Designation: Director-Customer Success
Employment Type: Fulltime
Location : Bay Area ,CA
Reporting to: Vice President-Customer Success
Role and responsibilities:
The role of the Director-Customer Success is to be the subject matter expert in value based care and recruit/ nurture/ lead a team to drive measurable customer outcomes. They should be a trusted advisor to the customer and guide the account managers in making sure we achieve customer goals. This includes understanding the true needs of the customers and identifying existing/ new solutions to implement.
Customer counsellor: Work together with customer and account manager to come up with solutions to key customer needs/goals. Build customer relationship at senior level and act as a trusted expert advisor to the customer
Planning execution strategy to achieve customer goals/ savings:, participate in project kickoff meetings, defining project scope, facilitating technical/operational requirements identification, developing detailed project plans, project budget or anticipated savings, and establishing a framework for the management of on-going project activities.
Change management and organizational studies: Influences and gains commitment to change by conducting organizational studies and evaluations. Partners with customers and project team members to drive communications and change management activities for each project deliverable. May be responsible for participating in the development of communications and change management materials.
Customer Service: Actively engages customers through all phases of the project life cycle, ensuring customer satisfaction through timely communication and consistent completion of deliverables within communicated timeframes.
Growth Opportunities: Identifying opportunities to grow business with the customers and engaging sales team with the process
Graduate degree/ MBA preferred
Healthcare work experience of 5-10 years. Consulting experiencepreferred
Great work ethic and proven leadership and team-building skills
Excellent written, verbal communication skills
Ability to develop and present complex business reviews/presentations
Strong organizational and relationship building skills
Ability to develop business and nurture relationships within the accounts
Strong analytical ability and problem solving skill
Excellent attention to detail and problem solving ability with demonstrated hands -on work experience in data analytics