• Serve as the day-to-day lead and trusted advisor for your clients, managing questions, workflow support, and operational escalations with ownership and follow-through
• Drive adoption and activation, helping clients get the most from Heartbeat and move their programs forward
• Build clinical and operational buy-in with client stakeholders, and surface risks and opportunities early
• Lead client business reviews, performance discussions, and success planning to ensure goals are met and exceeded
• Partner closely with your VP/SVP of Strategic Accounts on renewal readiness, expansion identification, executive narratives, and issue resolution, while they lead commercial strategy and high-severity escalations
• Track and analyze key performance metrics to identify opportunities for workflow optimization and improved patient and client experiences
• Gather and synthesize client and product feedback to inform internal roadmaps and strategic initiatives
• Design and implement process improvements that increase efficiency, scalability, and client retention
• Act as a leader and role model within Client Success by sharing best practices, supporting teammates, and helping onboard new colleagues
• Contribute to departmental goals, planning, and capacity discussions to support company growth