• Drive customer outcomes, product adoption and customer experience
  • Lead the implementation scoping as part of the sales process
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration within the Medallion team and across customers
  • Drive operational practices to track performance of teams and individuals
• Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Drive account growth outcomes:
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Lead the Enterprise Customer Success Team to be highly motivated and engaged. Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Skills and Requirements:

• 3+ years supporting Fortune 500 accounts or Enterprise customers
• 6+ years of Customer Success or Account Management showing progressive management experience leading teams in SaaS or Healthcare Operations companies
• Commercial Experience
  • Experience driving new and expansion sales
• Customer Success
  • Experience driving software adoption and leveraging customer success best practices
  • Willing and able to address escalated client issues with speed and urgency
• Management
  • Demonstrated ability to lead managers and successfully manage a distributed team.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Problem Solving
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Misc.
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Professional services experience is a plus

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