Director Client Engagement

Laudio’s Director, Client Engagement has comprehensive knowledge of the overall Client Engagement function.  They are counted on for key decisions that impact the department and are an evangelist across the team and cross-functionally about the work we do, the impact it has, and how we evaluate and make decisions.  

They are the Laudio leader for a specific set of hospitals and health system clients, ensuring the continuation of a lasting partnership between Laudio and these health systems.  They work closely with those clients as a trusted advisor to ensure adoption, robust usage, impact, high satisfaction, contract renewal, and with some clients, expansion of Laudio to other departments and facilities. They partner with clients 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. 

WHERE YOU’LL WORK 

This position will have the flexibility to work remotely within the United States. Up to 30% travel to hospital client sites to onboard and work with our users.

HOW YOU’LL SPEND YOUR TIME 

Own the relationship with client executives for a specific set of clients:

• During implementation - in partnership with the Delivery team - and after first-user go-live, build and expand relationships with C-suite executive decision makers and influencers as the client moves from the sales process to the delivery and on-going relationship phases of their client journey. 

• Lead the client relationship once operating champions have gone live on the platform. The Director represents Laudio to the client, and is responsible for coordinating all Laudio client interactions. The Director develops valuable content for every client interaction. The Director ensures that a broad representation of client leaders (including but not limited to client CHRO and CNO) knows about Laudio and understands how the platform contributes to system strategic priorities. The Director works with Laudio Insights to bring new findings to senior client leaders. 

• The Director leads regular Enterprise Partnership Reviews (EPRs) with client leaders. EPRs may be virtual or on-site. It is optimal if one on-site executive visit is arranged annually for each strategic client.

• The Director determines the agenda for these client meetings, assembles appropriate Laudio attendees and content, and ensures EPRs drive value for client leaders. 

• The Director closely oversees and monitors measures of value promised during the Sales and Implementation processes and coordinates the delivery of reports that convey Laudio impact. The Director works closely with client leaders as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase. 

• Coordinates and oversees the logistics associated with client reference calls with prospects, as requested by Sales. 

Strategic account planning:

• Act as a consultative partner to clients by deeply understanding their operational and strategic needs. Align internal resources address key workforce challenges. 

• The Director develops a client scorecard and strategic account plan. The plan will document the client’s goals and how Laudio can best meet them, evolving as the relationship between Laudio and the client matures. The plan also includes a Field of Play that identifies and guides relationship development among key client c-suite leaders.  

• Establishes a set of processes and areas of focus to meet strategic goals, leveraging Laudio standard playbooks. 

• Establishes the rhythm of topics for EPRs, e.g. applicable Laudio Insights research, a turnover analysis at the 12 month mark or Employee Engagement analysis to support their engagement outcome goals. 

• Takes a forward-thinking mindset of how to build, refine and improve each customer’s journey. 

• Strengthen strategic relationships by conducting regular business reviews, aligning solutions to client goals, and using insights to shape expansion strategies that drive longterm retention and multiproduct revenue growth.  

• Evaluates and communicates to the EVP of Client Engagement & Delivery and to Laudio leadership the status of the client’s health and any roadblocks that need to be addresses. 

Buyer delight and customer voice: 

• The Director ensures the client’s voice is captured, documented, and shared with Laudio’s Product team, and that appropriate follow ups occur.  

1. 1. Fields, prioritizes, and communicates new development suggestions and market insight to Laudio’s Product, Marketing, and Sales teams. 

   2. Attends Product, Marketing, and Sales meetings as needed to communicate and advocate for client needs

   3. Ensures key customer contacts complete Laudio’s annual Buyer Engagement survey  

• The Director constantly looks for new opportunities for Laudio functionality across their client base and conveys market needs and trends quarterly to Product and other Laudio leaders. 

User delight and utilization: 

• The Director works with the Laudio Client Engagement Manager(s) to:  

1. 1. Ensure users are properly on-boarded/trained, nurtured, and informed throughout the client journey

   2. Proactively intervene to improve adoption, supported by tools such as adoption ladders

   3. Partners with clients to develop and deploy intervention techniques in to build Laudio utilization and value and overcome any roadblocks hindering client goals 

• Appropriately escalates product issues internally as required and communicates timing and resolution of issues to clients clearly and professionally 

Revenue, Renewals and Expansions: 

• Lead commercial efforts across assigned accounts, including contract renewals, and pricing negotiations. Collaborate with legal and finance to ensure timely and accurate execution of agreements, all while meeting revenue growth targets. 

• Identifies upsell opportunities and cultivates relationships to maximize those commercial opportunities 

• Drive revenue expansion within existing accounts by identifying and executing upsell and renewal opportunities, leveraging deep understanding of client needs and platform value to increase utilization and account growth 

• Proactively surface and qualify cross sell opportunities and seamlessly introduce appropriate sales counterparts to extend product adoption across the client’s organization, ensuring smooth collaboration between Client Engagement, Sales, and Product teams.  

Achieving key metrics including: 

• Client contract renewal, annual contract value, increasing NPS and utilization, EPR execution, expansion and cross-sell revenue, strategies in place to move users up adoption ladders, demonstration of ROI, and client expansion 

WHAT YOU'LL NEED 

• A Bachelor’s degree required or a Master’s in a related field (e.g. MBA or MPH) preferred 

• 7-10+years in a Client Engagement 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 

• 5+ years in healthcare serving hospitals / medical centers / health systems in the U.S ideally 

• Demonstrated skills include: 

• • Building and maintaining strong, long-term client relationships. 

• • Acting as a trusted advisor to clients, understanding their needs and goals. 

• • Ensuring client satisfaction and fostering client loyalty. 

• • Developing and executing strategic account plans. 

• • Aligning client goals with the company's offerings and capabilities. 

• • Proactively identifying opportunities for client growth and engagement. 

• • Managing multiple client projects simultaneously. 

• • Coordinating with internal teams to ensure timely delivery of services. 

• • Monitoring project progress and addressing any issues promptly. 

• • Effectively communicating with C-suite executives and other key stakeholders. 

• • Articulating complex concepts in a clear and concise manner. 

• • Facilitating productive meetings and discussions. 

• • Quickly identifying and resolving client issues. 

• • Developing innovative solutions to meet client needs. 

• • Proactively addressing potential roadblocks. 

• • Utilizing data to inform client strategies and decisions. 

• • Analyzing metrics to measure client engagement and satisfaction. 

• • Leveraging insights to drive continuous improvement. 

• • Leading cross-functional teams to achieve client objectives. 

• • Collaborating effectively with internal departments such as Product, Marketing, and Sales. 

• • Mentoring and guiding junior team members. 

• • Continuously refining client engagement processes. 

• • Implementing best practices to enhance the client experience. 

• • Advocating for client needs within the organization.