Director, Customer Success

 

Director, Customer Success

 

What you will be doing:

Given our business model, where our customers have recurring contracts for cost and clinical technology and services, Customer Success is vital to long-term profitability. We will not be successful unless our customers are receiving value from our technology and services. As such, the director will own driving success for an assigned subset of our largest strategic members (i.e., top revenue, highly penetrated accounts). This role includes responsibilities for the Customer Success member activities (e.g., adoption, advocacy, retention, account plan development, customer satisfaction, frequent cadence with stakeholders and economic buyers  etc.) and outcomes (revenue growth through expanding technology/consulting, building multi-threaded relationships at mid and C-suite levels, documented and validated ROI/Value for each account, meeting/exceeding renewal rate goals) for their assigned accounts. This position will ensure a subset of our largest, strategic members are maximizing the value of the Premier relationship, with a significant focus on understanding each accounts strategy, areas for improvement (Financial & Quality) market drivers and positioning Premier’s solutions.

Key Responsibilities - 100%

• Relationship development and growth – executive & functional stakeholders

• Renewal rate with increase in contract dollars versus a write down

• ROI/Value that the customer can articulate when asked

• Revenue/Bookings goals

• Net Promoter Score (economic buyer and other stakeholders) for accounts served

• Work and function as an integral part of Premier’s member facing teams which includes business units, sales, group purchasing, product, marketing and advisory services – working to ensure that members will be successful in an era of healthcare reform integration and beyond. 

​Required Qualifications

Work Experience:

Years of Applicable Experience - 7 or more years

Education:

Bachelors (Required)

 

Preferred Qualifications

Skills:

• Competencies in understanding a broad range of healthcare industry challenges, account management, healthcare technology clinical and/or financial, and a track record of hands-on experience of meeting/exceeding goals.

Experience:

• Consulting

• Business Intelligence

• SaaS

Education:

• Masters

 

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time 

• Be adaptive and change priorities quickly; meet deadlines 

• Attention to detail 

• Operate computer programs and software 

• Ability to communicate effectively with audiences in person and in electronic formats.   

• Day-to-day contact with others (co-workers and/or the public) 

• Making independent decisions 

• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions 

 

Working Conditions: Remote

 

Travel Requirements: Travel 1-20% within the US

 

Physical Demands: Sedentary: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves remaining stationary most of the time. Jobs are sedentary if movement is required only occasionally, and all other sedentary criteria are met.

 

Premier’s compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive in order to attract and retain talented and highly skilled employees. Premier’s internal salary range for this role is $113,000 - $188,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills/experience, and geographic location. Premier utilizes a wide-range salary structure to allow base salary flexibility within our ranges.

Employees also receive access to the following benefits:

·       Health, dental, vision, life and disability insurance