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Director of Client Success

2 months ago

Canada Ginger Desk Full time

Director of Client Success and Services


Join Ginger Desk's fast-growing team of professionals who value integrity, diversity, and wellness. Ginger Desk’s entire team works and plays remotely.


Ginger Desk gets practitioners back to doing what they love: treating patients.

Ginger Desk provides Virtual Assistants (VAs) who are pre-trained, trusted professionals in medical administration. We pride ourselves on delighting patients and practitioners. We have the efficiency of an automated service, but with much more heart.


Ginger Desk’s Vision & Promise:

Ginger Desk is disrupting the healthcare industry, one task at a time. 

Our human-powered and tech-enabled approach is reinventing the front desks of Health & Wellness practices all over North America. 

We prove that Admin Freedom is possible so practitioners and clinics can focus on patient care and growth. We believe that every practice is better with a Ginger Desk VA.


Your role in our Promise:

As the Director of Client Success and Services at Ginger Desk, you will play a pivotal role in driving the company's client satisfaction, efficiency, revenue growth, and strategy to expand Ginger Desk's client base.

You will be responsible for spearheading innovative strategies in our Client Success department, initiatives to optimize our VA efficiency and scalability, ensuring that our practitioner clients are thrilled and our company is profitable and growing at a fast pace. With your strategic growth mindset and proactive approach, you will lead our Virtual Assistant and Client Success team in identifying and capitalizing on opportunities for innovation, efficiency, and differentiation, while also ensuring alignment with Ginger Desk’s vision, promise and growth objectives. Your dynamic leadership and ability to navigate ambiguity will be instrumental in shaping the future of our early stage venture and positioning us as a leader in the healthcare industry.

We value out-of-the-box thinking, prioritizing solutions tailored to our company, teams, and individuals. In our rapidly changing, fast-paced environment, we strive for continuous improvement and exceeding client expectations, with the Accounts Director serving as an enabler and hands-on contributor to this journey. The ideal candidate will be a hands-on leader with a strong entrepreneurial spirit and a proven track record of building and leading a Client Success department, and building and scaling operations in a startup environment.

Reports to: CEO & Founder, Dr. Julie Durnan, ND

Location: 90% Remote (mostly remote with in-person strategy sessions occasionally)


Your Responsibilities and Impact:


Client Success Leadership:

  • Develop and execute a comprehensive client success strategy to ensure customer satisfaction, retention, testimonials, referrals, and long-term engagement.
  • Oversee the onboarding, training, and support processes for clients to guarantee seamless integration with the Virtual Assistant (VA) services.
  • Serve as the key point of escalation for client concerns, ensuring timely and effective resolution while maintaining strong relationships.
  • Establish and monitor key client success metrics, such as Net Promoter Score (NPS), customer satisfaction, loyalty rate, and other performance indicators.
  • Provide regular reports on client success progress, challenges, and opportunities.


Team Management and Development:

  • Lead the Client Success and Virtual Assistant teams, promoting a collaborative, high-performance culture.
  • Manage recruitment, training, and performance evaluations for team members, ensuring that all team members are aligned with company goals and client expectations.
  • Implement strategies for continuous team development, providing coaching and professional growth opportunities.


Client Engagement and Retention:

  • Collect, analyze, and act on customer feedback for improvement. 
  • Partner with sales and VA teams to understand the client’s needs, preferences, and reduce complaints/churn. 
  • Partner with the marketing team to build client rewards, renewal, and referral programs while ensuring a seamless and delightful client experience.
  • Develop and implement client-centric strategies to enhance customer experience, address client concerns, and improve retention.
  • Enhance and streamline service offerings to meet the evolving needs of clients.
  • Analyze client feedback and performance data to proactively address challenges and identify opportunities for improvement.
  • Create and manage strategies for upselling and cross-selling VA services to existing clients.


Operational Excellence:

  • Design and optimize workflows and processes to improve the efficiency and effectiveness of the VA services.
  • Ensure high-quality service delivery, developing KPIs to monitor and improve VA performance and client satisfaction.
  • Drive initiatives to scale VA operations while maintaining operational flexibility and a high standard of service.


Revenue Growth and Profitability:

  • Ensure that client success initiatives contribute to the overall profitability of the company by reducing churn, increasing referral rates, and increasing client lifetime value.
  • Collaborate with the sales team to identify growth opportunities with current clients and support new business efforts.


Innovation and Service Development:

  • Lead the exploration and implementation of new tools, technologies, and strategies to continuously improve the VA offering.
  • Stay ahead of industry trends to ensure the company’s VA services remain competitive and meet evolving client needs.


Continuous Improvement: 

  • Stay abreast of digital health and technology industry trends and best practices, identifying opportunities for innovation and differentiation in the market.
  • Explore how AI can be used to improve utilization of the VAs and other services.


Your Experience:

  • Bachelor's degree in Business Administration or related field; MBA preferred but not required.
  • Proven experience in Client Success Management, minimum 3 years + in an early-stage venture or fast-paced environment with a remote team.
  • Strong leadership skills with the ability to inspire and motivate teams in a dynamic and rapidly evolving industry.
  • Excellent problem-solving and decision-making abilities, with a results-oriented mindset.
  • Entrepreneurial spirit, growth mindset and willingness to roll up sleeves and tackle challenges hands-on.
  • Exceptional communication and interpersonal skills, with the ability to build relationships and influence partners and team members on all levels.
  • Experience in the healthcare industry is a plus.
  • Experience managing a mostly virtual or remote team is a plus
  • Proficiency in project management tools and software.


Compensation:

Ginger Desk plans for growth and pays all team members fairly. This role has a minimum annual salary of $110,000 and maximum annual salary of $125,000, based on experience. There is an annual bonus of $20,000 for reaching company goals and an equity share in the Ginger Desk employee stock option plan.


We will continue to offer opportunities for advancement within this role and will have regular conversations about career development throughout your time at Ginger Desk.


In addition, Ginger Desk offers the following Benefits:

  • Participation in the company tock option plan
  • Flexible work environment with opportunities for 90% of work being remote and a flexible schedule
  • Three weeks paid vacation
  • Health insurance and other benefits package
  • Exciting opportunity to be part of a fast-growing startup and leadership team and make a meaningful impact on the healthcare industry


If you are passionate about driving client success and operational excellence in a startup environment and eager to contribute to the future of healthcare, we want to hear from you Join us on our mission to prove that Admin Freedom is possible so practitioners and clinics can focus on patient care and practice growth. Apply now by submitting your CV and a cover letter highlighting your relevant experience and why you are the ideal candidate for this role to our Hiring Team at work@gingerdesk.com