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Head of Client Success

3 months ago

Canada Provation Medical, Inc. Full time

ABOUT PROVATION MEDICAL, INC.
Provation Medical, Inc. is a leader in providing innovative software solutions tailored for the healthcare industry. Our commitment to enhancing operational efficiency and patient safety drives our continuous growth and development in the medical technology sector.

POSITION OVERVIEW
The Head of Client Success will serve as a pivotal leader responsible for nurturing client relationships, spearheading upsell and cross-sell initiatives, managing contract renewals, and minimizing client attrition. You will formulate a strategy aimed at fostering growth through account expansion. Furthermore, you will oversee client satisfaction metrics and usage analytics, crafting tailored account plans to ensure a positive client experience.

In this role, you will lead a team of proactive Client Success Managers, mentoring and empowering them to achieve and surpass their expansion targets. Reporting directly to the Chief Commercial Officer, this position will have significant visibility within the executive team. Success in this role is expected to pave the way for further career advancement within Provation Medical, Inc.

TEAM STRUCTURE
10 direct reports

WORK ENVIRONMENT
Remote with travel requirements

KEY RESPONSIBILITIES

  • Direct an organization of approximately 10 Client Success Managers to achieve and exceed their commercial and performance objectives.
  • Develop and articulate a comprehensive client success strategy focused on account growth.
  • Communicate vision and goals throughout the organization, ensuring team leaders are aligned with expectations.
  • Collaborate closely with Customer Support and Product Development teams to ensure client needs are integrated into our offerings.
  • Set and achieve ambitious targets for account growth, client retention, satisfaction scores, and usage metrics.
  • Ensure that the talent within the organization aligns with strategic goals through effective hiring and training.
  • Promote a culture of continuous improvement, utilizing analytical tools to provide insights into performance, trends, and forecasting.
  • Foster relationships with key partners and clients, building a network of trust and collaboration.
  • Maintain a thorough understanding of the competitive landscape and our positioning within it.

QUALIFICATIONS

  • Proven success in expanding client accounts and managing complex agreements, demonstrating consistent achievement of revenue targets, preferably in the healthcare sector.
  • Over 10 years of successful experience in executive-level sales, ideally within healthcare software, with a strong record of business growth.
  • Experience collaborating with support and product teams to act on client feedback and reduce attrition.
  • Ability to identify and engage key influencers and decision-makers within organizations, establishing strong relationships.
  • Demonstrated success in driving account growth and capturing significant market share while developing robust client relationships.
  • Strong leadership and sales skills, coupled with a proactive, results-oriented approach.
  • Commitment to attracting and retaining top talent, with a focus on developing future leaders within the organization.
  • Experience in change management, either leading or participating in initiatives.
  • A deep understanding of the hospital procurement process and experience navigating large healthcare organizations, along with established relationships with major healthcare networks.