established goals.


• Identify areas for improvement and implement corrective actions where appropriate.


• Drive Net Promoter Score results

Communication and Collaboration

• Effectively communicate the team’s vision, goals, and achievements to internal and external stakeholders.


• Build strong relationships with other departments to ensure seamless client support.


• Work closely with the leader of Client Delivery to ensure successful handoff of client requests, accountability of resources involved, and ensure commitments made are commitments delivered.


• Provide regular updates on team performance and client satisfaction to leadership team.

Embrace our Core Values

• Integrity


• Client Focus


• Ownership


• Collaboration


• Growth Mindset

Skill Requirements:

• Minimum of 10 years of experience in a client-facing role, with at least 5 years in a management position.


• Proven track record of building and leading high-performing teams.


• Strong understanding of the healthcare industry and SaaS business models.


• Excellent communication and interpersonal skills.


• Ability to think strategically and solve problems effectively.


• Strong organizational and time management skills.


• Proficiency in using CRMs and other relevant software applications.

Education/Certification Requirements:

• Bachelor’s Degree in business, healthcare, or related field. 

Additional Requirements:

• Local to Connecticut – able to collaborate onsite at our Guilford office 1-2 days per week. 


• All prospective candidates must be able to pass a background check and drug screening. 

COMMITMENT TO DIVERSITY & INCLUSION:

We are committed to cultivating and preserving a culture of inclusion and connectedness through collaboration. We grow and learn better together with a diverse team of employees. We welcome the unique contributions and the different perspectives of a diverse team.  We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

In accordance with applicable Pay Transparency laws, MHK is required to include a reasonable estimate of compensation for this role given its location in Connecticut.  The reasonable estimate for base salary if hired is $125,000 - $150,000.   Please note this information is only an estimate.  A final decision on the successful candidate's starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.  

If you need a reasonable accommodation for any part of the employment process, please contact us by email at careers@mhk.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. 

For more information, please visit Know Your Rights, Pay Transparency, and MHK EEO/AA Statement.

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