Director, Customer Success

NRC Health•Lincoln, NE

5d•Remote

About The Position

At NRC Health, we promise to help our customers bring Human Understanding to healthcare for their patients and communities. Our associates are at the heart of delivering that promise, so we promise that same Human Understanding to each other. Come where culture is everything. Our associates. . . Have Purpose – we do work that matters for our partners, the community, and the healthcare industry. Innovate with us to move healthcare forward. Give back to the community with paid volunteer time off. Think Boldly – we have big ideas and are empowered to “think like an owner.” Fit your role and do what you love. Grow and develop along a career path designed by you. Feel Connected – our favorite thing about our workday is each other. Support one another – no one says, “That’s not my job.” Celebrate with each other at beer:30, virtual events, and company gatherings. Be Understood – we are each unique and want to live our best lives at work and home. Let life happen with My Time Off, a form of unlimited vacation, and up to 12 weeks paid for parental and emergency leave. Live healthy with complimentary lifestyle and financial coaches, a wellness program, and a comprehensive insurance plan.

Requirements

Bachelor’s Degree required
5+ years’ experience in account management
The ability to travel up to 40% of the time, under normal conditions
Effective presentation and facilitation skills
Microsoft Suite (including Word, Excel, and Outlook) required
High learning agility and ability to think critically
Strong organizational skills, as well as the ability to prioritize, strong attention to detail, accuracy and follow-through
A valid driver’s license is required

Nice To Haves

Healthcare industry experience strongly preferred
Experience with a CRM system preferred

Responsibilities

Partner with healthcare organizations and lead a team of Customer Success Managers and Account Coordinators to provide best practice solutions designed to help our customers understand the totality of how their organization is experienced by the people they serve.
Develop relationships with customers that promote and sustain customer engagement, high satisfaction with NRC Health, retention of assigned customers and all product lines purchased, and growth and expansion of your assigned book of business.
Mentor, guide, and empower Customer Success Managers and Account Coordinators to provide exceptional customer service with high quality delivery.
Add value to customer interactions, development of upselling and cross-selling strategies, helping prioritize customer feedback and concerns, and ensuring all performance metrics are met.
Build strategic relationships with our largest clients and with various healthcare executive leaders and decision-makers.
Continuously learn, retain, and promote a working knowledge of the healthcare industry and a thorough understanding of NRC Health’s solutions.
Lead in solution and industry training, as well as advance your expertise through continuous learning opportunities, including mastery of the Challenger TM sales method.