Client Success Manager

Today’s emergency department and inpatient hospital settings create a challenging care environment. Hospitals struggle to meet patient expectations, waiting rooms are crowded, patients leave without being seen, patients are boarding in the emergency department, and clinicians struggle to deliver safe, quality care while documenting appropriately. We’re here to change this. 
Vital is a platform for the modern hospital. Our goal is to help emergency and inpatient providers and patients make faster, safer and smarter health care decisions. We employ consumer design principles and artificial intelligence to deliver an amazing experience to our end users that drives outcomes and improves efficiency. We are building a mission-focused, inclusive, and motivated team to scale our product to more patients. Vital is backed by prominent investors in health care, and founded by Aaron Patzer and Dr. Justin Schrager.
The Role:
Client Success Manager is responsible for growth, retention, adoption, and outcomes with a defined group of partners. Health care is a relationship driven business and our expectation is that the Client Success Manager will insert themselves into these health systems, grow close relationships within them, and make them flourish. You will be the primary point of contact with our partners to ensure engagement with Vital and be an advocate to use our product to meet the organization’s patient-centered priorities (i.e., value on investment). Client Success Manager will report to the Director of Client Success, and their role will be to oversee all aspects of the relationship with our partners who are using our software as a service, from front line health care workers to executives who run the health care systems. 

Responsibilities

• Serve as a key member of the Client Success Team to drive the value for our client partners.
• Own Joint Success Plans that align Vital to measurable client business outcomes (e.g., reduced LWBS, improved HCAHPS/ EDCAHPS, shorter LOS)
• Lead outcome-focused QBRs, executive check-ins, and success reviews
• Identify and escalate risks early using client data and relationship insights
• Up to 25- 50% travel to client sites for launches, training, executive meetings, and relationship building
• Build deep, multithreaded relationships across clinical, operational, and executive stakeholders
• Understand the hospital’s strategic priorities and how Vital supports those goals
• Proactive approach to support activities that foster value-driven utilization of our Vital products, leading to measurable outcomes
• Develop trusted relationships with key executive stakeholders, influencers, and decision makers; manage key executive meetings to establish value of investment priorities
• Maintain an up-to-date level of awareness and knowledge of partners value-drivers, and deeply understand partners’ goals and objectives 
• Be the voice of the customer across Vital: Product, Engineering, Marketing, Sales, Leadership
• Regularly monitor product utilization, identify and address any concerns area of under-utilization in real time; continuously work with staff to improve system value-driven utilization, as well as provide recommendations for growth and improvement
• Actively participate with Vital’s support process to oversee and ensure prompt resolution of operational and technical issues or complains
• Be an expert on all Vital products
• Other duties as assigned

Qualifications

• Bachelor’s degree required; business, communication, nursing, or public health preferred
• Business focused with strong analytical and relational skills
• 3+ years of health system customer relationship management, sales or account management related experience
• RN (or former RN) with at least 1 year relevant clinical experience in an ER or Inpatient Hospital setting strongly preferred 
• Experience working at a startup or smaller tech company is a plus
• Leadership experience preferred
• Excellent critical thinking skills
• Strong communication, collaborative, and organizational skills
• Proactive problem solver, self motivated, takes accountability
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI, PHI in accordance with organizational policy and federal, state, and local regulations

About You

• Proven growth leader
• Excels in a fast paced, team based environment
• Is resilient in managing difficult situations, client complains, and serving the best interests of both our partner and Vital
• Ability to gain respect and influence diverse hospital audiences including executives, senior leadership, nursing staff, technical employees, ancill