Director, Customer Success- Agency
Vivian Health
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Posted:
August 28, 2023
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Remote
About the position
The Director, Customer Success- Agency at Vivian Health is responsible for onboarding and developing sustainable relationships with healthcare staffing agency clients. They will lead and develop a team of Customer Success Managers, optimize the customer onboarding process, and implement customer success metrics to drive revenue growth. The Director will also collaborate with other teams to support customer success goals and advocate for product/process changes that improve the customer experience and revenue growth. The success of this role will result in the development of a detailed playbook for customer engagement and revenue growth for healthcare provider organizations.
Responsibilities
- Lead and develop the existing team of Customer Success Managers in support of the Agency segment
- Optimize the customer onboarding process to improve time from contracting to revenue
- Manage customer success metrics to ensure matching between customer capabilities, service models, and revenue optimization
- Develop and implement Customer playbooks to help Agency recruiters and admins succeed using the Vivian platform
- Meet with key customer executives to ensure engagement and execution of performance goals
- Implement customer success and account management plans to drive revenue growth
- Collaborate with other teams to support Customer Success goals related to onboarding, satisfaction, and revenue growth
- Coordinate resources and support with the Director of Sales to improve Sales-Customer Success handoff quality
- Provide feedback to Product Development, Implementation, Operations, and Engineering teams for improved customer experience and revenue growth
- Develop a detailed playbook for Customer engagement and revenue growth for Provider organizations.
Requirements
- Bachelor's degree required
- Minimum 5 years of relevant managerial experience working in healthcare agency recruitment
Benefits
- Flexible Time Off
- Comprehensive Health Insurance Plans including HSA and FSA Options
- 401K Retirement Savings Plan with Generous Employer Match
- Generous Parental Leave
- Pre-tax Commuter Benefit Plan
- Work from home stipend
- Access to Corporate Discount Program
- Pet Insurance