At RevSpring, the Client Success Performance Specialist ensures our healthcare clients realize the full value and patient impact promised by our Omnichannel Patient Engagement solutions. This role bridges implementation and long-term success by blending data analysis with consultative strategy, serving as an analyst and performance advisor at the intersection of Product, Solution Engineering, and Implementation.
What You'll Do
- Compile and analyze client performance data across omnichannel products (e.g., email, text, voice, chat, IVR) to ensure workflows meet benchmarks and patient engagement KPIs.
- Proactively monitor account health for underperformance indicators and research root causes, whether technical configuration issues or strategic misalignment.
- Act as an advisor, recommending technical, workflow, and messaging modifications to engagement strategies to improve patient response rates and outcomes.
- Work with Pre-Sales Solution Engineers and Implementation Support to design and recommend remedies aligning the solution with client business goals.
- Lead performance reviews, delivering difficult news regarding underperformance and pivoting conversations toward actionable, research-backed remedies.
- Prepare performance audits and impact reports for high-level stakeholders, presenting data-driven recommendations to internal and client-side C-suite leadership.
What We're Looking For
- Ability to synthesize complex datasets and identify trends; proficiency in Excel or BI platforms.
- Exceptional ability to translate data into a 'story' for the client, offering strategic advice to improve patient engagement results.
- Professional maturity and executive presence necessary to navigate C-suite interactions and manage high-pressure conversations.
- Proven ability to navigate cross-functional teams (Product, Sales, Engineering) to advocate for the client and resolve performance gaps.
- Exceptional verbal and written communication skills, with a focus on articulating the 'why' behind recommended strategy changes.
- 3+ years in a client-facing consultative role, such as Customer Success, Account Management, or Healthcare Consulting.
Nice to Have
- Knowledge of Patient Experience (PX) strategies and healthcare communication standards.
- Familiarity with how different channels (SMS, IVR, Email, Chat) interact to create a cohesive patient journey.
