Director Customer Success (Stanson)

 

What you will be doing:

Given our business model, where our customers have recurring contracts for cost and clinical technology and services, Customer Success is vital to long-term profitability. We will not be successful unless our customers are receiving value from our technology and services. As such, we need a director to own driving success for an assigned subset of our strategic members. This role includes responsibilities for the Customer Success member activities (e.g., adoption, advocacy, retention, account plan development, customer satisfaction, frequent cadence with stakeholders and economic buyers  etc.) and outcomes (revenue growth through expanding technology/consulting, building multi-threaded relationships at mid and C-suite levels, documented and validated ROI/Value for each account, meeting/exceeding renewal rate goals) for their assigned accounts. This position will ensure our members are maximizing the value of the Stanson- Premier relationship, with a significant focus on understanding each account’s strategy, areas for improvement, market drivers and positioning Premier’s solutions.

The person in this role is responsible for meeting/exceeding the following goals (set annually):

• Relationship development and growth – executive & functional stakeholders

• Renewal rate

• ROI/Value that the customer can articulate when asked

• Net Promoter Score (economic buyer and other stakeholders) for accounts served

This position will work and function as an integral part of Stanson-Premier’s member facing teams which includes sales, product, marketing and technical services – working to ensure that members will be successful in an era of healthcare reform integration and beyond. 

This person will have key competencies in understanding a broad range of healthcare industry challenges, account management, healthcare technology clinical and/or financial, and a track record of hands-on experience of meeting/exceeding goals.

Key Responsibilities

Responsibility #1– 60%

• Maintain a proactive cadence with customers to grow account relationship, advise of new product and service offerings, discuss optimization opportunities, identify SMART goals, establish success metrics, and track progress towards achieving goals.

• Analyze data trends, alert patterns, and other key data metrics to present insightful use cases and recommendations to customers.

• Be a team leader & collaborative worker – the CSM will be the “quarterback” for internal Stanson teams to coordinate key presentations to customers based on internal analysis.

• Builds, develops and grows business relationships within large healthcare delivery systems vital to the success of projects.

• Identifies project risks & takes appropriate actions to mitigate them.

• Utilize business professional writing & communication skills to lead projects in an efficient & effective manner. 

• Educate & train key healthcare project champions to learn the Stanson ‘Iris’ analytics tool.

Responsibility #2 – 20%

• Identify and validate value and return on investment Stanson-Premier delivers to members, renewal and business retention activities

Responsibility #3 – 10%

• Utilize standard practices, reporting and value calculations while customizing based on the member.  Contribute to ongoing improvement/best practices for Customer Success.

Responsibility #4 – 10%

• Stay current on all Stanson-Premier services, technology, and solutions; industry; and regulatory changes

• Administrative activities

​Required Qualifications

Work Experience:

Years of Applicable Experience - 7 or more years

Education:

Bachelors (Required)

 

Preferred Qualifications

Skills:

• Managing or implementing large complex accounts with multiple products and services

• Develop relationships and engage with health system C-suite and other key functional stakeholders

• Executive level presentations

• Health system operations

Experience:

• Consulting

• Experience with Epic, Cerner, Athena, or other EMR implementation, and/or healthcare consulting roles

• SaaS

Education:

• Masters

• Project Management Professional (PMP)

 

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time 

• Be adaptive and change priorities quickly; meet deadlines 

• Attention to detail 

• Operate computer programs and software 

• Ability to communicate effectively with audiences in person and in electronic formats.   

• Day-to-day contact with others (co-workers and/or the public) 

• Making independent decisions 

• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions 

 

Working Conditions: Remote

 

Travel Requirements: Travel 21-40% within the US

 

Physical Demands: Sedentary: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves remaining stationary most of the time. Jobs are sedentary if movement is required only occasionally, and all other sedentary criteria are met.

 

Premier’s compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive in order to attract and retain talented and highly skilled employees. Premier’s internal salary range for this role is $113,000 - $188,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills/experience, and geographic location. Premier utilizes a wide-range salary structure to allow base salary flexibility within our ranges.

Qualified full-time and part-time employees also receive access to the following benefits:

• Health, dental, vision, life and disability insurance

• 401k retirement program

• Paid time off

• Participation in Premier’s employee incentive plans

• Tuition reimbursement and professional development opportunities