Director, Customer Success

About The Role

The Director, Customer Success is responsible for growing and developing accounts for the hiring company, setting up and managing service expectations, providing broad specialty pharmacy industry expertise, and building deep relationships with customers.

Requirements

• Develops and nurtures strategic relationships with the most valuable customers. Become their trusted advisor & consultant.
• Partners with internal teams to launch new & support existing clients.
• Collaborates with the technical support team to develop onboarding plans for new customers, leads and facilitates kick-off discussions, and appropriately sets and manages expectations.
• Ensures a seamless experience through all phases of the customer relationship.
• Deeply understands customer goals and helps them meet their objectives by providing strategic guidance on the platform's best practices, use cases and organizational workflow.
• Manages assigned technical resources to execute implementation/success plan and provide customer support and all account implementation needs.
• Engages with key influencers and decision makers across different teams within the customer's organization.
• Conducts business reviews and goal-setting meetings.
• Is an expert in digital marketing trends, stay informed of data-driven marketing news, emerging technologies and competitor offerings.
• Performs other related duties as assigned by management.
• Directly supervises employees within the department.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Other skills:
• Bachelor’s degree in sales, project management, or business administration or equivalent number of years of experience
• 5-10 years of experience in a Customer Success or related role.
• Business Acumen.
• Communication Proficiency.
• Customer/Client Focus.
• Leadership.
• Presentation Skills.
• Problem Solving/Analysis.
• Results Driven.
• Strategic Thinking.
• Technical Capacity.

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

About The Role

The Director, Customer Success is responsible for growing and developing accounts for the hiring company, setting up and managing service expectations, providing broad specialty pharmacy industry expertise, and building deep relationships with customers.

Requirements

• Develops and nurtures strategic relationships with the most valuable customers. Become their trusted advisor & consultant.
• Partners with internal teams to launch new & support existing clients.
• Collaborates with the technical support team to develop onboarding plans for new customers, leads and facilitates kick-off discussions, and appropriately sets and manages expectations.
• Ensures a seamless experience through all phases of the customer relationship.
• Deeply understands customer goals and helps them meet their objectives by providing strategic guidance on the platform's best practices, use cases and organizational workflow.
• Manages assigned technical resources to execute implementation/success plan and provide customer support and all account implementation needs.
• Engages with key influencers and decision makers across different teams within the customer's organization.
• Conducts business reviews and goal-setting meetings.
• Is an expert in digital marketing trends, stay informed of data-driven marketing news, emerging technologies and competitor offerings.
• Performs other related duties as assigned by management.
• Directly supervises employees within the department.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Other skills:
• Bachelor’s degree in sales, project management, or business administration or equivalent number of years of experience
• 5-10 years of experience in a Customer Success or related role.
• Business Acumen.
• Communication Proficiency.
• Customer/Client Focus.
• Leadership.
• Presentation Skills.
• Problem Solving/Analysis.
• Results Driven.
• Strategic Thinking.
• Technical Capacity.

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance