Senior Enterprise Client Success Partner

Role Overview

• Manage and own the relationship with the client senior leadership team for Experity’s largest and most complicated clients.
• Meet with client management on a regular basis and build relationships at multiple levels.
• Communication cadence to include, at minimum, monthly business reviews and annual on-site leadership meetings.
• Responsible for ensuring service level commitments are met for each client.
• Coordinate and hold accountable internal service teams as necessary to ensure successful delivery of our products and services.
• Support client adherence to prescriptive best practice setup and configuration of our products.
• Monitor performance metrics and aid in identification of opportunities for improvement.
• Maintain an understanding of the urgent care business model, client workflows and common market problems.
• Provide system and industry expertise with consultative approach focused on ensuring optimal utilization and realized value of Experity solutions.
• Increase customer satisfaction by understanding business needs and supporting expanded utilization of Experity solutions.
• Elevate client relationships from vendor/partner to trusted business advisor.
• Provide revenue cycle management expertise toward ongoing process improvement and compliance initiatives.
• Responsible for working with clients to reduce recurring errors and reduce claim exceptions.
• RCM success management to include: Interpret and provide analysis of clinic financial data through key reports and revenue cycle drivers.
• Lead a monthly meeting to review accounts receivable status, KPI and accounting reports with client’s financial team.
• Support the development and ongoing management of prescriptive best practice PM system setup, EDI processes, and revenue cycle workflows.
• Collaborate with the RCM Operations and RCM Management teams to ensure client/company alliance on prioritization and approach to service delivery.
• Manage and communicate findings effectively with assigned clinics and their management staff to achieve optimum performance.
• Identify trends and carrier issues relating to billing and reimbursements.
• Report findings effectively directly to assigned clinics.
• Collaborate with other departments such as marketing, support, and product management to ensure ongoing success of client relationship with Experity.
• Act as liaison for internal and external communications with assigned clients.
• Manage ongoing conference calls and ensure a positive relationship with assigned accounts.
• Provide regular status reports and manage task lists on assigned accounts progress for all project areas.
• Support sales process with potential clients.
• Identify opportunities for selling additional solutions into client base.
• Support Sales when subject matter expertise is needed.
• Proactively nurture opportunities for references, referrals, and case studies.
• Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances.
• Other duties as assigned.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• Seven or more years of experience in a client-facing role supporting large, complex enterprise healthcare clients.
• Demonstrated experience managing executive-level relationships within enterprise health systems, multi-site medical groups, or large healthcare organizations.
• Direct experience supporting Patient Engagement (PE) solutions within healthcare technology (e.g., patient scheduling, digital intake, patient communications, reputation management, or related engagement platforms).
• Strong understanding of healthcare operations, clinical workflows, and the business drivers impacting ambulatory, urgent care, or multi-site provider organizations.
• Experience with Software as a Service (SaaS) delivery models, including driving adoption, value realization, and retention within subscription-based environments.
• Proven ability to identify and drive account growth through consultative engagement, including cross-sell and upsell motions in partnership with Sales teams.
• Experience collaborating cross-functionally with Product, Support, Implementation, Marketing, and other internal stakeholders to deliver a unified enterprise client experience.
• Experience using data, KPIs, and performance metrics to drive adoption, optimization, and measurable client outcomes.
• Preferred: Experience supporting Patient Engagement clients that do not currently use EMR or RCM solutions, with demonstrated success expanding clients into broader platform offerings.
• Working knowledge of Electronic Medical Records (EMR) and Practice Management (PM) systems and their integration with Patient Engagement platforms.
• Experience within urgent care, ambulatory care, or high-growth healthcare delivery organizations.
• Experience conducting executive-level quarterly business reviews and on-site leadership meetings.
• Background in revenue cycle operations or familiarity with financial performance metrics in healthcare environments.
• Experience supporting multi-state or national healthcare organizations with complex governance structures.

Benefits

• Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
• Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.