About You

The Role

The Director of Strategic Accounts will have the ultimate accountability for the growth and expansion of Vital’s largest enterprise accounts. This important Client Success leadership role will be responsible for developing and implementing a strategic account growth and expansion strategy at each assigned enterprise health system and all of its entities. The Director of Strategic Accounts will collaborate closely with members of the Client Success team to monitor and continually assess the performance against the strategic account strategy and identify opportunities for the growth and expansion of Vital’s products and services. Growth strategies will strongly emphasize the adoption of Vitals’ products and services, the attainment of sustained measurable outcome, a demonstrable ROI and the establishment of trusted relationships with key decision makers. Key contributors to the success of this role will be members of Vital’s senior leadership teams including sales, clinical transformation, implementation and product. Success in this role will be measured objectively by account growth and retention.

The Director of Strategic Accounts will operate across all levels of an enterprise account with particular focus on growing and deepening relationships at the executive levels.

Health care is a relationship driven business and our expectation is that the Director of Strategic Accounts will insert themselves into strategically important enterprise health systems, grow close relationships within them, and make them flourish. You will be the primary point of contact with your 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). You will be traveling 50% of the time to visit your partners in person. The Director of Strategic Accounts will report to the Vice President 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

• Maintains ultimate accountability for the success of assigned enterprise strategic accounts
• Serve as the primary leadership liaison to one or more of Vital’s largest enterprise accounts
• Primary point of contact for enterprise health system executive leaders and key decision makers
• Develop a strong relationship with key executives and decision makers to accelerate a growth plan and secure renewals in collaboration with the sales team
• Develop, implement, and continually assess the achievement of the strategic account strategy
• Guide and oversee the performance of the Client Success Managers and other client facing team members assigned to the enterprise account
• Collect, assess and share data on the enterprise account performance
• Develop a deep understanding of the enterprise account systems strategic priorities
• Maintains an up-to-date level of awareness and knowledge of the Strategic Account’s value-drivers, and deeply understands partners’ goals and objectives
• Provide superior customer service to hospital executives, senior leadership, department leaders, and clinicians
• Travel 50% of your time; travel to do on-site visits to support client facing activities such as client go live events, monthly leadership meetings, quarterly business reviews and participation in sales activities.
• Proactive approach to support activities that foster value-driven utilization of our Vital products, leading to measurable outcomes
• Guides, validates, and advocates progress against established goals, adapting approaches based on observed behavior and trends
• Advise partners on the roadmap for achieving success and outcomes with our product
• Actively solicit staff and patient feedback; communicate findings to appropriate persons
• Identify and support executive stakeholders; manage key executive meetings to establish value of investment priorities
• Monitor partner satisfaction and delight and achievement against established goals by facilitating regular project status meetings with appropriate hospital partners
• Responsible for scheduling, agenda setting, and ensuring proper attendance at all partner meetings. Identify and coordinate with all internal players and collate information from various Vital stakeholders in advance of partner facing meetings
• Support the value on investment framework for Vital products by conducting engaging quarterly business review meetings; actively participate in hospital wide staff/nursing steering committee meetings to support ownership of Vital products within the health system
• 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
• Be an expert on all Vital products
• Be smart, accountable, and fearless in the pursuit of Client Success
• Excels under pressure, continuously shifting and adapting to meet the ever changing need of your partners
• Works with clients to develop and obtain approval for market facing communication (case studies, quotes, press releases) reflecting successes within the health system.
• Identifies opportunities for innovative product design and development and create the path to beta test new products, features and capabilities.
• Views his/her roles very much like a franchise owner with responsibility for the overall success and profitability of the enterprise account. He/she hold ultimate responsibility for successful outcomes and client VOI at both the facility and enterprise level.
• Other duties as assigned

• Bachelor’s degree required, Masters preferred.
• Has spent several years guiding strategy in the C-suite with large enterprise clients and partners.
• Demonstrated experience in fostering the adoption of digital health products
• Proven track record on growing and renewing a multi-million dollar book of business
• Experience in a healthcare SaaS environment, with particular emphasis on Business-Business-Consumer products and services (B to B to C)
• Growth focused with strong analytical and relational skills
• 10+ years of health care customer relationship management experience in client success, account management, or enterprise sales role.
• Deep understanding of the entire client journey with particular emphasis on the adoption, growth and renewal phases.
• Experience leading or managing others
• Excellent computer skills required and knowledge of internal tech stack (Confluence, HubSpot, Jira, others)
• Proven facilitation of diverse groups to drive toward established outcome objectives
• Demonstrated change agent: ability to facilitate executive level dialogue, analytical expertise to derive meaning from data and utilize to develop partner specific recommendations and build base of support around value on investment plan
• Excellent critical thinking skills

About You

• Nothing makes you more satisfied than the success of your clients
• You are an influencer by nature, and have a proven track record of developing deep trusted relationship with your clients and team members
• You are a proven growth leader who delights in customer service
• You pay attention to detail while always having an eye on the long term / big picture.
• You excel in a fast paced, team oriented environment
• You are adaptable to a variety of situations, many of which are new and uncharted but require strong leadership and creative problem solving skills.
• Understands how to assess risk and put effective plans in place to mitigate and recover
• Is resilient in managing difficult situations, client complains, and serving the best interests of both the partner and Vital
• Demonstrated self-starter who is highly motivated while being an active participant of a larger team
• Ability to gain respect and influence diverse hospital audiences including executives, senior leadership, nursing staff, technical employees, ancillary staff, etc.
• Dynamic communicator, able to motivate and influence others through the fact based client and product understanding, combined with genuine passion for Vital’s products
• Customer service focused; being dedicated to our patient and partner experience with Vital
• Desire to make a meaningful impact on patient’s lives
• Previous project management of a SaaS product in healthcare a plus
• Willingness to travel 50% of your time to different partner hospital sites to fulfill your job responsibilities

• 6 Weeks Paid Time Off and 13 Paid Holidays per year.
• Competitive health, vision, and dental packages (100 % premium covered for employees + dependents), life insurance & a 401(k) plan