We are looking for a strategic and data-driven Senior Client Success Specialist to support our large enterprise accounts following the deployment of MYLE.
Your mission begins where implementation ends. You are the guardian of the operational health of our strategic clients (GMF-U, large medical groups, major healthcare institutions). Leveraging your clinical and technical expertise, you proactively anticipate disengagement risks, optimize adoption, and ensure that MYLE remains at the core of care delivery.
As a strategic partner, you ensure that our clientsâ technology investment translates into meaningful, seamless, and sustainable adoption across their entire organization.
Main Responsibilities
Strategic Leadership and Enterprise Account Management
- Manage a portfolio of strategic accounts by building long-term trusted relationships with executives and key decision-makers.
- Lead Quarterly Business Reviews (QBRs) to present performance indicators, validate overall satisfaction, and align MYLE capabilities with the clientâs clinical and operational objectives.
- Proactively monitor product usage data to identify declines in adoption or churn risks before they become critical.
- Design and execute targeted remediation plans (workshops, coaching sessions, workflow optimization).
Consultative Expertise and Clinical Optimization
- Analyze clinical processes and recommend optimized configurations within MYLE.
- Act as a subject matter expert on advanced modules (patient portal, billing, interoperability).
- Support clinics through change management initiatives related to system updates or the introduction of new features.
- Identify expansion opportunities (upsell / cross-sell) aligned with the clientâs growth strategy.
Voice of the Customer and Cross-Functional Collaboration
- Synthesize field-level needs to influence the product roadmap while respecting MEDFARâs overall strategic priorities.
- Collaborate closely with Product, Support, and Implementation teams to ensure a seamless client experience and resolve complex issues sustainably.
- Identify and mobilize client champions to strengthen MEDFARâs presence and reputation within the healthcare network.
Internal Leadership and Operational Excellence
- Act as a mentor to junior and intermediate specialists by sharing best practices in account management and product expertise.
- Contribute to the continuous improvement of Client Success methodologies and processes (e.g., follow-up automation, playbook enhancement, diagnostic tools).
- Serve as an internal escalation point for critical client situations requiring advanced expertise or mediation.
Working Conditions
- Permanent full-time position (40 hours per week)
- Hybrid work model
- Travel required to meet clients in person
- The candidate must possess a valid driverâs license and have access to a vehicle