[Hiring] Director, Customer Success @Somatus, Inc.

Role Description

The Director of Customer Success is responsible for developing and implementing strategic plans for partnership success to include customer retention and growth opportunities. They will play a key role in the continued growth of the company and support strategic initiatives working with health plans, hospitals and health systems, nephrology groups, and other healthcare organizations.

• Develop and implement strategic plan for partner success to include customer retention and growth opportunities
• Curate strong working relationships with key executives and operational leadership from customers and near-term prospect organizations
• Responsible for partner retention and overall customer satisfaction, as measured by net promoter score, customer satisfaction surveys and other customer experience metrics
• Collect and maintain comprehensive knowledge of customer priorities and key business objectives
• Serve as a go-to-resource responsible for value delivery to customers including clinical, operational and financial performance
• Understand detailed aspects of partnership terms, SLAs and pertinent details for contract management and contract renewal opportunities
• Collaborate with marketing to promote program and customer success in the market
• Ensures consistent communication with cross-functional teams and timely response to all customer requests
• Maintains relevant healthcare industry knowledge and market awareness
• Maintains detailed knowledge of company value story, capabilities and product roadmap
• Analyze customer data to identify trends and growth opportunities
• Report on retention, churn, revenue growth, and customer satisfaction metrics
• Prepares and briefs internal leadership teams, including company EC members, on overall account health; proactively addresses account challenges/barriers and drives solutions
• Prepares, hosts and leads partner success meetings and Joint Operating Committee sessions with customer leadership (monthly, quarterly, bi-annual and annual, etc.), including follow-ups
• Serves as liaison across operations, legal, finance, technology and clinical leadership

Qualifications

• Bachelor’s degree in Business, Marketing, or related field from accredited college or university
• Seven (7) to ten (10) years of account management or business development experience working with health plans, health systems, medical group practices or other healthcare organizations
• MBA or other Master-level degree preferred
• Population Health or Complex Care program experience

Requirements

• Excellent verbal and written communications skills with demonstrated ability to communicate, present, and influence both credibly and effectively at all levels of an organization, including executive and C-level
• Commercial acumen and a proven track record of successfully driving renewals and new business development
• Ability to connect with diverse constituents and stakeholders across cross-functional teams (leadership, marketing, account management, product and development, data and analytics, market operations and clinical)
• Proven track record of driving retention and revenue growth
• Strong financial acumen, analytical and problem-solving skills
• Experience with CRM and customer success tools
• Demonstrated self-starter and ability to work collaboratively in a team atmosphere
• Works well in team-based, collaborative environment
• Proven ability to operate successfully in remote role

Benefits

• Subsidized, personal healthcare coverage (medical, dental vision)
• Flexible Paid Time Off (PTO)
• Professional Development, CEU, and Tuition Reimbursement
• Curated Wellness Benefits supporting teammates physical and mental well-being
• Community engagement opportunities
• And more!