Director of Customer Success

Director of Customer Success

Requirements

• Bachelor’s degree in business, science, technology, or healthcare administration field
• 10+ years of professional experience building and maintaining customer relationships
• 3+ years of professional experience building and scaling customer success teams
• 5+ years of demonstrated experience in administering and/or implementing a medical claims, healthcare data management, or similar SaaS/cloud-based product
• 5+ years of experience working with Salesforce or equivalent CRM system
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models
• Self-starter with a proactive work ethic and an entrepreneurial and accountable mindset
• Ability to work both independently and collaboratively in a team-focused environment
• Ability to align a team to goal-based activities in a fast-paced and dynamic environment
• Ability to work on multiple projects, define tasks, and assign priority levels with minimal supervision to meet deadlines
• Data-driven and analytical; able to use data to measure the impact of solutions on the business to help drive adoption and ROI
• Ability to solve complex, multidisciplinary problems in an analytical and data-driven manner, and implement solutions while driving business growth
• Ability to ruthlessly prioritize to execute key projects within set timelines with multiple competing demands
• Desire to take ownership of challenges or problems and solve them autonomously
• Ability to persuade others and create a compelling point of view and defend it with customers and internal stakeholders
• Sense of timeliness and urgency to address issues and resolve them expeditiously in an ambiguous and dynamic environment
• Exceptional attention to detail, relationship building & problem-solving skills with strict adherence to policies, controls, procedures, and timelines
• Trustworthy and dependable, with the ability to live with integrity and deliver on promises
• Excellent communicator, with an entrepreneurial mindset. Ability to build internal and external relationships that drive business for both parties and move the relationship forward
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)

Responsibilities

• Develop and execute a customer success strategy that aligns with broader business goals
• Partner with Customer Success leadership to determine the metrics, health scores, and KPIs relevant to Customer Success
• Analyze customer data and metrics to identify trends, opportunities, and areas for improvement
• Communicate and prioritize customer and CS needs to cross-functional teams and executive leadership
• Monitor customer health and product adoption; provide regular reports to leadership highlighting areas of risk and mitigation plans
• Partner with sales leadership to support customer pre-and post-sales activities
• Work with Customer Success Operations to implement new processes that drive efficiency and ensure data accuracy
• Develop expertise in products and the value proposition of the platform for all stakeholders in the 340B and Medicaid space
• Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate
• Proactively identify and address customer issues and concerns to ensure a positive customer experience
• Collaborate with other departments (e.g., sales, engineering, finance, product) to ensure a consistent and positive customer journey
• Collaborate with the sales team to identify opportunities for upselling and cross-selling to existing customers
• Develop and implement strategies to drive revenue growth from existing customers
• Hire, train, and mentor a team of Customer Success professionals by aligning customer and business goals to create a cohesive, data-led, and customer-informed process
• Lead and motivate the customer success team, fostering a collaborative, high-performance culture
• Guide team alignment of activities to achieve company goals and team priorities by leveraging best practices and repeatable processes and providing the necessary tools and resources needed for success
• Onboard new team members efficiently and effectively
• Provide guidance and coaching to team members as they develop strategic value plans for each account
• Oversee relationship management across the entire CS team
• Add value to customer relationships and drive desired customer goals by actively participating in customer discussions and/or by testing and implementing proven approaches within the team
• Minimize customer escalations through proactive and holistic account monitoring and stakeholder engagement/management
• Conduct regular performance reviews and provide constructive feedback to team members

Preferred Qualifications

• Advanced degree in pharmacy, life science, healthcare administration, or accounting
• Experience with the 340B program and/or the Medicaid Drug Rebate program (pharmacies, hospitals, clinics, PBMs, state/federal agencies)
• Working knowledge of retail pharmacy and/or hospital pharmacy billing systems