Customer Success Division Leader

The primary goal of the Customer Success Division Leader is to ensure the Kan Time customer’s best practice application of the HH Enterprise solution through a variety of strategies that include (but are not limited to):

Customer Success Division Leaders must maintain a high level of regulatory knowledge by attending state and federally produced webinars, training sessions, and educational events (when travel permits). The purpose of this initiative is to gain industry knowledge and communicate to all areas of the Kan Time organization on how to apply existing solutions or propose system enhancements to meet regulatory requirements.

CSDLs are responsible for quarterly eLearning materials (educational videos, user manuals, FAQs, etc) and play a large role in the education of Kan Time customers regarding quarterly release features.

Customer Success Division Leaders will coordinate and participate in all User Outreach Events including User Advisory Board, User Steering Committee, and the annual User Conference.

The Customer Success Division Leader is the primary client advisor for an assigned list of Kan Time agencies. This individual provides strategic alignment of the Kan Time expansion and retention objectives within each assigned account. The Customer Success Division Leader is also responsible for developing and maintaining C-suite and senior-level relationships for assigned accounts.

The Customer Success Division Leader is considered the subject matter expert in their division (Pediatric Nursing) and prides themselves in working collaboratively with the Sales, Customer Support, and Development teams to ensure consistent demonstration of value-add. The Customer Success Division Leader role is focused on achieving outstanding client satisfaction and reference-ability ratings, user adoption and relationship expansion, and account retention.

• Establish and maintain a clear understanding of the client’s business in order to drive continued utilization and adoption of Kan Time solutions for assigned accounts. This includes:
  • User outreach campaigns to gauge the level of utilization and facilitate training for solutions implemented
  • Identification of adoption barriers and threats, and creating actionable and measurable plans to proactively address
  • Establishing new relationships within the user community and ensuring regular touchpoints with existing users
  • Understanding of operations roadmap, priorities and key operational activities for assigned accounts
• Collaboration with the Sales, Customer Support, and Development teams to ensure client’s contractual contingency items and requests are being fulfilled
• Responsible for ensuring the overall quality of all account engagements, applying knowledge of industry trends and best practices and suggesting alternative solutions/approach when appropriate in order to meet client objectives most effectively
• Creation and management of annual account plans focused on account retention long term, expansion of new business and expansion of C-suite and senior-level account relationships. Account plan should include at a minimum:
  • Client’s annual strategic objectives
  • Kan Time’s strategic objectives and quarterly tactics to grow new sales as well as expand relationships
• Point of contact for issues raised by assigned customers - all issues should be collaboratively reviewed by Customer Success Division Leader, Customer Support, and Development (if needed)
• All other duties as assigned

• Bachelor’s degree (Master’s degree is preferred) in a related field OR related experience
• Minimum of 5+ years relevant client management and consulting experience
• Minimum of 5+ years relevant experience, preferable within a Pediatric Nursing home health or hospice organization
• Prior experience with Kan Time applications is a plus
• Working knowledge of home health and/or hospice operations
• Demonstrated ability to establish credibility and lead as a trusted advisor to director-level and above positions in order to influence decisions at all levels of an organization
• Ability to clearly define and…