Today’s emergency department and inpatient hospital settings create a challenging care environment. Hospitals struggle to meet patient expectations, waiting rooms are crowded, patients leave without being seen, patients are boarding in the emergency department, and clinicians struggle to deliver safe, quality care while documenting appropriately. We’re here to change this.

Vital is a platform for the modern hospital. Our goal is to help emergency and inpatient providers and patients make faster, safer and smarter health care decisions. We employ consumer design principles and artificial intelligence to deliver an amazing experience to our end users that drives outcomes and improves efficiency. We are building a mission-focused, inclusive, and motivated team to scale our product to more patients. Vital is backed by prominent investors in health care, and founded by Aaron Patzer and Dr. Justin Schrager.

The Role:

Client Success Manager is responsible for growth, retention, adoption, and outcomes with a defined group of partners. Health care is a relationship driven business and our expectation is that the Client Success Manager will insert themselves into these health systems, grow close relationships within them, and make them flourish. You will be the primary point of contact with our partners to ensure engagement with Vital and be an advocate to use our product to meet the organization’s patient-centered priorities (i.e., value on investment). Client Success Manager will report to the Director of Client Success, and their role will be to oversee all aspects of the relationship with our partners who are using our software as a service, from front line health care workers to executives who run the health care systems.

Responsibilities

Serve as a key member of the Client Success Team to drive the value for our client partners.
Own Joint Success Plans that align Vital to measurable client business outcomes (e.g., reduced LWBS, improved HCAHPS/ EDCAHPS, shorter LOS)
Lead outcome-focused QBRs, executive check-ins, and success reviews
Identify and escalate risks early using client data and relationship insights
Up to 25-50% travel to client sites for launches, training, executive meetings, and relationship building
Build deep, multithreaded relationships across clinical, operational, and executive stakeholders
Understand the hospital’s strategic priorities and how Vital supports those goals
Proactive approach to support activities that foster value-driven utilization of our Vital products, leading to measurable outcomes
Develop trusted relationships with key executive stakeholders, influencers, and decision makers; manage key executive meetings to establish value of investment priorities
Maintain an up-to-date level of awareness and knowledge of partners value-drivers, and deeply understand partners’ goals and objectives
Be the voice of the customer across Vital: Product, Engineering, Marketing, Sales, Leadership
Regularly monitor product utilization, identify and address any concerns area of under-utilization in real time; continuously work with staff to improve system value-driven utilization, as well as provide recommendations for growth and improvement
Actively participate with Vital’s support process to oversee and ensure prompt resolution of operational and technical issues or complaints
Be an expert on all Vital products
Other duties as assigned

Qualifications

Bachelor’s degree required; business, communication, nursing, or public health preferred
Business focused with strong analytical and relational skills
3+ years of health system customer relationship management, sales or account management related experience
RN (or former RN) with at least 1 year relevant clinical experience in an ER or Inpatient Hospital setting strongly preferred
Experience working at a startup or smaller tech company is a plus
Leadership experience preferred
Excellent critical thinking skills
Strong communication, collaborative, and organizational skills
Proactive problem solver, self motivated, takes accountability
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI, PHI in accordance with organizational policy and federal, state, and local regulations

About You

Proven growth leader
Excels in a fast paced, team based environment
Is resilient in managing difficult situations, client complaints, and serving the best interests of both our partner and Vital
Ability to gain respect and influence diverse hospital audiences including executives, senior leadership, nursing staff, technical employees, ancillary staff, etc.
Dynamic communicator, able to motivate and influence others
Customer service focused
Desire to make a meaningful impact on patient’s lives

Vital Software Inc.

Vital Software Inc.

Vital Software Inc.