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Hi. We’re Hummingbird.

We’re a health technology services company with a mission to improve healthcare by better leveraging existing technology. We’re elevating the patient experience by reimagining how patients access care and how healthcare providers leverage their Epic platform. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Client Success Executive at Hummingbird, you will guide customers through our comprehensive service model, starting with initial assessments and roadmap creation (Benchmark), progressing through strategic improvement projects (Improve), and culminating in managed services operations (Operate). In this role, you will oversee the entire client lifecycle, customizing strategies and approaches for each phase. You will be responsible for scoping and developing proposals and pricing to support the lifecycle plan, ensuring the delivery of Benchmark commitments, providing executive oversight for all Improve engagements, and leading executive decision making around operating approach.

Responsibilities

Project Leadership

• Scope and lead comprehensive Benchmark and Improve projects, setting timelines, and holding project teams accountable.

• Serve as the Engagement Leader for Benchmark projects and the Engagement Executive for Improve projects and operations activation, providing strategic direction and leadership.

• Act as the primary liaison for customer Executive Sponsors, fostering strong relationships and ensuring alignment with customer objectives.

• Orchestrate cross-functional teams to achieve project milestones, ensuring seamless integration of efforts across departments.

• Proactively identify, assess, and mitigate risks, resolving issues swiftly to maintain project momentum and deliver superior outcomes.

Client Lifecycle Management

• Manage the client lifecycle through Benchmark, Improve, and Migration-to-Operate stages, delivering tailored strategies that drive client success.

• Lead high-level executive discussions, designing and proposing strategies that align with and advance customer goals.

• Collaborate with Account Executives from the Growth (business development) team to develop strategic account plans and identify expansion opportunities.

• Partner with Operations Activation Program Leads and service line leadership to manage and optimize operations activation.

• Ensure exceptional client satisfaction and retention by delivering consistent value and maintaining strong client relationships throughout all lifecycle stages.

Proposal Development & Sales Engineering

• Write, develop, and deliver proposals that articulate the transition from Benchmark to Operate for clients.

• Create detailed Improve proposals as critical milestones within the broader client engagement strategy.

• Collaborate closely with Performance Transformation to integrate service components that maximize economic value for both customers and Hummingbird.

• Ensure proposals are strategically aligned with the account plans developed with Growth Account Executives.

• Present proposals to clients with a compelling narrative, emphasizing the benefits and strategic value propositions.

Benchmark Deliverables

• Take accountability for all Benchmark engagement deliverables, ensuring they meet the highest standards of quality and relevance.

• Coordinate cross-functional efforts to ensure customer alignment and active involvement at each critical stage.

• Develop and lead insightful presentations and proposals, leveraging the expertise of the Value and Insights team.

• Facilitate complex discussions on budgeting and FTE transitions, supporting pro forma development and ensuring financial viability.

• Guarantee the timely and accurate completion of all Benchmark deliverables, exceeding client expectations and fostering long-term partnerships.

Required & Desired Skills

Required Skills and Experience

• Demonstrated experience in leading large-scale customer success or client management roles, particularly within complex, multi-phase projects.

• Exceptional project management skills with a proven track record of delivering highly complex projects on time and within budget.

• Superior communication and presentation abilities, capable of engaging with senior executives and diverse stakeholders.

• Strong capability in developing strategic, comprehensive proposals and managing intricate client relationships.

• Extensive experience in leading and coordinating cross-functional teams to achieve unified project objectives.

• Expertise in developing and articulating economic value propositions that drive client and organizational success.

Desired Skills and Experience

• Extensive experience in the healthcare IT industry, particularly within large, complex organizations.

• Deep familiarity with Patient Access and/or Epic operations and their impact on overall healthcare delivery.

• Strong knowledge of performance transformation methodologies and their application in improving client outcomes.

• Advanced analytical and problem-solving skills, with the ability to navigate complex scenarios and deliver innovative solutions.

The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.