Role Description The Director, Client Success, is accountable for driving high levels of client satisfaction that promote retention and account growth. The Director serves as a trusted advisor between client and Accuity and proactively manages performance both client-facing and internal. Key responsibilities include: - Collaborate with Operations to develop processes to achieve expected outcomes. - Understand the problems and challenges of clients and identify ways Operations can better address those needs. - Establish processes to support escalation engagements. - Plan and prepare for all client-facing performance read-outs by involving appropriate cross-functional teams, obtaining and analyzing reporting, and developing meaningful insights for the client. - Define schedules, key milestones, and success criteria. - Proactively identify potential risks and recommend proper mitigation. - Identify key contacts at client sites to improve and foster effective and prompt communications. - Develop and nurture relationships with key client stakeholders to position Accuity optimally for account retention and growth. - Identify revenue risk/growth opportunities. - Identify opportunities for expansion. - Provide input to forecasting and funnel activities. - Monitor and assess activities of our competitors to proactively satisfy and retain our clients. - Perform miscellaneous job-related duties as assigned. Qualifications - Bachelor’s degree in Business or Healthcare. - Advanced degree preferred (MBA, MHA). - Minimum of 5 years of experience in Healthcare, preferably in HIM, CDI Operations or vendor experience serving provider organizations. - Experience owning client-facing relationships highly preferred. - Experience in a technology supported services business preferred. - Experience in a related role in Revenue Cycle including extensive knowledge of Health Information Management and/or Clinical Documentation Improvement preferred. Requirements - Passionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-end. - Proven experience managing a Customer Success program with a services organization. - Knowledge of the healthcare marketplace. - Ability to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth execution. - Experience with mitigating challenging customer complaints using a logical, systematic, customer-centric process. - Ability to interact at all levels up to and including Senior Executives. - Ability to travel to customer sites (up to 75%). - Ability to use a PC in a Windows environment, including Microsoft Suite products. - Independent, focused individual able to work remotely or on-site. Company Description Accuity partners with hospitals and health systems through a technology-enabled, physician-led model that improves clinical documentation integrity, coding accuracy, reimbursement optimization, and quality outcomes.

• Build customized customer journeys in Marketing Cloud • Collaborate with stakeholders across the company for customer-facing communications • Optimize the email platform as a subject matter expert • Perform technical production and deployment activities in SFMC

• Meet with clients to understand project goals and requirements for technology implementation. • Schedule weekly project status calls and share detailed project plans with deliverables and deadlines. • Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates. • Liaise with technology teams on integration requirements and facilitate communication with client stakeholders. • Collaborate with clients to compile content and visual elements for implementation. • Review client-provided content and recommend improvements based on platform capabilities. • Configure client and journey-specific elements within the technology platform. • Brief internal teams on journey builds or build approved journeys and content within the platform. • Support testing, feedback cycles, and final edits prior to go-live. • Create bespoke showcase journeys for training and internal engagement. • Liaise with internal studio teams on design and content requirements, including quotations and deliverables. • Deliver platform training and coaching to client project teams. • Investigate and resolve platform-related questions and queries. • Handover accounts to Account Managers post-implementation. • Provide insights on additional journey opportunities and future roadmap planning. • Track time accurately in project management tools against client and project codes. • Establish and manage project scope, timelines, resources, and budgets. • Contribute to proposals, quotes, and project documentation. • Schedule and lead project kickoff meetings and ongoing check-ins. • Assign tasks, monitor progress, and remove project roadblocks. • Validate deliverables for accuracy and quality. • Communicate progress updates and deliver final project summaries to clients.

This is a position within Keller Executive Search and not with one of its clients. The Senior Customer Experience Manager will lead the customer service strategy and execution, focusing on enhancing the experience of clients and candidates throughout the executive search lifecycle. Key Responsibilities • Develop and implement customer experience strategies aligned with company goals. • Lead and mentor a team of customer service professionals, fostering a culture of excellence. • Monitor performance metrics and KPIs to continuously improve service delivery. • Collaborate closely with cross-functional teams including sales, delivery, and research to ensure seamless client and candidate experiences. • Manage budgets, vendors, and resource allocation effectively. • Establish and maintain policies and procedures in compliance with regulatory standards. • Provide actionable insights and reports to senior leadership to inform decision-making. • Identify risks and develop mitigation strategies to uphold service quality and protect company reputation.