Compensation Overview

Overview:The Director, Customer Success will be responsible to ensure customers achieve their desired outcomes while using ComplexCare Solutions products and services. As a senior member of the Customer Success Management team (CSM), the Director of Customer Success will partner with ComplexCare Solution’s premier clients to drive adoption and outcomes leading to renewals, expansion and advocacy across your assigned portfolio. The Director, Customer Success will serve as a senior member of the CSM team, sharing best practices and mentoring other CSMs across the team.

Duties and Responsibilities:

• Construct, prepare and flawlessly execute a comprehensive strategic account plan showing current state, target future state with timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion and advocacy for each customer;
• Prepare and lead regular, recurring meetings, to include quarterly business and executive business reviews, demonstrating an understanding of the customer’s goals and effectively communicating the value delivered from ComplexCare Solutions products and services;

• Develop business and executive reviews that consistently result in customer expansion and renewals; 
• Produce and execute adoption plans to increase utilization and engagement of ComplexCare Solution’s products and services; 
• Anticipate customer needs, proactively identify risks to the customer achieving their stated goals and demonstrate influence in driving outcomes;
• Demonstrate influence to impact internal processes permanently to exceed customer expectations, and mitigate any risk of not achieving the customers objectives; 
• Successfully identify and lead renewal and growth opportunities with each customer; 

• Build and foster executive-level relationships with the customer’s executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business;
• Partner with customer executives to understand their goals, provide guidance and recommendations to help them achieve desired outcomes;
• Successfully identify and drive expansion opportunities with assigned customers across ComplexCare Solution’s complete portfolio of products and solutions;
• Develop and maintain in-depth product knowledge and expertise regarding all ComplexCare Solutions products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings used by ComplexCare Solutions customers;
• Maintain compliance with ComplexCare Solution’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.

Job Requirements:

• Minimum of 10 years of overall experience, 8 years of customer relationship/account management experience, preferably in healthcare industry;

• Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;
• Demonstrated ability of successfully manage complex, enterprise partnerships;
• Proven experience in successfully leading, as the primary contact, customer negotiations to include renewal and expansion opportunities;
• Aptitude to understand healthcare industry and IT solutions based on analytics;
• Problem solving skills and strong communication and interpersonal skills;
• A high level of accuracy and attention to detail is required;
• Demonstrated ability to capture, understand, manage, and resolve questions and issues; and
• Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.

Education:

• Bachelor’s degree or equivalent experience in a related field is required.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force; 

• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will likely be up to 25%.