As a key member of the ResidencyCAS Team, the Client Success Director plays a critical role in driving the success of residency programs, ensuring effective adoption, and empowering a growing community of users. This position involves collaborating with various internal teams and consulting with association partners to deliver an exceptional experience that supports the success of applicants and the physicians of tomorrow. The Director will be responsible for cultivating long-term relationships, creating impactful onboarding experiences, and driving program engagement to maximize outcomes.

Responsibilities:

• Serve as a Trusted Advisor: Provide strategic guidance to specialty-specific association partners, cultivating long-term relationships and offering expert advice to enhance program success.
• Oversee Onboarding: Lead the onboarding process for new residency programs, ensuring smooth transitions, effective adoption, and alignment across all organizational levels.
• Manage Customer Expectations: Set clear customer expectations, communicate with internal teams to ensure onboarding tasks stay on schedule, and proactively identify and mitigate risks to avoid delays.
• Project Management: Lead and manage multiple products and projects simultaneously, ensuring timely delivery, successful outcomes, and delivering product demonstrations to key stakeholders.
• Drive Change Management: Manage change processes across all levels, from executive teams to end-users, ensuring alignment and buy-in to new systems and processes.
• Tailored Communications: Develop and execute communications that resonate with diverse audiences (e.g., medical schools, applicants, program administrators) to ensure clarity and drive engagement.
• Identify Community Needs: Leverage industry expertise to assess the needs of the community and recommend actionable solutions, including product enhancements or additional support
• Collaborate with Stakeholders: Gather feedback and insights from stakeholders to shape the evolution of our offerings, ensuring they align with community needs and objectives.
• Maximize Service Adoption: Identify opportunities to increase service usage and guide stakeholders on how to fully leverage available tools and features to meet their goals.
• Deliver Value: Help stakeholders at all levels, from Clerkship Directors to Program Directors, recognize the value and impact of services provided.
• Analyze Performance: Regularly assess service performance, usage data, and user feedback to identify areas for improvement and optimization.
• Ongoing Training & Support: Provide continuous training and support to ensure ongoing engagement, satisfaction, and successful use of our services.
• Track KPIs: Monitor and report on key performance indicators (KPIs) to evaluate the success of implemented programs and services, using data to inform decision-making.
• Facilitate Continuous Improvement: Propose updates or new features to meet emerging needs in the medical education and specialty training sectors, fostering ongoing innovation.

Position Requirements:

• 3+ years in Graduate Medical Education working with Residency Program(s)
• Knowledge of Liaison solutions and services (CAS, WebAdMIT, etc.) a plus
• Strong analytical skills, including understanding and troubleshooting software product configurations
• Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively to a variety of audiences.
• Proven experience working cross-functionally within an organization and collaborating with teams across all levels.
• Highly organized, with the ability to prioritize and manage multiple responsibilities and projects while meeting deadlines.
• Must be able to travel (site visits, conferences, etc.) 2-3 times per quarter
• Bachelors Degree or higher a plus
• Comfortable performing on-site client work, including travel and in-person consultations.