POSITION SUMMARY

The Director, Customer Success will design a customer engagement model for CE Management that delivers the intended outcomes for our customers and business. You will ensure customers derive maximum value and utilization from our various SaaS solutions with a focus on optimizing customer satisfaction, retention, and growth. In this role, you will be challenged to accomplish this without a reporting team, but through shaping and implementing operational processes, building strong cross-functional teams relationships, and mentoring these teams to adopt methods of improving customer experience.

ESSENTIAL DUTIES OR RESPONSIBILITIES -

• Shape the vision and direction of our customer engagement model with CE Management leadership to achieve optimal NPR scores and a successful renewal process.
• Develop, analyze, and communicate customer health metrics to proactively address churn risk, utilization, and customer satisfaction.
• Execute on a defined customer success strategy and quantify results using reports and dashboards.
• Design processes with cross functional teams such as Sales, Onboarding, Training, Product Management, Development and Customer Support to optimize time to adoption, identify upsell opportunities, and to improve customer experience throughout the customer life-cycle.
• Gain an expert understanding of our customers and their needs in order to recommend effective strategies to improve overall customer experience.
• Participate in customer meetings and establish executive level relationships.
• Maintain a deep understanding of our solutions, ensuring customers are receiving expert guidance on their journey to adoption.
• Serve as the voice of the customer while utilizing effective business and sales strategies
• Work closely with CE Management and HealthSteam Customer Success leadership on mutual plans to achieve expected customer and business outcomes.
• Collaborates with leadership and to define quarterly PIP goals, works with goal members to remove any barriers to successful completion, and processes goals in the HealthStream PIP system.
• If necessary, collaborates with department leadership and HR to make recommendations on hiring and other personnel actions for Success Management teams.

Qualifications

JOB SPECIFICATIONS:

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• 10+ years in a customer success leadership role
• Experience in the full customer life cycle - Sales, Training, Onboarding, Ongoing Customer Support and Success
• Knowledge of HealthCare SaaS Development, QA and Product Management
• Proven results in a customer success leadership role

• Excellent communication and interpersonal skills
• Above average presentation skills
• Advanced problem analysis and problem-solving skills
• Renewals forecasting
• Customer risk mitigation
• Data analysis and interpretation
• Microsoft office, CRM, success management tools

• Proven ability to influence and drive change across all levels of the organization.
• Ability to thrive in a self-directed environment, working collaboratively with cross-functional teams.
• Ability to develop a highly effective team.
• Ability to prioritize, multi-task, and analyze data to achieve an outcome.
• Travel up to 10% to customer sites and/or Nashville headquarters.