Senior Enterprise Client Success Partner

This is a fully remote position, open to applicants in Idaho, +5 more states.

📋 Description

• Oversee and cultivate the relationship with the senior leadership team of Experity’s most significant and complex clients.

• Engage with client management consistently to establish relationships at various levels.

• Maintain a communication schedule that includes, at a minimum, monthly business reviews and annual on-site leadership meetings.

• Ensure that service level commitments are fulfilled for each client.

• Coordinate and hold internal service teams accountable as needed to guarantee the successful delivery of our products and services.

• Assist clients in adhering to best practice setup and configuration of our products.

• Track performance metrics and help identify areas for enhancement.

• Retain a deep understanding of the urgent care business model, client workflows, and prevalent market challenges.

• Offer system and industry expertise with a consultative approach aimed at maximizing the utilization and value realized from Experity solutions.

• Enhance customer satisfaction by comprehending business needs and facilitating the broader use of Experity solutions.

• Transform client relationships from vendor/partner status to that of a trusted business advisor.

• Provide expertise in revenue cycle management to support ongoing process improvements and compliance initiatives.

• Work collaboratively with clients to minimize recurring errors and reduce claim exceptions.

• Manage RCM success by interpreting and providing analysis of clinic financial data through key reports and revenue cycle drivers.

• Lead a monthly meeting to discuss accounts receivable status, KPIs, and accounting reports with the client’s financial team.

• Assist in the development and ongoing management of best practice PM system setup, EDI processes, and revenue cycle workflows.

• Collaborate with RCM Operations and RCM Management teams to ensure alignment on service delivery priorities and strategies.

• Effectively manage and communicate findings with assigned clinics and their management staff to drive optimal performance.

• Identify trends and issues related to billing and reimbursements from carriers.

• Report findings directly to assigned clinics in an effective manner.

• Work alongside other departments, such as marketing, support, and product management, to ensure the ongoing success of client relationships with Experity.

• Act as a liaison for both internal and external communications with assigned clients.

• Manage ongoing conference calls and foster a positive relationship with assigned accounts.

• Provide regular status updates and manage task lists related to the progress of assigned accounts across all project areas.

• Assist in the sales process with prospective clients.

• Identify opportunities to sell additional solutions to the client base.

• Support Sales when subject matter expertise is required.

• Proactively nurture opportunities for references, referrals, and case studies.

• Collaborate with Experity Finance to address client invoice inquiries and aid in collection efforts on aged accounts receivable balances.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• Seven or more years of experience in a client-facing role supporting large, complex enterprise healthcare clients.

• Proven experience managing executive-level relationships within enterprise health systems, multi-site medical groups, or large healthcare organizations.

• Direct experience supporting Patient Engagement (PE) solutions within healthcare technology, such as patient scheduling, digital intake, patient communications, and reputation management.

• Strong knowledge of healthcare operations, clinical workflows, and the business drivers affecting ambulatory, urgent care, or multi-site provider organizations.

• Experience with Software as a Service (SaaS) delivery models, focusing on driving adoption, value realization, and retention in subscription-based environments.

• Demonstrated ability to identify and promote account growth through consultative engagement, including cross-selling and upselling in partnership with Sales teams.

• Experience collaborating across functions with Product, Support, Implementation, Marketing, and other internal stakeholders to deliver a cohesive enterprise client experience.

• Proficiency in using data, KPIs, and performance metrics to drive adoption, optimization, and measurable client outcomes.

• Preferred: Experience supporting Patient Engagement clients that do not currently utilize EMR or RCM solutions, with a record of success in expanding clients into broader platform offerings.

• Working knowledge of Electronic Medical Records (EMR) and Practice Management (PM) systems and their integration with Patient Engagement platforms.

• Experience in urgent care, ambulatory care, or high-growth healthcare delivery organizations.

• Experience conducting executive-level quarterly business reviews and on-site leadership meetings.

• Background in revenue cycle operations or familiarity with financial performance metrics in healthcare settings.

• Experience supporting multi-state or national healthcare organizations with complex governance structures.

🏝️ Benefits

• Comprehensive coverage begins on the first day of employment and includes Medical, Dental/Orthodontia, and Vision.

• All Team Members are eligible for synthetic ownership in Experity after one year of employment, with real financial rewards when the company succeeds!

• This extensive program encompasses counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and much more.

• Experity is dedicated to assisting team members in managing the challenges of balancing work, family, and life-related matters by offering flexible work scheduling for a better work-life balance.

• Experity provides a generous PTO plan that increases with milestones to ensure our Team Members have time to recharge, relax, and spend quality time with loved ones.

• Experity supports a learning program foundation that allows Team Members to explore their potential and achieve their career aspirations.

• We bring our Team Members together whenever possible to strengthen the team, foster relationships, and enjoy fun activities! This includes a family company picnic and a holiday party.

• Competitive compensation, quarterly bonuses, and a 401(k) retirement plan with an employer match to help you save for your future and ensure financial security in retirement.