Vice President, Client Partner
Department: Client Delivery – Client Success
Location: Remote
FLSA Status: Exempt
People Leader: Yes – approximately 1–2 direct reports
Travel: 50–75%
Summary
Company Summary
Accuity partners with hospitals and health systems through a technology-enabled, physician-led model that improves clinical documentation integrity, coding accuracy, reimbursement optimization, and quality outcomes.
Job Summary
The Vice President, Client Partner is a senior client leadership role responsible for the success of Accuity’s largest and most strategic health system relationships. This role serves as a trusted advisor to client executives, ensuring Accuity delivers against contractual commitments, performance expectations, and strategic objectives while identifying opportunities to strengthen the partnership and expand client value.
The Vice President, Client Partner owns the overall health of assigned client relationships, including client satisfaction, revenue retention, account growth, executive engagement, issue resolution, and renewal activities. The role works closely with Client Delivery, Sales, and other cross-functional leaders to align Accuity resources around client priorities and drive consistent execution.
As a people leader, the Vice President, Client Partner also leads a small Client Success team supporting day-to-day account management and client coordination. Success in the role is measured through outcomes including account revenue retention, incremental revenue growth, client satisfaction/NPS, client reference readiness, and achievement of agreed client and Accuity performance objectives.
Responsibilities
Client Partnership and Executive Relationship Management
• Serve as the senior relationship owner for assigned strategic health system clients.
• Build and maintain trusted relationships with client C-suite executives and other key decision-makers across complex, matrixed organizations.
• Develop a deep understanding of each client’s organization, priorities, operating environment, business objectives, and evolving needs.
• Position Accuity as a strategic partner by proactively identifying opportunities to create additional value and support client goals.
• Maintain visibility into overall client sentiment, satisfaction, organizational changes, and potential relationship risks.
• Support client reference readiness and strengthen long-term advocacy for Accuity.
Client Delivery and Operational Excellence
• Ensure seamless delivery of Accuity solutions in alignment with contractual commitments, client expectations, and established client and Accuity KPIs.
• Partner with Client Delivery and operational leadership to establish effective processes, milestones, success criteria, and performance expectations.
• Monitor client performance and identify opportunities to improve service delivery, outcomes, reporting, processes, and the overall client experience.
• Coordinate cross-functional resources to address performance gaps and execute improvement initiatives.
• Maintain accountability for timely resolution of client concerns and escalations.
• Lead significant client issue escalation and resolution efforts in partnership with appropriate operational and executive leaders.
Leadership and People Management
• Lead, coach, and develop a small Client Success team of approximately 1–2 employees responsible for supporting day-to-day account activities.
• Establish clear priorities, expectations, and accountability for team members supporting assigned client relationships.
• Ensure effective coordination between the Client Success team and Client Delivery, Sales, Finance, and other internal stakeholders.
• Provide direction and support to team members managing routine client communication, account maintenance, follow-up activities, and issue tracking.
• Foster a collaborative, accountable, and client-focused team environment within Accuity’s fully remote organization.
Account Retention and Growth
• Maintain accountability for client retention and the long-term health of assigned accounts.
• Partner with Sales leadership to identify, evaluate, and pursue opportunities for incremental account growth.
• Lead or coordinate client renewal activities and contract negotiations in partnership with Sales, Finance, Legal, and other appropriate stakeholders.
• Provide informed input into account forecasting, pipeline, and funnel activities.
• Identify potential competitive threats, client risks, and changing market conditions that could affect retention or growth.
• Translate knowledge of client priorities into opportunities to expand the strategic value of Accuity’s partnership.
Cross-Functional Collaboration
• Work across multidisciplinary internal teams to align resources and priorities around client needs.
• Partner with executive and operational leadership to drive decisions and improvements that benefit both the client and Accuity.
• Communicate client priorities, risks, opportunities, and performance trends clearly to internal stakeholders.
• Influence outcomes across teams and functions where direct authority may not exist.
• Provide leadership and strategic context during complex client decisions, escalations, and improvement initiatives.
Strategy and Planning
• Establish strategic account priorities, key milestones, and success measures for assigned clients.
• Develop proactive approaches to strengthening client relationships and improving account performance.
• Monitor the healthcare and mid-revenue-cycle landscape to anticipate client needs, competitive activity, and emerging opportunities.
• Use client, operational, and financial information to inform account strategy and recommendations.
• Balance immediate client needs with longer-term relationship, retention, and growth objectives.
Other Duties as Assigned
• Perform other job-related duties as assigned based on business needs.
Qualifications
Education and Credentials
• Bachelor’s degree in Business, Healthcare Management, or a related field required.
• Advanced degree such as an MBA or MHA preferred.
Experience
• Minimum of 10 years of progressive healthcare revenue cycle experience, with experience in Clinical Documentation Integrity (CDI), Health Information Management (HIM), or other mid-revenue-cycle services preferred.
• Demonstrated experience managing complex, strategic health system relationships and developing trusted partnerships with C-suite executives in highly matrixed organizations.
• Proven track record of driving client retention, account growth, contract renewals, and service performance in partnership with operational and cross-functional teams.
• Prior people leadership experience, including coaching and developing professional team members and influencing teams beyond direct reporting relationships.
Core Competencies
• Executive Communication: Communicates complex information clearly, confidently, and appropriately with C-suite executives, internal leaders, and cross-functional partners.
• Executive Presence: Builds credibility and trust with senior stakeholders and represents Accuity effectively in high-visibility client situations.
• Client Partnership: Demonstrates a strong client orientation while balancing client needs with Accuity’s contractual, operational, and business objectives.
• Strategic Thinking: Connects client priorities, operational performance, market conditions, and business opportunities to develop effective long-term account strategies.
• Business Acumen: Understands financial, operational, and commercial considerations and applies sound judgment to client and business decisions.
• Analytical Problem Solving: Uses data, business context, and structured analysis to identify root causes, evaluate alternatives, and recommend practical solutions.
• Stakeholder Management: Navigates complex organizations effectively and builds productive relationships across multiple levels, functions, and perspectives.
• Influence and Collaboration: Mobilizes cross-functional teams and drives alignment even when direct reporting authority does not exist.
• Leadership and Talent Development: Sets clear expectations, provides coaching and feedback, and creates accountability while developing a high-performing team.
• Judgment and Decision-Making: Makes timely, thoughtful decisions in complex or ambiguous client situations and appropriately escalates significant risks.
• Accountability and Execution: Maintains ownership of commitments and drives activities through completion with appropriate urgency and follow-through.
• Organization and Prioritization: Effectively manages multiple strategic client priorities, competing demands, deadlines, and stakeholders.
• Adaptability: Responds constructively to changing client needs, organizational priorities, and market conditions.
• Remote-Work Effectiveness: Operates independently and maintains strong communication, visibility, responsiveness, and collaboration within a fully remote organization.
• Customer Experience Orientation: Consistently evaluates people, processes, and technology through the lens of improving the end-to-end client experience.
Additional Requirements
1) Physical Requirements: The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodations. Unless otherwise indicated, Accuity positions require interaction with people and technology while either sitting or standing. Employees must be able to communicate via phone, email, etc. and sit for extended periods of time, with or without reasonable accommodations. Physical effort and exposure to physical risk are limited to that of an office role / environment.
2) Position and Employment Statement: While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from a job and to assign other duties as necessary and at any time. All positions at Accuity Delivery Systems, LLC, are at-will employment, and a position description is not a guarantee of a job or of job responsibilities.
While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from a job and to assign other duties as necessary and at any time. All positions at Accuity are at-will employment, and a position description is not a guarantee of a job or of job responsibilities.