Director of Customer Success @ Medallion

Director of Customer Success

Posted on 2/22/2023

INACTIVE

51-200 employees

Medical credentialing & licensing service

Company Overview

Medallion's mission is to remove as much regulatory complexity as possible so that their customers and providers can focus on what they do best—providing care to patients.

Locations

Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Agile

Management

Marketing

Sales

Communications

CategoriesNew

Sales & Account Management

Customer Success & Support

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

Responsibilities

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

Desired Qualifications

Professional services experience is a plus

About Medallion:

Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over two years, we’ve launched our platform, built an all-star team, powered hundreds of great companies, and served thousands of healthcare providers across the industry. To date, Medallion has saved over 250,000 administrative hours for our customers!

Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.

About the Role:

Our Customer Success team is looking for an experienced Director to lead our Enterprise Account Team. You will be responsible for maintaining and growing a portfolio of Medallion’s largest enterprise customers. You will set the overall vision and strategic plan for the team, focusing on hiring top talent, leading a positive customer experience, driving product adoption, and driving growth through gross renewals and net retention improvements.

You will partner closely with the Sales, Product, and Operations leadership to ensure Medallion’s customers achieve a significant return on and drive business success with their Medallion investment.

Responsibilities:

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

#LI-Remote