Client Engagement Director
Remote • Full-Time
About the job
Amplifire, headquartered in Boulder, CO is the leading adaptive eLearning platform built from discoveries in brain science. It detects and corrects knowledge gaps and misinformation that exist in the minds of all humans. It allows people to master faster, retain longer and perform better. Healthcare, education, and Fortune 500 companies use Amplifire’s patented learning algorithms, knowledge analytics, and diagnostic capabilities to drive improved outcomes with significant returns on investment.
Through its Healthcare Alliance community initiative, Amplifire partners with an expanding group of leading healthcare systems and organizations to improve care and reduce patient harm. Beyond healthcare, Amplifire partners with firms in Accounting and Professional Services, and a range of other industries.
Description:
We are seeking a Client Experience Director (CED) who will be the key strategic point of contact with our enterprise clients, partnering with them to secure and grow their annual recurring revenue. This person will collaborate closely with internal colleagues including Implementation, Client Success, Product, Analytics, and Marketing to ensure we are solving problems and delivering value.
Responsibilities:
- Coordinate and lead strategic Executive Business Reviews (EBRs), leveraging a targeted agenda and an audience of multiple stakeholders to identify risks to the relationship, opportunities for growth, and to continually advance our partnerships.
- Become a trusted advisor to our key program owners, while proactively building new relationships with leaders, decision-makers and influencers throughout the organization.
- Develop, update, and own comprehensive account plans, incorporating contributions from the CSM to ensure that we are meeting these clients’ measures for success, to design and map strategies for expanding our presence across the organizations.
- Identify opportunities, conduct internal Key Opportunity Reviews, define Mutual Action Plans, and execute contractual sales to meet renewal and expansion goals for Amplifire products and services within assigned client organizations.
- Collaborate with CSMs to identify client success stories and secure client approval to refer to Marketing to be shared across channels: webinars, speaking engagements, case studies, etc.
- Champion the voice of our clients and their needs with our Product team, providing specific feedback around new features and enhancements that will drive better outcomes.
- When necessary, support Sales efforts to new clients by providing an expert perspective that draws on insights about client success stories, best practices, and content strategies.
Required Experience and Skills:
- Bachelor’s degree from a four-year college or university
- Five (5) or more years of account/client management experience
- Demonstrated revenue growth planning and success in previous roles
- Preferred: Three (3) or more years of healthcare sector experience, ideally working within hospitals and health systems, or with such organizations as a vendor or service provider
- Preferred: Effectiveness in discussing a wide range of clinical and non-clinical subjects that are relevant to hospitals, health care professionals and administrators, and other organizations that participate in the Healthcare Alliance
- Proven interpersonal and teamwork skills and interest in a highly collaborative and fast-paced, solution-oriented environment
- Excellent communication, presentation, facilitation and problem-solving skills, with a client-first mindset
- Ability and willingness to travel 20 – 30%, including time spent in Amplifire’s Boulder headquarters if not based in that location
- Experience with customer success tools and CRM platforms (e.g. HubSpot, Gong) is a plus.
Additional Qualifications
- Must have managed a book of business with a total ARR of at least $1M
- Experience with enterprise and strategic accounts with an ARR of at least $250K per account
- Have directly owned both client renewals and expansions in previous roles
- Have led direct ERBs with decision-makers
- Have sold or supported Hospital Systems and healthcare systems (a plus)
Salary
$110,000 – $145,000 annually
Benefits
We offer a comprehensive benefits package, including but not limited to Health, Dental, Vision, Life Insurance, Short Term Disability, Long Term Disability, 401(k) with a match, Flexible/Open PTO Plan, and paid holidays.
Disclaimer: The job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time with or without notice.
To Apply
Interested candidates should send a resume and cover letter to careers@amplifire.com.
