Director, Customer and Community Success

 

Job Title: Director, Customer & Community Success

Department: Customer & Community Success

 

About the Role: 

As Director, Customer & Community Success (CCS), you are accountable for the revenue retention, contract performance, strategic planning, and overall success of our customers and Coordinated Networks across a strategic state or group of states. The Director of CCS reports to the Regional Vice President, CCS. You will lead a team of Customer Success and Community Engagement Managers, working cross-functionally with multiple internal teams and across the Market Facing Team to ensure network capabilities meet customer objectives and are aligned with the long term strategy for your region. You and your team will own a book of business, playing a crucial role in developing and leading the Unite Us strategies for customer and network engagement, implementation, and retention of the customers within your region. You will be the leader in providing extraordinary service, meeting and exceeding customer and community partner expectations. You are responsible for maintaining a healthy account portfolio, meeting or exceeding specific growth and retention KPI’s. This role will manage up to $15M in revenue at a given time. 

What You'll Do:

• Leader of Assigned Regional/State(s) Team:

• Lead territory CCS team strategy, planning, and implementation of the coordinated care network in the state, and lead the strategy for the network across your territory(ies) 

• Lead, coach, and develop a diverse team of Associate Directors, CCS Managers in strategy development and long term delivery of value based on unique customer needs and goals 

• Establish team goals with CCS leadership, monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate needs
• Closely monitor the trending health of Unite Us customers and networks in your portfolio​. ​Serve as a point of escalation for risks and coordinate resources to course correct health of customer and community engagement
• Work closely with the Sales leadership in your region to identify trends and uncover opportunities for new business and/or upselling 

 

• Revenue Retention and Growth through Customer Success:

• Manage, grow, and retain a significant and complex book of business with ultimate accountability for 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
• Develop and regularly report on customer success KPIs that will measure implementation, product adoption, user engagement, impact, and customer satisfaction
• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
• Conduct high-level state and regional strategy discussions with key accounts (i.e. government, payors, large health systems, etc.)

• Growth and Development of Unite Us Coordinated Networks:

• Drive strategy and execution of the development and growth of the coordinated network within your state based on the needs of Unite Us customers
• Lead the team to ensure successful onboarding of clinical and community organizations into the networks. 
• Build and maintain strong, long-lasting relationships with government entities, healthcare partners, nonprofits, and other partners as necessary

What’s Required:

• At least 6+ years of experience in healthcare, social care, or public health industries
• At least 2 + years of leadership experience managing high performing teams with great results
• Residency in the state or one of the states you oversee preferred, in addition to deep familiarity with the healthcare and/or human services sector in the state
• Strategy development experience in a complex environment, coupled with an ability and willingness to flex as a player when needed
• Demonstrated ability to drive sustainable results in a matrixed organization with dependencies on customer organizations, processes and governance to meet your shared goals.
• Demonstrated success in managing a high-revenue book of business in addition to extensive experience leading partnerships with large, sophisticated clients or community partners and the teams that support them. A proven track record as a trusted advisor 
• Natural leadership and networking abilities - you are a people person ​with servant leadership mentality and a growth mindset
• Demonstrated initiati