Customer Performance Manager

Position Summary:

The Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Customer Performance Managerdrives Customer Performance across the customer lifecycle.Beginning with the onboarding process through ongoing customer management, the Customer Performance Manager is tasked with defining metrics to diagnose performance issues and influence improved performance.This individual has experience in the healthcare industry and is comfortable analyzing and working with complex data and working with and enabling a variety of stakeholders (frontline to VP).

Essential Functions (Duties and Responsibilities):

40%Customer Performance Strategy

• Define framework and metrics at different stages of the customer lifecycle to evaluate customer performanceand drive outcomesfor all customer personas (product mix, tenure, specialty, payment models)

• Engage with Customer Success leadership on a recurring basis to review and analyze performance

• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing customer performance

• Produce business reports and metrics packages on a regular basis

• Create easily consumable data visualizations to solve key business questions and influence outcomes

• Partner with Business Intelligence team to prioritize and build Customer Performance tools, providing the customer and front-end user perspective

• Work with Customer Success VPs to define cadence and touchpoints on performance 

• Prepare business leaders to talk to customer-specific performance

• Develop customer intervention strategy to improve customer performance

40%Customer Performance Operations & Enablement

• Create toolkits for Customer Success Managers and Onboarding Success Managers to diagnose performance issues and influence improved performance

• Partner with cross-functional teams (e.g., Customer Marketing) to implement intervention strategies andensure customer messaging is consistent and cohesive

• Partner with Business Intelligence and Enablement, as appropriate, to enable Customer Success Managers and Onboarding Success Managers on Customer Performance tools, including delivering training, developing decks, process documents, FAQs, etc.

20%Support Divisional Strategic Initiatives 

• Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes

• Ensure all customer performance-relatedprograms have clear, quantifiable outcomes and measures that drive improved performance

• Identifyand mitigate areas of cross-functional dependencies 

• Have a strategic mind for potential areas of project risk

• Clear and consistent updates to VP and C-suite level leadership

• Directly support project teams responsible for managing and executing on strategic initiatives

Education & ExperienceRequired:

• Bachelor's Degree in arelevant field

• 5+ years of professional experience in the healthcare industry 

• Experience in managingbroad transformational or complex projects 

• Familiarity and comfort using data visualization programs (Power BI, Tableau, Tableau CRM). Experience designing highly utilized, business criticaldashboards/reports preferred

• Experience serving as a business partner to or regularly interacting with c-suite and executive leadership teams

• Experience working with large and complex data sets a must

• Experience in the healthcare industry is a must

Knowledge & Skills: 

• Ability to influence cross functional teams and achieve cross divisional alignment

• Results oriented, adept in conflict resolution, skilled at prioritization and change management

• Able to work autonomously and be comfortable with ambiguity

• Focused on delivering high quality and timely deliverables with a positive approach towards the work

• Have strong written and verbal communication skills including excellent executive presence

• Demonstrate excellent analytical, critical thinking and problem-solving skills

• Ability to toggle between analytical details and big-picture strategic thinking

• Able to effectively work in a highly-matrixed organization, handling competing priorities and connecting the dots across divisions