Associate Director, Customer Success (Veteran Services)

About the role:

Unite Us is hiring an Associate Director of Customer and Community Success with entrepreneurial ambition and a passion for advancing health equity and improving the health and wellbeing of communities across the state. This role will be responsible for:

• Co-leading a statewide strategy for the network of partners and customers of Unite Us
• Overseeing the strategy, planning, and implementation of the coordinated care network in a specified region
• Overseeing the strategy, planning, and implementation of Unite Us customers across a variety of customer personas and buyer types in a specified region
• Leading a team of customer success and community engagement managers 

The Associate Director of Customer and Community Success will interface with senior leaders at healthcare systems and health plans, government agencies, foundations, and community-based organizations, and will lead the state team to ensure successful onboarding of clinical and community organizations into the networks and healthy network activity and partner engagement post-launch. We are looking for a committed leader, strategic thinker, and inspiring presenter with a knack for building trust and buy-in who has a wealth of knowledge and experience in the social services and healthcare space in the state. You will represent your team to internal and external senior leadership, and will be responsible for monitoring customer adoption and satisfaction, and identifying risks, as well as opportunities for expansion. Success in this role will require performance management to drive both client and company results, a growth-oriented mindset, industry expertise (or willingness to learn), and the ability to thrive in a high growth and fast-paced company environment. 

What You'll Do:

• Revenue Retention and Growth through Customer Success:

• Manage, grow, and retain a book of business ensuring each customer in your portfolio has a high rate of customer satisfaction, engagement, and optimal mix of product, services, and network responsiveness to realize impact and ROI for their specific goals

Network Strategy/Management

• Ensure network onboarding milestones are achieved within forecasted time frame
• Coordinate with team on related contract deliverables and ensure feedback loop to affected parties
• Report on key performance indicators to drive innovation and achieve defined goals
• Build and maintain strong, long-lasting relationships with non-profit partners, government entities, healthcare partners, and other partners as necessary
• Serve as escalation point for Unite Us account managers for issues related to community engagement, network adequacy, or network health
• Monitor the success of network implementations and ultimate client satisfaction as it relates to network adequacy and health for state customers
• Manage and participate in high-level presentation, conference, and public relations requests
• Conduct high-level state and regional strategy discussions with key stakeholders (i.e.state government agencies, foundations, housing agencies, MCOs, large health systems etc.)
• Facilitate handoffs to the Sales team for health systems, health plans, and other potential customers, as needed

Customer Strategy/Management

• Build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors by becoming a trusted expert in Unite Us 
• Hire and lead a Customer Success team that fosters and promotes collaboration and excellence 
• Track & report on Key Performance Indicators for customer success based on Unite Us best practices and client priorities
• Collaborate cross-functionally with Sales, Marketing, Networks and Product to streamline workflows and create a seamless customer experience
• Define success for each customer in your region; identify risks and solutions to ensure high gross and net retention results 
• Collect customer feedback on a regular basis and to share relevant product/service feedback 

You’re a great fit for this role if:

• Familiar with and knowledgeable about the health and human services landscape
• Strong connections in the state’s non-profit sector
• Comfortable and skilled at developing high-level relationships within the executive level of government, healthcare, and social service organizations
• Ability to quickly establish rapport and build trust with clients and customers
• Accountable and prepared to be measured for results
• Passion to set their team up for success and expects great results
• Skilled in managing complex projects and implementations with organization and confidence
<