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, we need a director to own driving success for an assigned subset of our strategic members. 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 our members are maximizing the value of the Stanson- Premier relationship, with a significant focus on understanding each account’s strategy, areas for improvement, market drivers and positioning Premier’s solutions.

The person in this role is responsible for meeting/exceeding the following goals (set annually):

• Relationship development and growth – executive & functional stakeholders
• Renewal rate
• ROI/Value that the customer can articulate when asked
• Net Promoter Score (economic buyer and other stakeholders) for accounts served

This position will work and function as an integral part of Stanson-Premier’s member facing teams which includes sales, product, marketing and technical services – working to ensure that members will be successful in an era of healthcare reform integration and beyond. 

This person will have key 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.

Key Responsibilities

Responsibility #1– 60%

• Maintain a proactive cadence with customers to grow account relationship, advise of new product and service offerings, discuss optimization opportunities, identify SMART goals, establish success metrics, and track progress towards achieving goals.

• Analyze data trends, alert patterns, and other key data metrics to present insightful use cases and recommendations to customers.
• Be a team leader & collaborative worker – the CSM will be the “quarterback” for internal Stanson teams to coordinate key presentations to customers based on internal analysis.
• Builds, develops and grows business relationships within large healthcare delivery systems vital to the success of projects.
• Identifies project risks & takes appropriate actions to mitigate them.
• Utilize business professional writing & communication skills to lead projects in an efficient & effective manner. 
• Educate & train key healthcare project champions to learn the Stanson ‘Iris’ analytics tool.

Responsibility #2 – 20%

• Identify and validate value and return on investment Stanson-Premier delivers to members, renewal and business retention activities

Responsibility #3 – 10%

• Utilize standard practices, reporting and value calculations while customizing based on the member.  Contribute to ongoing improvement/best practices for Customer Success.

Responsibility #4 – 10%

• Stay current on all Stanson-Premier services, technology, and solutions; industry; and regulatory changes
• Administrative activities

​Required Qualifications

Work Experience:

Years of Applicable Experience - 7 or more years

Education:

Bachelors (Required)

 

Preferred Qualifications

Skills:

• Managing or implementing large complex accounts with multiple products and services

• Develop relationships and engage with health system C-suite and other key functional stakeholders

• Executive level presentations

• Health system operations

Experience:

• Consulting

• Experience with Epic, Cerner, Athena, or other EMR implementation, and/or healthcare consulting roles

• SaaS

Education:

• Masters

• Project Management Professional (PMP)

 

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time