Director, Customer Success

Job Title: Director of Customer Success

Overview: The Director of Customer Success works closely with the Vice President of RCM Services.

This role is primarily responsible for supporting sales as a subject matter expert, advising customers and internal users on revenue cycle software products, and guiding development on software enhancements.

Key Responsibilities:


* Customer Advocacy:
+ Collaborate with the Revenue Cycle Product Manager as the “voice of the customer” to modify and enhance software products.
+ Participate in customer and prospective customer meetings as a subject matter expert on MEDHOST software products and services.
+ Meet with customers regularly (up to 50% travel, typically 10-20%).


* Process Improvement:
+ Work with internal and external users to develop efficient processes for revenue cycle activities using MEDHOST software.
+ Assist in documenting these processes.


* Vendor Management:
+ Advise on the selection and management of vendors for billing and collecting.
+ Work with third-party vendors on operational enhancement opportunities.


* Sales Support:
+ Support the Sales Team by answering hospital operation questions and educating them on software and services.
+ Assist the Sales Team throughout the sales process as a subject matter expert on prospective customer opportunities.


* Marketing Collaboration:
+ Collaborate with the Marketing Team to create marketing materials, sales campaigns, and white papers related to RCM Services.


* Reporting and Analysis:
+ Review revenue reports for customers and prospective customers to identify AR issues or opportunities, including AR Aging, Unbilled, Denials, Patient Access, and Insurance Eligibility.


* Expense Management:
+ Manage expenses efficiently, including travel and customer entertainment.


* Industry Knowledge:
+ Stay current on industry trends, market activities, and competitor offerings.