[Hiring] Director Customer Success @Premier Inc.

Role Description

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 and outcomes for their assigned accounts. This position will ensure our members are maximizing the value of the Stanson-Premier relationship.

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.

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.

Qualifications

• Years of Applicable Experience - 7 or more years
• Bachelors (Required)

Preferred Qualifications

• 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
• Consulting experience
• Experience with Epic, Cerner, Athena, or other EMR implementation, and/or healthcare consulting roles
• SaaS experience
• 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 21-40% within the US
• 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.

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

Company Description

• Ranked #1 on Charlotte’s Healthiest Employers list for 2019, 2020, 2022, and 2023 and 21st Healthiest Employer in America (2023)
• Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 16th year in a row
• Modern Healthcare Best in Business Awards: Consultant - Healthcare Management (2024)
• The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting