Director, Customer Success - Clinical Workflow Solutions at Allscripts in Washington, DC

The purpose of this role is to increase utilization of our specialty medication management and electronic prior authorization solutions, and to help customers derive the full-value from them. The position is primarily responsible for leading and driving the Customer Success (CS) function in planning, developing and executing strategies to accomplish goals and objectives of the LSC business. The Director of Customer Success will inherit a business area that is growing and in the early phase of its life cycle. The near-term mandate will be to take the CS function to the next level of growth and maturity. The ideal candidate will be well- networked in pharma and related areas, knowledgeable and experienced in working with EHRs and/or healthcare IT in general, and comfortable in the role of spokesperson to both internal and external stakeholders.

KEY RESPONSIBILITIES

• Participate in the strategic management of the LSC BU, in conjunction with the GM and the leadership team, taking executive responsibility for the overall performance of the implementation and support of all products and services
• Set and deliver actionable objectives and goals to execute the Allscripts corporate and Veradigm business vision
• Assess and build up the current customer success organization as needed to optimize performance and customer satisfaction
• Establish performance goals for the customer success team and manage against them

QUALIFICATIONS AND EXPERIENCE

• Advanced degree preferred in business or healthcare related field
• A demonstrably successful career track over 10+ years, culminating in a meaningful period of managing people for at least 6 years
• Proven success at working, interacting with C level internally and externally
• Highly experienced at managing teams to ensure attainment of goals
• Experienced in leading (or at least participating in) an organization through a period of rapid and sustained growth
• Strong team building skills
• Professional experience is likely to have been gained in EHR/EMR or relevant healthcare IT solution centric businesses, where customers have been providers and hospitals (or other healthcare stakeholders)
• Prior experience working for payers, pharmaceutical companies or other companies in the Life Science market segment, clinical research organizations and pharmacy benefit managers is valued
• Prior P&L responsibility at some level is ideal

Key Skill Sets

Management

• Strong leadership skills. Able to build and inspire a highly talented team
• Will have demonstrated the ability to recruit and retain the best people in the market
• Will be a real culture builder and will be a proponent of excellence, directness and integrity
• Must effectively balance planning and execution; able to contribute at executive levels while simultaneously managing the team

Intellect

• Strategic and agile thinker, comfortable with change
• Will be tough-minded, exacting and unflappable
• An ROI mindset that can quickly uptake ex=economic and operational drivers

Communication

• Outstanding negotiation and presentation skills
• Must have the credibility and commercial maturity necessary to give high quality input to both the product development team and the business development / sales team as well as to BU leadership and executive management
• Sound interpersonal skills are required to build strong internal and external relationships that will be critical to success
• Must be able to work with partners at all levels; will have the gravitas and knowledge to be credible in complex discussions and negotiations
• Will be able to discuss technical concepts with technical professionals

Motivation / Culture Fit

• Must possess a real hunger for success and work with intensity and energy, sense of urgency, and an expectation that others do the same
• A realistic understanding of the need to create enabling processes and structure while not burdening or creating heavy bureaucracy in a fast-moving environment
• Will demonstrate a healthy competitive spirit and desire to win
• A pragmatic approach and ability to thrive under pressure of constant change and moving targets
• A willingness to work in a friendly, socially cohesive environment where an emphasis is made on balancing hard work with having food fun; a sense of humor is as vital as a strong work ethic