Director of Client Operations

Vital’s mission is to radically improve patient experience with software that gives more control, clarity, and predictability to care. Using advanced artificial intelligence (AI), Vital transforms complex health record data into easy-to-use, personalized interfaces that engage and empower over one million patients per year – no downloads or passwords required. With Vital, patients can better understand progress toward discharge, request service and comfort items, set goals, view labs, share health status with family, book follow-up care, and much more. Over 100 hospitals use Vital to improve patient satisfaction, drive growth and patient loyalty, achieve better clinical outcomes, and reduce workload for care teams.
Founded by Mint.com creator Aaron Patzer and Emergency Physician Dr. Justin Schrager, Vital is a HIPAA-compliant cloud-based experience layer that integrates with any electronic health record system. For more information, please visit vital.io or follow us on LinkedIn or Twitter.
The Role
The Director of Client Operations will have direct accountability for the success of Vital’s client community.  This important Client Success leadership role will serve as a player/coach with direct oversight of a team of Client Success Managers.  Success in this role will be measured by:- Adoption and utilization of Vital products - Attainment of measurable outcomes and client validated - ROIClient satisfaction as measured by NPS- Growth and renewal as measured by Net Dollar Retention- Employee engagement
You will serve as a veteran leader within the team, with a direct line-of-sight to all client related matters. You are a highly visible leader within the team, interfacing often with client end-users and executive stakeholders. This role will collaborate closely with members of ancillary client-facing teams including Sales, Professional Services, Client Support and Vital’s Executive Leadership Team to monitor and continually assess the performance against each client's strategic vision. 
Vital is a hyper-growth, early stage company.  Thus developing scalable and repeatable best practices will be a key function of the role.  The Director of Client Operations will continually work to improve all Vital client facing operations. Healthcare is a relationship driven business and our expectation is that the Director of Client Operations promotes a client-centric culture. 
You will be traveling up to 50% of the time in support of client operations, growth efforts, and occasional internal meetings.  The Director of Client Operations sits in the Client Organization at Vital and directly reports to the Senior Vice President. 

Responsibilities

• Serve as an important member of the Vital Senior Leadership Team
• Maintains direct accountability for the success of Vital’s client community.
• Serve as a Player / Coach with direct oversight of a team of Client Success Managers.
• Define and support the professional development of each member of the team. 
• Develop strong relationships with key executives and decision makers at each Vital account.
• Develop, implement and maintain adherence to Client Success best practices.
• Serve as a primary point of escalation for most client matters.  The role will be empowered to act quickly and decisively with broad latitude and decision making capacity.
• Recruit, hire and train Client Success professionals for currently defined positions and emerging roles.  
• As a Player / Coach you may directly oversee a segment of Vital clients or collaborate with an expanded internal team in new and creative ways to drive success at scale. 
• Guides, validates, and advocates progress against established goals, adapting approaches based on observed behavior and trends
• Develop, implement, and continually assess the achievement of the account strategy at each Vital client.
• Monitor and track the impact of Vital products across the client community:
• Establishes, monitors and reports on KPI achievement for the Client Success team.
• Works with the CSM team to establish the VOI plan with each client, and leverages internal resources to analyze, summarize and report on client outcomes.
• Obtains client validation of outcomes
• Develops and maintains a system for tracking and reporting outcomes using internal dashboards, reports, and communication channels to promote client outcomes and VOI
• Provide insights and guidance to the internal team that is assigned to the account.
• Constantly innovate to seek improvements in process and methods to drive success for the Vital client community.
• Provide superior customer service to hospital executives, senior leadership, department leaders, and clinicians. 
• Proactive approach to support activities that foster value-driven utilization of our