Director of Clinical 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 of Clinical Success will have direct oversight of the clinical success teams responsible for driving the adoption of Inspiren’s products within the client community.   This important Client Success leadership role will serve as a player/coach with direct oversight of a team of Clinician-Client Success Managers.  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 

You will serve as a seasoned 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 both the client end-users, and executive stakeholders. This role will collaborate closely with members of ancillary client-facing teams including Strategic Accounts, Sales, Implementation, Product, Client Support and Inspiren’s Executive Leadership Team to monitor and continually assess the performance against each client's strategic vision.   

Inspiren is a hyper-growth, early stage tech-enabled services company.  Thus developing scalable and repeatable best practices will be a key function of the role.  The Director of Clinical Success will continually work to improve all Inspiren client facing operations. Healthcare is a relationship driven business and our expectation is that the Director of Clinical Success 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 Clinical Success sits in the Commercial Organization at Inspiren and directly reports to the Head of Commercial.   

Responsibilities

• Serve as an important member of the Inspiren Clinical Success Leadership Team
• Maintains direct accountability for the success of Inspiren’s client community.
• Serve as a Player / Coach with direct oversight of a team of Clinical 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 Inspiren account at both the community and operator level.
• Develop, implement and maintain adherence to Clinical 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 Clinical Success professionals for currently defined positions and emerging roles.   
• 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 Inspiren client.
• Monitor and track the impact of Inspiren products across the client community:
• Establishes, monitors and reports on KPI achievement for the Clinical Success team.
• Works with the CSM team to establish the ROI 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 ROI
• 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 Inspiren client community.
• Provide superior customer service to Senior Living executives, senior leadership, department leaders, clinicians, residents and families. 
• Proactive approach to support activities that foster value-driven utilization of our Inspiren products, leading to measurable outcomes.
• Support the Return on Investment (ROI) framework for Inspiren products by participating in client facing meetings (EBRs,Committees, Etc) to sup