Customer Success Lead, Ecosystem and Privacy Hub

Datavant is a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

As a Customer Success Lead on our Ecosystem team, you will drive the delivery of our products and services through planning, measurement, and tracking across various activities taking a special focus on enterprise Privacy Hub accounts. You will own, build, and manage relationships with specified clients to make the client journey as seamless as possible through resource and planning to inspire confidence that we can deliver to privacy needs in their data pipeline. By joining our team, you will step onto a supportive team of overachievers passionate about the power of health data and the importance of data privacy.

You Will:

• Own Delivery
  
  • Own the day to day delivery of Datavant’s accounts assigned to your portfolio
  • Using consultative, client-centric approach, help customers navigate their privacy journey in Datavant as smoothly as possible and communicate value-add of privacy products in more complex projects
  • Understand customer business, use-cases, and vision to a level that enables you to deliver our products and services in good time with strong customer satisfaction, supporting development of privacy programming through strategic thinking and partnership with sales team and customer success leads.
  • Create and facilitate clear messaging to clients, client stakeholders, and other members of the Datavant team that enables expectations alignment.
  • Build a relationship with key client contacts (and client overall) that allows more open discussion to facilitate growth for them in a privacy preserving way and deepens the connection between our businesses.

• Think Strategically
  • Build a knowledgebase of clients’ privacy pipelines to facilitate long term planning, unearth collaboration opportunities, and inform key members of strategic partnerships, senior mgmt., and go to market teams.
  • Drive use of novel approaches that maximize efficiency and quality work products being delivered to clients and lead the team to scale
  • Recognize opportunities for improvement in client interactions, projects, relationship growth and act upon it. Proactive escalation of potential issues to appropriate leadership - going around systems to avoid creating red alerts unnecessarily
  • Develop new approaches based on insights and experience of yourself and project managers that reduce friction in the process and roll-out to wider client management team
  • Preparation of key client relationships for scaleup potential through implementation of scaling strategies, finding opportunities through relationship development, and utilizing non-standard or conceptual approaches 
  • Build strategic plans for the development of key client relationships for the short, mid, and long-term

• Excel in Cross-Functional Collaboration
  • Ensure project delivery through coordination of project team members
  • Understand our privacy expert team’s communications to a level that you can translate these to a client and express impact of findings
  • Recognize clients’ potential for productization within processes and work with PH Product team to advance this
  • Engagement of wider DV product teams to consider how productization beyond PH products could improve PH customer journey
  • Distribute relevant information to other operational functions that enables adequate resourcing and expertise to be available across your client projects and others.

What You Will Bring to the Table 

• 5+ years of customer success experience
• Industry familiarity with HIPAA rules governing health data exchange and the expert determination method of health data de identification 
• Experience as project manager in healthcare and/or life sci