Customer Success Director

UnitedHealth Group•New York, NY

3h•Hybrid

About The Position

The Customer Success Director is a senior leader serving strategic Enterprise Imaging customers of Optum. This role works closely with Sales Executives and other Optum teams, acting as the primary post-sale contact for the customer to champion success of solutions and to meet customer objectives. This position partners with customer executives to define strategy, articulate objectives, and execute plans to achieve them. Partnering with Optum Enterprise Imaging sales, operations, shared services, and R&D leaders to accomplish customer goals. The Customer Success Director is responsible for the achievement of demonstrable value through project portfolio management, program leadership, and customer governance.

Requirements

Bachelor’s degree and/or diploma in information technology, business administration, project management, process improvement, customer success or related experience
7+ years of leadership experience within a technology or healthcare environment, including direct responsibility for multi disciplinary teams across project management, account management, customer success, and customer operations
5+ years of experience leading and delivering multiple concurrent initiatives, managing priorities, timelines, and stakeholder expectations across complex, matrixed organizations
Experience operating effectively in matrixed environments, partnering across functions to deliver results without direct authority
Demonstrated success building and maintaining executive level relationships with healthcare professionals and hospital leadership (e.g., CEOs, CIOs, directors, clinicians, technologists)
Proven ability to design, implement, and sustain change initiatives, including adoption planning, stakeholder engagement, and post implementation measurement; experience driving measurable improvements in process efficiency, customer outcomes, or operational performance preferred

Nice To Haves

Experience managing and developing teams in diverse, multi cultural environments, fostering inclusion and collaboration across locations and backgrounds
Proven executive level leader with a track record of influencing senior stakeholders and mentoring managers and high potential leaders, with measurable impact on team performance and engagement
Proven solid analytical and critical thinking skills, with the ability to identify complex problems, evaluate options, and implement solutions that drive measurable outcomes
Proven history of proactively designing and implementing new processes, tools, or resources that improve scalability, efficiency, or customer experience
Proven solid customer relationship management skills, including negotiation, influence, and issue resolution in high stakes or politically complex environments
Proven effective communicator with demonstrated success leading through conflict, driving alignment, and enabling timely decision making
Proven to be recognized for integrity, trust, and ethical leadership, with responsibility for high visibility initiatives
Demonstrated success in leading change across geographically dispersed teams, coordinating multiple initiatives simultaneously

Responsibilities

Partner with customer executives and functional Optum Enterprise Imaging leaders to define partnership strategy, objectives and plans to execute
Provide programmatic coordination & leadership to Optum functions assigned to the customer (sales, operations, shared services, R&D), ensuring focus, execution, and demonstrable value
Establish portfolio management and customer success plans including stakeholder analysis, program org. structure, RACI, customer success plan (OKRs, KPIs), program mgmt. plan (scope, schedule, and cost roll-up) and communication plan
Establish and optimize portfolio management systems with customer and Optum Enterprise Imaging program team members including: Governance structure, cadence, and reporting, Executive meeting and decision-making framework, Closed-loop action tracking, follow-up, and closure, Portfolio and strategy change management, Pro-active risk management, Issue escalation and resolution framework
Execute day-to-day portfolio management and customer success leadership tasks: Serve as primary post-sale executive contact for the assigned, strategic customer, Coordinate Optum and customer execution of plans, Monitor and control execution of contractual obligations and compliance, Continually assess and improve program systems and frameworks, Measure and report on achievement of program goals and customer value, Provide regular program progress and status reports
Work closely with Optum Enterprise Imaging leadership, Customer Success, and other functions to refine our approach to enterprise customer success and value assurance, and to drive the assigned customer towards advocacy
Management of strategic accounts may require the development or refinement of processes and systems to suit customers and Optum needs. This role will work with the relevant functions to contribute to related projects.