hc1 Insights, Inc.

Role Description As a Client Success Manager at hc1, you are the primary architect of the long-term relationship between hc1 and our Health System and clinical laboratory partners. Your number one goal is Client Retention. You will act as a strategic advisor, ensuring that clinical and business executives realize the full potential of our SaaS solutions and consulting services to drive measurable ROI. - Strategic Relationship Management - Multi-Tier Engagement: Build and nurture deep-rooted relationships across your assigned accounts, ranging from C-Suite executives (CMOs, Chief Quality Officers) to laboratory directors and administrative managers. - Alignment: Lead the "Alignment" phase of the client journey by establishing a clear Definition of Success and identifying key resources needed for a meaningful partnership. - Account Planning: Develop and execute comprehensive account strategies to improve engagement and satisfaction, ensuring hc1 remains essential to the client’s long-term business strategy. - Operational Excellence & Review Cadence - Quarterly Business Reviews (QBRs): Own the executive-level QBR process. You will prepare and present structured reports on adoption, performance against SLAs, and—most importantly—demonstrated clinical and financial ROI. - Monthly Operational Reviews: Facilitate regular touchpoints with software users to ensure day-to-day system effectiveness, review AI-powered care gap alerts, and drive feature adoption. - Internal Account Stewardship: Manage monthly internal reviews of your client portfolio to update leadership on account health, potential risks, and strategic opportunities. - Product Advocacy & Growth - The Feedback Loop: Serve as the "Voice of the Customer," gathering feedback via QBRs, CSAT, and NPS surveys to influence the hc1 product roadmap. - Upsells & Renewals: Proactively identify expansion opportunities where hc1’s Ops IQ, Source IQ, or Clinical IQ platforms can solve emerging client challenges. You will partner with the Growth/Sales team to ensure seamless contract renewals. - Training & Enablement: Ensure high platform "stickiness" by coordinating training for new users via the hc1 Academy and rolling out new functionality. - Data-Driven Account Management - Client Universe CRM: Maintain real-time accuracy of client data, contract details, and health status (Red/Yellow/Green) within our proprietary CRM, Client Universe. - Value Delivery: Use data to prove outcomes such as 30–50% reductions in unnecessary blood transfusions and 40% improvements in care gap closure rates. Qualifications - Experience: 5+ years in a SaaS Client Success or Account Management role, preferably within the healthcare, health-tech, or laboratory diagnostic space. - Domain Expertise: A strong understanding of hospital lab operations, healthcare clinical workflows, and the financial drivers of US Health Systems. - Executive Presence: Proven ability to command a room of clinical executives and translate complex data into a compelling "ROI story." - Technical Proficiency: Comfortable navigating complex data environments and using CRM tools (like Client Universe) to track KPIs and account health. - Proactive Mindset: You don’t wait for a support ticket to reach out; you anticipate client needs and identify risks before they impact retention. Requirements - Net Revenue Retention: Your primary measure of success. - Client Health Score: Maintaining positive "Green" status across your portfolio in Client Universe. - Product Adoption: High usage rates across key features of the hc1 IQ Platform. - CSAT/NPS: Direct feedback from your executive and administrative sponsors.

Role Description The Strategic Sourcing Manager is a key player in delivering on Quality, Cost and Growth objectives of our clients. They will provide expertise in and oversight of complex laboratory supply chain projects and initiatives to deliver maximum value creation for our clients. The role focuses mainly on laboratory diagnostic technology and capital equipment, clinical laboratory support services, financial analysis for executive decision support, physician engagement, developments in laboratory technology, and quality and regulatory requirements. They will be part of the strategic sourcing service line, supporting health system clients in collaboration with direct team members as well as other service lines. They will demonstrate the fundamentals in providing excellent client relationship management and driving value. - Partner with clients to identify and deliver savings, and quality and process improvements in accordance with client and business objectives - Develop a strong understanding of client's business needs and challenges in order to create, maintain, and refresh the pipeline of opportunities - Lead competitive sourcing processes, RFPs, supplier selection, capital acquisition, negotiation, financial analysis, and contracting - Manage client relationships through building trust, communicating clearly, setting and meeting expectations, and applying change management practices - Build and maintain a strong command of clinical laboratory technology, market changes, and product development, leveraging continuous learning in identifying opportunities at clients - Leverage colleagues and subject matter experts to identify opportunities, accelerate project execution, and increase technical understanding - Advance the project management, market intelligence, and technology tools, as well as operational metrics and performance measurement - Collaborate across service lines to initiate project opportunities at clients across the portfolio and build your own subject matter expertise - Present subject matter expertise to the wider team to drive understanding and new initiatives - Promote and secure client engagement extensions, and additional business - Complete other duties as assigned Qualifications - Bachelor's Degree in business, engineering, or science major preferred - 3+ years of experience in supply chain management - Experience in project management with multiple full lifecycle Supply Chain Strategy engagements - Success in strategic sourcing and contracts, production planning and capital analysis - Proficiency in the use of analytics to measure and improve efficiencies and collaboration - Proven experience in operational improvements, business case development, change management, and performance measurements