Director, Customer SuccessPremier, Inc • Charlotte, North Carolina, United States
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Director, Customer Success
Premier, Inc
- Charlotte, North Carolina, United States
- Charlotte, North Carolina, United States
Über
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 toward 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.
Build, develop and grow business relationships within large healthcare delivery systems vital to the success of projects.
Identify project risks & take 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 – 7+ years of applicable experience.
Education – Bachelor’s degree (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
Master’s degree (preferred).
Project Management Professional (PMP) certification (preferred).
Additional Job Requirements
Remain in a stationary position for prolonged periods of time.
Be adaptive and change priorities quickly; meet deadlines.
Attention to detail.
Operate computer programs and software.
Ability to communicate effectively with audiences in person and in electronic formats.
Day‑to‑day contact with others (co‑workers and/or the public).
Making independent decisions.
Ability to work in a collaborative business environment in close quarters with peers and varying interruptions.
Working Conditions Remote work. Travel required: 21‑40% within the US. Physical demands: Sedentary – requires occasional lifting up to 10 pounds.
Compensation range: $113,000 – $188,000 per year, depending on market factors, department, internal equity, education, unique skills/experience, and geographic location.
Benefits
Health, dental, vision, life and disability insurance.
401(k) retirement program.
Paid time off.
Participation in Premier's employee incentive plans.
Tuition reimbursement and professional development opportunities.
Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief.
Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status, disability, or any other applicable federal, state, or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply. EEO / AA / Disabled / Protected Veteran Employer.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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