At Janus, we believe in a world where healthcare functions efficiently. Join us on our mission to improve the lives of administrative workers and fundamentally change the way work is done. Our team is building a world-class process improvement platform to help healthcare providers generate more cash with less resources.

Our employees are our greatest asset, and we are passionate about creating strong culture with deep purpose. We are entrepreneurial and focused, yet humble, empathetic and inclusive. We value the individual and tackle problems as a team. The best idea wins, and teams celebrate together.

Summary

The Director of Customer Engagement is responsible for making sure customer needs are being met and understood by each department in the company. They design and execute programs aligned with Janus Health and customer initiatives to deliver business-aligned outcomes. They collaborate with subject matter experts, and key stakeholders to develop program strategy to achieve the program’s vision and objectives. In addition, they are responsible for understanding the customer's goals & strategic objectives, operational environment and constraints, and innovating solutions and services to achieve or surpass those goals, and contractual obligations.

Responsibilities

• Serve as the lead point of contact for all customer account management matters

• Responsible for developing account management plan to maximize value for our customers and to maximize revenue for Janus through upsell / cross sell / and renewal opportunities

• Building and maintaining strong, long-lasting customer relationships

• Own the overall customer experience and responsible for customer referral sources

• Accountable driver of effective relationships and ensure the successful implementation and delivery of Janus programs

• Clearly communicate the progress of monthly and quarterly initiatives to internal and external stakeholders

• Forecast and track key account metrics

• Ensure strong effective relationships with customer senior leadership and key internal operational leaders, to best understand the customer's goals, operational environment, and strategic initiatives

• Facilitate cross-functional collaboration with stakeholders to establish vision, objectives, and program strategy

• Actively seek out and solve for barriers / problems / risks to successful delivery of program objectives

• Participate and facilitate Quarterly Business Reviews and other program discussions

• Provide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services

• Exhibit an excellent understanding of customer issues and how to apply the appropriate Janus products to convert identified issues into solution opportunities

• Regularly provide updates on work progress, obstacles and blockers, and overall performance with execution and progress toward delivery

• Provide clear expectations and follow up to ensure progress and overcome roadblocks

• Drive a performance-based culture through accountability and foster leadership, strategic thinking, and business acumen on the team

• Partnering closely with cross-functional team members to ensure Janus deliverables are timely, high quality, and within scope of the SaaS Agreement

• Owning customer relationships and building trust through delivering on promises and anticipating customer needs

• Identify and manage risks associated with projects; advise strategic decision-making for Janus and customer executive leadership

• Overseeing customer meetings ensuring performance and opportunities are clearly communicated and follow up items are executed upon with a sense of urgency

• Partnering closely with Janus Implementation and cross-functional team members to ensure Janus deliverables are timely, high quality, and within scope of the SaaS Agreement

• Ensure customer satisfaction, product utilization, and proactively course correct to ensure contractual commitments are delivered on time

• Use product and deep RCM domain expertise responsible for driving customer revenue and cost opportunities

• Prepare agendas and create content for customer meetings including performance and opportunity reviews

• Clearly communicate the progress of monthly/quarterly/annual customer initiatives to internal and external stakeholders

• Work closely with the growth team on sales opportunities

• Partner with Marketing and Product to relay customer feedback relative to our capabilities and messaging

Please note that this job description is not intended to be an exhaustive list of all responsibilities, expected outcomes or qualifications associated with the role. Janus reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice.

Qualifications

· Bachelor’s degree, or related field; or equivalent work experience.

· Self-motivated, persuasive, and proactive team player with innovative ideas to inspire team members and customers

· Demonstrated success developing customer strategy and driving results

· Comfort leading cross-functional teams and creating and delivering executive level presentations

· Excellent communication and interpersonal skills. Proven experience building strong internal and external relationships

· Strong analytical and problem-solving skills; does not make excuses

· Comfort in ambiguity while remaining focused on Janus’ mission and values

· Has fun, celebrates success, and contributes to a positive culture

· Experience working at health system or healthcare technology company preferred

· Experience working at a software as a service (SaaS) company preferred

· Experience working in a high growth environment preferred

Travel Requirements

This role has domestic travel requirements. These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel.