Director, Healthcare Consulting / Customer Success / Provider

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow’s healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.  

Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community. 

For over 10 years, we’ve built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.  

One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women’s initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares. 

We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women’s empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series. 

We’re also a great place to work. For five years in a row, we’ve been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility! 

Think you’d be a good addition to our team? Explore our available positions here. We’d love the chance to get to know you.  

Your challenge: 

As a Director of Healthcare Consulting with Definitive Healthcare your mission will be to continue enhancing our engagement framework to ensure our customers’ success. You will be responsible for building out playbooks and strategic roadmaps to best support clients on goal achievement utilizing the Definitive Healthcare solutions. This role requires leadership and customer success experience in the healthcare space. 

 

Here are some things you will tackle: 

• Creation of playbooks for customer experience team members to utilize to assist customers with adoption and success on the Definitive Healthcare product suite. 
• Establish relationships at all levels within our customer organizations to provide consultative guidance in incorporating data and analytics solutions into their daily workflows. 
• Supporting and directing both new and experienced customer experience team members in strategies to build lasting relationships with customers. 
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members. 
• Partner with the product team and customers on training and on-boarding initiatives. 
• Partner with the Definitive Healthcare product team to assist with the overall PDLC by sharing customer inputs, needs, and opportunities. 
• Guide, maintain and implement customer success best practices. 
• Support commercial teams as necessary to aid in the sales process, along with establishing streamlined transitions to customer success team members to provide our customers with a great experience at all stages of the relationship. 
• Provide regular updates to management on progress of projects and initiatives, escalate to management when necessary. 
• Oversee client maturity models, including self-service competencies, comprehensive data analysis, and business case fulfillment. 

 

What you will need: 

• BA/BS degree 
• 3 – 5 years of management experience 
• 7 plus years of customer success and consulting experience in healthcare 
• Experience with CRM and/or PRM solutions, and data analytics for healthcare 
• Experience working on and deploying playbooks and product adoption plans for customers 
• Experience working effectively with all levels of internal and external management teams 
• Demonstrated ability to lead a Customer Success or Account Management team 
• Proven ability to develop and coach consultative engagement skills 
• Ability to learn new concepts quickly, with the ability to also roll up your sleeves and an orientation towards achieving client goa