Director, Mid-Market (Internal Applicants Only)
Remote
Full Time
Clarity Software Solutions
Senior Manager/Supervisor
Director, Mid-Market
At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.
We Offer:
Company Description:
Clarity Software Solutions, Inc. is a progressive, rapidly growing technology company, with its corporate headquarters located on the Connecticut shoreline. We employ creative and innovative individuals who are passionate, intelligent and want to be part of an extraordinary team. We have an employee retention history that supports our goal to provide a rewarding employment experience. Clarity has a strong foundation built upon consistent excellence in meeting and exceeding our client’s expectations, partnering in their success. We apply the same standards to our hiring decisions. Our work environment is busy, collaborative, forward thinking and customer centric. We are committed to doing the right thing, possessing high ethical standards in our work, product, team relationships, and client interaction.
Job Summary:
We are looking for a competent Director of Mid-Market here at Clarity. This position involves working with the SVP of Account Management (SVP of AM) to spearhead new projects and initiatives that will increase the Account Management team’s efforts to maximize customer retention, growth, and overall account health. This position will lead and manage the team of Strategic Account Managers responsible for the Mid-Market-Small regional business of Clarity Clients. As a leader of the Strategic Account Managers, you will help evaluate the current team and be empowered to install new activities across the entire Account Management function to help develop proactive customer retention, expansion strategies, enhance customer experience metrics, and in partnership with the SVP of Account Management help drive better cross-functional collaboration and improvements to drive business success.
Essential Functions
Education Required
Knowledge & Experience
Physical Demands
At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.
We Offer:
- Competitive compensation.
- A full benefits suite including Medical/Dental & Vision plans.
- 401k with company match.
- A supportive and growth-oriented culture
Company Description:
Clarity Software Solutions, Inc. is a progressive, rapidly growing technology company, with its corporate headquarters located on the Connecticut shoreline. We employ creative and innovative individuals who are passionate, intelligent and want to be part of an extraordinary team. We have an employee retention history that supports our goal to provide a rewarding employment experience. Clarity has a strong foundation built upon consistent excellence in meeting and exceeding our client’s expectations, partnering in their success. We apply the same standards to our hiring decisions. Our work environment is busy, collaborative, forward thinking and customer centric. We are committed to doing the right thing, possessing high ethical standards in our work, product, team relationships, and client interaction.
Job Summary:
We are looking for a competent Director of Mid-Market here at Clarity. This position involves working with the SVP of Account Management (SVP of AM) to spearhead new projects and initiatives that will increase the Account Management team’s efforts to maximize customer retention, growth, and overall account health. This position will lead and manage the team of Strategic Account Managers responsible for the Mid-Market-Small regional business of Clarity Clients. As a leader of the Strategic Account Managers, you will help evaluate the current team and be empowered to install new activities across the entire Account Management function to help develop proactive customer retention, expansion strategies, enhance customer experience metrics, and in partnership with the SVP of Account Management help drive better cross-functional collaboration and improvements to drive business success.
Essential Functions
- Lead, manage, and mentor a team of Strategic Account Managers with a customer-centric approach, prioritizing service excellence, customer success, and growth within the Strategic Book of Business.
- Proactively work with the SVP of AM to develop and implement new customer retention and expansion strategies and identify key customer experience metrics, key performance indicators and trends applicable to the mid-market book of business.
- Help educate your direct reports on marketplace dynamics and customer success strategies in areas of billing, reporting, product, and platform support.
- Lead, manage, and mentor a team of Strategic Account Managers with a customer-centric approach, prioritizing service excellence, customer success, and growth within the Strategic Book of Business.
- Proactively work with the SVP of AM to develop and implement new customer retention and expansion strategies and identify key customer experience metrics, key performance indicators and trends applicable to the mid-market book of business.
- Help educate your direct reports on marketplace dynamics and customer success strategies in areas of billing, reporting, product, and platform support.
- Contribute to the development of both external new products and service offerings based on customer needs as well as internal tools and resources to maximize effectiveness for your team.
- Promote a positive, diverse, and inclusive company culture aligned with company values.
- Proactively work and have oversight over the mid-market business of Clarity, including completion of market segmentation KPIs/ Goals.
- Your team will have an assigned book of Clarity customers to successfully leverage and identify expansion and increased usage of Clarity’s products and services. You will therefore have oversight across the Clarity mid-market business that will be responsible for the following:
- Collaborate with business leads and account operations in a matrixed environment across Clarity to guarantee that Client deliverables, expectations, and satisfaction are successfully achieved.
- Partner with Sales to lead new sales opportunities within assigned book of business, including providing support to the sales cycle from networking with new contacts to helping to secure the deal and maintain professional after-sales support to maximize customer loyalty.
- Partner with the SVP of account management in the creation of detailed business plans, including a set of clear time-based objectives designed to attain predetermined goals/ quotas (quotas tied to upsell opportunities) and maintain existing revenue goals with assigned book of business.
- Act as a point of contact for clients in the event of escalation, including responding to the complaints and resolving the issue to the Customer’s satisfaction and maintain Clarity’s reputation.
- Lead both onsite and virtual Strategic Client discussions, including a bi-annual Executive Business Review and other quarterly or monthly touch points including the preparation of attendees, agenda creation, and development of the supporting presentation collateral.
- Develop a deep understanding of assigned Client contracts including service level agreements, performance guarantees, and pricing.
- Lead Client contract renewal and subscription agreement discussions, keeping a record of sale, client discussions, and finalized data.
- Prepare and deliver timely dissemination of Client reporting.
Education Required
- Bachelor of Arts or Bachelor of Science degree required.
- Master of Business Administration degree preferred.
Knowledge & Experience
- Minimum 10 years of strategic account management experience within the healthcare industry.
- Minimum 5 years of experience engaging with healthcare organizations to drive transformative member and/or consumer engagement program initiatives.
- Minimum of 5 years of management and mentorship experience.
- Experience leveraging client relationships to identify and pursue growth opportunities.
- Strong negotiating and selling skills with hands-on experience finalizing contracts.
- Strong networking, presentation, and meeting orchestration skills with various stakeholders within a client organization.
- Strategic account management training, e.g. Miller Heiman, preferred.
- Technical expertise in web hosted solutions and content management preferred.
- Ability to read and analyze financial metrics.
- Expert knowledge of Microsoft Office applications.Personal Attributes
- Ability to drive strategic alignment and effective client outcomes in a matrix internal environment.
- Creative thinker, collaborator, and leader.
- Excellent oral and written communication skills.
- Ability to lead and thrive in a team-based environment.
- Aptitude to quickly learn new systems and software.
- Ability to present / demonstrate solutions internally as well as externally.
- Ability to multi-task & prioritize, with strong organizational and proactive follow-up capabilities.
- Ability to absorb and manage financial and other metrics reporting.
Physical Demands
- Willingness and ability to travel 30% of the time.
- Must be able to sit/stand at a desk the other 70% of the time.
- Must be able to operate a computer and other office products.
- Must be able to frequently communicate via telephone and in meeting rooms.
- Must be able to move audio/visual equipment for presentations.
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