Director, Client Success

About Inspiren 

Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff.

Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes.

About the Role

The Director, Client Success will have the ultimate accountability for success of Inspiren’s enterprise and strategic accounts. This important leadership role will be responsible for developing and implementing an enterprise and strategic account strategy at each assigned account and all of its entities. The Director, Client Success is a key member of the Clinical Success team and will manage a team of Clinical Success Managers. They will monitor and continually assess the performance against the enterprise and strategic account strategy and identify opportunities for the growth and expansion of Inspiren’s products and services. The Director, Client Success will have direct oversight of the clinical success teams responsible for driving the adoption of Inspiren’s products within the client community. Success in this role will be measured by:

1. Adoption and utilization of Inspiren products 
2. Attainment of measurable outcomes and client validated ROI
3. Client satisfaction as measured by (NPS)
4. Growth and renewal as measured by Net Dollar Retention (NDR)
5. Employee engagement

The Director, Client Success will operate across all levels of the account with particular focus on growing and deepening relationships at the Operator leadership levels.  

As a relationship based business, our expectation is that the Director, Client Success will insert themselves into strategically important accounts, grow close relationships within them, and make them flourish. You will be the primary point of contact with your partners to ensure engagement with Inspiren and be an advocate to use our products to meet the organization’s strategic priorities (i.e., value on investment). You will be traveling up to 30% of the time to visit your clients in person. The Director, Client Success will report to the Executive Team Head of Client Success at Inspiren, and their role will be to oversee all aspects of the relationship with our partners who are using our products, from front line health care workers to the operators and owners.

Responsibilities

• The Quarterback - Drives the strategic direction of the account and owns the Operator executive relationship management across assigned accounts
• Maintains ultimate accountability for the success of assigned enterprise and strategic accounts as measured by NDR per account
• Primarily responsible for value creation and the development of the Joint Impact Plan at each account ensuring ROI targets are consistently met
• Develop, implement, and continually assess the achievement of the enterprise and strategic account strategy
• Oversees a team of Clinical Success Managers to execute the enterprise and strategic account strategy within the client communities. 
• Support the ROI framework for Inspiren products by conducting engaging quarterly business review meetings; actively participate in steering committee meetings to support ownership of Inspiren products within the account.
• Builds a pipeline of qualified expansion opportunities (to handoff to AE)
• Deeply embedded within both the Operator leadership and Community Leadership at assigned accounts.
• Owns the overall performance in all executive meetings including EBRs, executive monthly meetings, and ad hoc communications. 
• Ensures community alignment on joint impact plans 
• Manages a team of assigned CSMs within a defined segment
• Elevation of product challenges and themes
• Have a constant pulse on community metrics ensuring value is being attained.
• Develop a strong relationship with key executives and decision makers to accelerate a growth plan and secure renewals in collaboration with the sales team
• Provide insights and guidance to the internal Inspiren team that is assigned to the account.
• Collect, assess and share data on the enterprise and strategic account performance
• Develop a deep understanding of the enterprise and strategic account’s priorities
• Maintains an up-to-date level of awareness and knowledge of the enterprise and strategic account’s value-drivers, and deeply understands partners’ goals and objective