Senior Enterprise Client Success Manager - Full Time - Remote

Compensation: Budgeted between $121,400 - $161,500 dependent upon applicable experience.
 

Remote: Team members who live within the U.S. but are not local within a commutable distance from one of our offices may work remotely, with occasional travel to an Experity office for meetings, team collaboration or as needed.

Responsibilities:

• Manage and own the relationship with the client senior leadership team for Experity’s largest and most complicated clients. Meet with client management on a regular basis and build relationships at multiple levels. Communication cadence to include, at minimum, monthly business reviews and annual on-site leadership meetings.

• Responsible for ensuring service level commitments are met for each client. Coordinate and hold accountable internal service teams as necessary to ensure successful delivery of our products and services.

• Support client adherence to prescriptive best practice setup and configuration of our products. Monitor performance metrics and aid in identification of opportunities for improvement.

• Maintain an understanding of the urgent care business model, client workflows and common market problems. Provide system and industry expertise with consultative approach focused on ensuring optimal utilization and realized value of Experity solutions.

• Increase customer satisfaction by understanding business needs and supporting expanded utilization of Experity solutions. Elevate client relationships from vendor/partner to trusted business advisor.

• Provide revenue cycle management expertise toward ongoing process improvement and compliance initiatives. Responsible for working with clients to reduce recurring errors and reduce claim exceptions. RCM success management to include:

• Interpret and provide analysis of clinic financial data through key reports and revenue cycle drivers.

• Lead a monthly meeting to review accounts receivable status, KPI and accounting reports with client’s financial team.

• Support the development and ongoing management of prescriptive best practice PM system setup, EDI processes, and revenue cycle workflows.

• Collaborate with the RCM Operations and RCM Management teams to ensure client/company alliance on prioritization and approach to service delivery.

• Manage and communicate findings effectively with assigned clinics and their management staff to achieve optimum performance.

• Identify trends and carrier issues relating to billing and reimbursements.  Report findings effectively directly to assigned clinics.

• Collaborate with other departments such as marketing, support, and product management to ensure ongoing success of client relationship with Experity.

• Act as liaison for internal and external communications with assigned clients.

• Manage ongoing conference calls and ensure a positive relationship with assigned accounts.

• Provide regular status reports and manage task lists on assigned accounts progress for all project areas.

• Support sales process with potential clients.

• Identify opportunities for selling additional solutions into client base. Support Sales when subject matter expertise is needed. Proactively nurture opportunities for references, referrals, and case studies.

• Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances.

• Other duties as assigned.

Education:

• Bachelor's degree or equivalent combination of education and experience.

Experience:

• Seven or more years of experience in a client-facing role supporting large, complex enterprise healthcare clients.

• Demonstrated experience managing executive-level relationships within enterprise health systems, multi-site medical groups, or large healthcare organizations.

• Direct experience supporting Patient Engagement (PE) solutions within healthcare technology (e.g., patient scheduling, digital intake, patient communications, reputation management, or related engagement platforms).

• Strong understanding of healthcare operations, clinical workflows, and the business drivers impacting ambulatory, urgent care, or multi-site provider organizations.

• Experience with Software as a Service (SaaS) delivery models, including driving adoption, value realization, and retention within subscription-based environments.

• Proven ability to identify and drive account growth through consultative engagement, including cross-sell and upsell motions in partnership with Sales teams.

• Experience collaborating cross-functionally with Product, Support, Implementation, Marketing, and other internal stakeholders to deliver a unified enterprise client experience.

• Experience using data, KPIs, and performance metrics to drive adoption, optimization, and measurable client outcomes.

Preferred:

• Experience supporting Patient Engagement clients that do not currently use EMR or RCM solutions, with demonstrated success expanding clients into broader platform offerings.

• Working knowledge of Electronic Medical Records (EMR) and Practice Management (PM) systems and their integration with Patient Engagement platforms.

• Experience within urgent care, ambulatory care, or high-growth healthcare delivery organizations.

• Experience conducting executive-level quarterly business reviews and on-site leadership meetings.

• Background in revenue cycle operations or familiarity with financial performance metrics in healthcare environments.

• Experience supporting multi-state or national healthcare organizations with complex governance structures.

Travel:

• Ability to travel as needed.

Every team member exhibits our core values:

• Team First

• Lift Others Up

• Share Openly

• Set and Crush Goals

• Delight the Client

#LI-REMOTE