Client Partnership Director

Make a difference. Be happy. Grow your career.

The Role

The Client Partnership Director is a trusted advisor and primary liaison to existing and/or prospective Nordic clients. At accounts where this role is the sole account owner, the Client Partnership Director is responsible for leading sales across Nordic’s collective service offerings, including staffing, managed services, and strategic solutions. This role includes building strong relationships (both deep and wide), becoming a consistent on-site presence and representative of Nordic, providing responsive and high-quality customer service, and proactively prospecting to expand Nordic’s footprint within accounts, all in the spirit of Nordic’s Maxims.

Key Responsibilities

The Client Partnership Director is responsible for the following: 

• Working independently to manage and grow a book of business, including developing and executing sales strategies, proposing different approaches, negotiating price, and carefully managing client concerns or escalations
• Understanding the business line strategy/goals and implementing strategies to achieve them
• Creating and maintaining exceptional relationships with key client stakeholders and internal partners and serve as primary client contact for client needs
• Contributing to the development and execution of marketing and sales campaigns
• Preparing for and leading client meetings and presentations, both in-person and virtual
• Leading and/or participating in the creation of proposals in response to client RFP and requests
• Tailoring offerings leveraging healthcare industry insights, client strategic and tactical goals, and Nordic’s services and solution offerings
• Identifying client needs and responding attentively to inbound client requests, providing excellent customer service through creative problem solving in addition to timely and professional communication
• For staffing placements:
  • Collaborating with delivery team members to align consultants to the right opportunity, ensuring client requirements are met
  • Positioning resumes and sharing tailored insights with client based on the consultant and opportunity​
  • Preparing consultants for interviews
• Monitoring customer satisfaction and consultant performance
• Coordinating with internal partners to ensure satisfactory consultant onboarding for our clients
• Developing and complying with internal processes to maintain relevant customer details such as: opportunities, client contacts, and communications
• Assisting with and attending Nordic special events and conferences at Corporate office or other locations
• Collaborating with internal team members to continually enhance operational processes to improve business operations, client experience, and operational efficiency
• Working on projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary
• Remaining flexible to ever changing client requests and prioritizing accordingly
• Communicating in a timely manner to resolve customer requests and needs

Skills and Experience

• Bachelor’s degree or equivalent experience
• 8+ years of customer service and/or sales experience, preferably in healthcare and/or professional services
• Proven success in customer service or account management, preferably in a professional services sales capacity
• Experience with EHR and/or ERP platforms strongly preferred such as:
  • EHR: Epic, Oracle Health, MEDITECH
  • ERP: Infor, Workday
• Some experience managing a sales book of business, including forecasting, opportunity and account management, sales strategy, value-based selling, and financial reviews
• Sustained client relationship management experience and ability to leverage that experience to sell to executive and C-level buyers
• Able to grow to provide strategic points of view and industry insights for several areas of health system operations and at the macro healthcare industry level
• Demonstrated ability in conceptualizing both problems and solutions, and converting concepts to actions in a way that is compelling for clients and actionable by team members
• Proven resilient and tenacious aptitude and capacity to drive customer success and happiness
• Excellent communication skills, written and verbal, both internally and with clients
• Solution-oriented mindset with demonstrated problem solving, critical thinking, and negotiation skills
• Strong attention to detail and ability to organize and prioritize tasks
• Demonstrated personal drive and “fire in the belly” willingness to proactively reach out to establish new relationships and deepen existing relationships