Laudio Recognized in KLAS 2022 Emerging Solutions Top 20 Report

Laudio is here to empower and connect frontline healthcare leaders to drive outcomes that matter. With its leader operations solution, Laudio automates repetitive work and serves up daily recommendations and best practices that help frontline leaders gain better visibility into their teams, find opportunities for meaningful connections, and discover clearer paths to achieving their goals. Today, forward-thinking leaders across health systems all use Laudio to scale their impact while leaving the workday more satisfied. Soon, every leader will be able to achieve what seems impossible today, and that is the vision that drives us. To learn more, please visit www.laudio.com. Laudio’s Associate Director, Customer Success is a hands-on trainer and coach of Laudio with a specific set of hospitals and health system clients.  They work closely with those clients as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase.  They partner with users to quickly identify and overcome any roadblocks hindering these goals.  These core job functions will be executed with a forward-thinking mindset of how to build, refine and improve the customer journey.  They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

Responsibilities include:

  1. Owning the relationship with the client executives for a specific set of clients
    • After being introduced late in the sales process, stay hands-on during implementations
    • Organize and lead the Enterprise Partnership Reviews (EPRs) with the clients.  Make sure PRs are scheduled quarterly and that the document is prepared, the right people are on, the client’s voice is captured, the important messages are conveyed, and the follow ups occur
    • Work closely with our clients as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase
  2. Account planning
    • Document the client’s goals with measured outcomes
    • Establish a set of processes and areas of focus to meet those goals, leveraging Laudio standard playbooks
    • Establish the rhythm of topics for EPRs, e.g. a turnover analysis at the 12 month mark or Employee Engagement analysis to support their engagement outcome goal
    • Take a forward-thinking mindset of how to build, refine and improve the customer journey
    • Evaluating and communicating the status of the client’s health and any roadblocks
  3. Support the onboarding and training of champions and all users, with frequent touchpoints and opportunities for feedback (note: responsibility for leading and executing implementations is with a separate team of Implementation Managers)
    • Lead some training sessions, either with groups or 1-1s, which include action-oriented demos in the language of the users and their organization’s goals
    • Be an expert on Laudio and be able to answer any questions that arise during training about the product and how health systems typically use it
  4. Engaging with client stakeholders at all levels
    • Present data-driven reviews of program progress at executive stakeholder meetings
    • Identify opportunities to proactively intervene to improve adoption
    • Develop and deploy intervention techniques in partnership with client
    • Partner with users to quickly identify and overcome any roadblocks hindering these goals
    • Identify early upsell and renewal opportunities
  5. Leading other team members, formally and informally
    • Being a thought leader in functional and cross-functional meetings
    • Hiring, coaching, managing, and developing the next level of leaders in the function and the company. The intent is that this role will have at least one direct report; it will not have any direct reports initially

Requirements include:

  • A Bachelor’s degree
  • A Master’s in a related field (e.g. MBA or MPH) preferred
  • 3+ years in a Customer Success Manager or a Project Manager in a client-facing capacity, ideally with experience managing enterprise accounts, including contract renewals, and triaging support/product enhancement feedback
  • 2+ years serving hospitals / medical centers / health systems in the U.S ideally
  • Knowledge of customer success processes for SaaS businesses
  • Strong project management skills, highly organized and able to prioritize and multi-task
  • Able to contribute to executive-level strategic problem-solving sessions while playing an active role as a customer advocate
  • Self-driven and proactive while working in a remote environment
  • Excellent communication and interpersonal skills
  • Data-savvy: able to thrive and contribute in an organization that makes decisions based on data and analyses
  • Remote with up to 20% travel to hospital client sites to onboard and work with our users; this particular role will focus mostly on west coast clients (mostly in northern and southern California)

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