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Job Details

The Director of Customer Success is a critical thinker with extensive experience in customer onboarding, analyzing and summarizing customer feedback and product data, as well as web analytics. This role has a proven track record of transforming customer and product experience data into actionable recommendations.

Reporting to the VP of Commercialization in Global Products and Solutions, the Director is responsible for ensuring that customers fully benefit from our products and solutions. Key responsibilities include supporting customer retention efforts and developing and monitoring dashboards to assess and track performance metrics, user actions, and customer feedback. The Director will leverage various tools to gather and analyze data, identify insights, and make recommendations aimed at optimizing the customer experience.

Additionally, the Director will use this information to enhance overall customer satisfaction with the platform. With strong and adaptable communication skills, the Director will establish a channel for customer feedback and collaborate closely with product and functional teams to improve the customer experience continuously.

Primary Duties and Responsibilities:

• Exemplify leadership principles that align to the culture within GP&S  – support and embrace best-in-class processes that are intended to enable a fully integrated approach to solving customer challenges.

• Lead a team of customer success and customer onboarding members.

• Establish and maintain strong relationships with key customers, ensuring their needs are understood and satisfaction with our products is achieved.

• Design and execute models for measuring customer experience utilizing system performance metrics, Salesforce, and other digital tools.

• Leverage voice of customer metrics to create customer experience dashboard views for monitoring and reporting progress in improving user experience.

• Support Product Managers and functional teams by analyzing key performance indicators that will guide decisions in improving customer experience.

• Integrate multiple data points to identify new optimizations and enhancements that improve our customer success capability.

• Partner with Product Managers and functional partners in customer research and testing from implementation to ongoing customer success.

• Educate stakeholders on current state voice of customer to empower them with accessible, actionable data and insights.

• Present detailed quantitative analyses and qualitative insights in a manner that is easily interpreted and aids strategic and tactical decision-making.

• Work with Product Managers to define key performance indicators and standardized definitions.

• Collaborate with various functional areas to understand where data points reside within databases and determine the best extraction methods.

• Demonstrate innovative thinking and proactive leadership in managing multiple projects with meticulous attention to detail in a dynamic, fast-paced environment.

• Take the initiative to analyze performance trends, uncover driving factors, potential issues, and new opportunities for improvement.

• Collect and analyze customer feedback to inform product development and enhancements.

• Ensure compliance with all applicable policies, procedures, safety rules, and regulations.

• Perform related duties as assigned.

Experience and Educational Requirements:

• Requires broad training in fields such as healthcare, business administration, organizational development, or similar vocations generally obtained through completion of a four-year Bachelor Degree Program. An advanced degree is preferred.
• Typically requires 8-10 years of relevant healthcare, pharmacy, or business work experience in a customer success or account management function. Requires experience/in-depth knowledge of business operations, customer experience and systems requirements processes.

Minimum Skills, Knowledge and Ability Requirements:

• Ability to work collaboratively within a team/group setting and work in a fast-paced agile environment.
• Maturity and poise required to manage team member(s) is essentia