Client Success Performance Specialist Job Summary The Client Success Performance Specialist ensures that healthcare clients realize the full value and patient impact promised during the sales cycle for our Omnichannel Patient Engagement solutions. This role bridges the gap between implementation and long-term success by blending data analysis with consultative strategy. You will serve as an analyst and performance advisor, working at the intersection of Product, Solution Engineering, and Implementation to refine and optimize how our clients communicate with their patients. Core Responsibilities - Performance Analysis: Compile and analyze client performance data across omnichannel products (e.g., email, text, voice, chat, and IVR) to ensure workflows meet established benchmarks and patient engagement KPIs.
- Trend Identification & Research: Proactively monitor account health for "underperformance indicators." When gaps are found, conduct research into the root cause, whether it is a technical configuration issue or a strategic misalignment in the client’s approach.
- Consultative Strategy: Act as an advisor, recommending technical, workflow and and messaging modifications to engagement strategies—such as adjusting message tone, timing, or channel mix—to improve patient response rates and outcomes.
- Collaborative Remediation: Work with Pre-Sales Solution Engineers and Implementation Support to design and recommend remedies that align the solution with the client’s specific business goals and the original value proposition.
- High-Stakes Client Communication: Lead performance reviews with the confidence to deliver difficult news regarding underperformance. You must be able to pivot these conversations toward actionable, research-backed remedies that restore client trust.
- Executive Visibility: Prepare performance audits and impact reports for high-level stakeholders. This role requires the professional maturity to present data-driven recommendations to both internal and client-side C-suite leadership.
Required Skills & Qualifications - Analytical Interpretation: Ability to synthesize complex datasets and identify trends without necessarily needing to be a data engineer; proficiency in Excel or BI platforms is required.
- Consultative Mindset: Exceptional ability to translate data into a "story" for the client, offering strategic advice on how to improve their patient engagement results.
- Professional Maturity & Presence: Must possess the "executive presence" necessary to navigate C-suite interactions and remain composed when delivering bad news or managing high-pressure conversations.
- Collaborative Problem Solving: Proven ability to navigate cross-functional teams (Product, Sales, Engineering) to advocate for the client and resolve performance gaps.
- Communication Artistry: Exceptional verbal and written skills, with a focus on articulating the "why" behind recommended strategy changes.
- Experience: 3+ years in a client-facing consultative role, such as Customer Success, Account Management, or Healthcare Consulting.
Preferred Experience (A Plus, Not Required)
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