Director, Customer Success

Strata Decision Technology • Chicago, IL

10h • Hybrid

About The Position

As a Director on our Customer Success team, you will lead customers on their journey to continuously increase the value they receive from Strata’s products and services. The Director will develop relationships with the executive teams across several health systems and own the delivery of Strata’s world-class customer experience. In this role, you will embody and execute in the following areas:
Leadership
Lead a small team of Customer Success Managers (CSMs) across a portfolio of accounts.
Provide coaching and mentorship to CSMs to aid in career development.
Account Strategy & Planning
Identify strategic business opportunities and outline a tactical plan to deliver results
Collaborate with Customer Success team to develop account plans
Collaborate with multiple internal stakeholders to develop an optimization plan.
Develop, communicate, and manage a customer ‘Road Map’
Product & Utilization
Accountable for monitoring and guiding improvements in product/service utilization
Facilitates current state analysis through Best-In Class scorecards
Measures and drives improvement in System Adoption & Democratization
Engagement
Communicating and driving participation in Strata hosted industry events
Communicating and engaging in Strata programs and processes including satisfaction surveys, webinars, user groups and other activities.
Business Development
Collaborates with Strata’s sales executives to identify leads
Assist with clearing obstacles as part of the sales process.
Customer Experience
Monitor account health metrics and pro-actively drive experience improvements.
Serve as an escalation point to quarterback complex issues or situations.
Collaborate with Strata’s support and consulting teams.
Operations:
Collaborate with other Account Directors on continually developing the Strata Customer Success programs and processes.

Requirements

• 10+ years of experience in healthcare (provider, payor, healthcare IT)
• 5+ years of experience in project/account management roles
• Strong communication and conflict resolution skills. Including experience developing content and presenting to executive level stakeholders
• Ability to lead & motivate cross-functional teams to solve complex problems
• Passion for data, analytics, and technology
• Experience working with Software as a Service (SaaS) solutions and data visualization tools
• Technology experience within Salesforce, Microsoft Excel/PPT/Word preferred

Responsibilities

• Lead a small team of Customer Success Managers (CSMs) across a portfolio of accounts.
• Provide coaching and mentorship to CSMs to aid in career development.
• Identify strategic business opportunities and outline a tactical plan to deliver results
• Collaborate with Customer Success team to develop account plans
• Collaborate with multiple internal stakeholders to develop an optimization plan.
• Develop, communicate, and manage a customer ‘Road Map’
• Accountable for monitoring and guiding improvements in product/service utilization
• Facilitates current state analysis through Best-In Class scorecards
• Measures and drives improvement in System Adoption & Democratization
• Communicating and driving participation in Strata hosted industry events
• Communicating and engaging in Strata programs and processes including satisfaction surveys, webinars, user groups and other activities.
• Collaborates with Strata’s sales executives to identify leads
• Assist with clearing obstacles as part of the sales process.
• Monitor account health metrics and pro-actively drive experience improvements.
• Serve as an escalation point to quarterback complex issues or situations.
• Collaborate with Strata’s support and consulting teams.
• Collaborate with other Account Directors on continually developing the Strata Customer Success programs and processes.

Benefits

• Strata also provides discretionary variable pay programs based on role.
• Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed