Associate Director, Client Success

This role is based remotely, but it does involve regular travel to Adelaide, Australia (up to 50%).

The Company 

 Think Research is an industry leader in delivering knowledge-based digital health software solutions. Our mission is to organize the world’s health knowledge so everyone gets the best care. We create cutting-edge, evidence-based healthcare technology solutions that support the clinical decision-making process, standardize care, and improve patient outcomes. For over a decade, our cloud-based, EMR-agnostic digital tools have empowered clinicians around the world and positively impacted millions of patients across the continuum of care – including primary physician care, acute care hospitals and surgical suites as well as community and seniors care. We are proud to serve as a trusted health system partner to a rapidly growing, global client base that spans five continents across more than 13,000 healthcare facilities, with a clinical audience of over 300,000 doctors, nurses and pharmacists. If you are looking to improve patient care and are passionate about technology — look no further.

Why Us?

•  It's not every day that you have the chance to change the way your friends and family are cared for - Make an impact!

Be a part of the digital disruption happening in healthcare and do challenging, meaningful work 

We’re growing, and so will you with leaders who will support your development through mentorship and other opportunities

Collaborative, creative, dynamic and flexible work environment, with a start-up spirit

The Role 

We’re looking for a world class Associate Director, Client Success to join our team and help continue building Think Research’s success. 

The Associate Director, Client Success is a critical, customer-facing role. In this role, you will build and maintain excellent client relationships through your portfolio of clients. You will be accountable for the success of the customer, boost usage and adoption of our platform, share best practices, and continuously drive value for our clients. This is a cross-functional role that links our Sales, Development, Marketing, Delivery and Product teams to our customers through proactive account management. 

You Will Have The Opportunity To

• Provide an exceptional experience to our customers, providing strategic direction to our customers and our team, while focusing on customer adoption trends, sentiment, and mining opportunities for deeper engagement
• Act as the trusted partner for our customers - provide insights to customers to ensure that they get the most out of our platforms with the aim of helping grow our customer base at the same time
• Advocate and represent the voice of the customer to provide input into core products and product roadmap, while helping to inform our marketing and sales process
• Collaborate closely with cross-functional team members to support renewals and expansion opportunities
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Develop and deliver presentations to external clients and stakeholders with recommendations gathered for analyzing client information and data
• Track client health and status within the CRM platform and other tools 
• Oversee the operational excellence of your clients
• Support development and execution of a Client Success strategy with a cross-functional team
• Define and drive strategic quarterly goal initiatives. Monitor tracking of goal completion and progress and work collaboratively to remove barriers to goal accomplishment where feasible; responsible for overseeing goals and quarterly accomplishments for individuals on the team
• Develop, track, and report on relevant KPIs on a monthly basis
• Grow: Think Research is an exciting company, offering many opportunities for career progression

What You Will Bring

• 5 years of experience in the Health Care sector (working with healthcare clients and stakeholders) 
• 2+ years of relevant Client Success/project management or account management experience (preferably in a SaaS Software environment) 
• Exceptional interpersonal skills and the ability to deal with internal and external issues in a professional manner
• Expert in verbal and written communications with all levels of leadership
• Comfortable executing initiatives without clearly defined guidelines, bringing new solutions, and building relationships in a startup environmentStrong client service experience 
• A track record of customer happiness, success, and satisfaction.
• Experience with change management and adoption methodologies
• Confidence, with an ability communicate with a technical audience and healthcare focused sponsors
• A driven, dedicated teammate with creative ideas to inspire customer adoption
• Proven experience in building strong internal and external relationships

Think Research and all subsidiaries are proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workplace, free of discrimination and harassment.

We provide equal employment opportunities (EEO) to all employees and applicants regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We are committed to providing accommodations for people with disabilities. Should you require an accommodation, we would like to work with you to meet your needs.