Director, Customer Success

NBME•Philadelphia, PA

2d•Remote

About The Position

NBME® is seeking a Director, Customer Success to provide NBME customers, partners, and other stakeholders with proactive and personalized care related to the use of NBME's portfolio of products and services. The Director, Customer Success leads a team that supports each stage of the customer's journey and serves as the primary point of contact for medical schools and health professions organizations. The Director also works closely with internal and external stakeholders to help inform the development of and improvements to services and products, as well as ensures that NBME's assessment offerings are aligned with NBME's mission, overall strategy, financial objectives, and brand. This includes but is not limited to engaging NBME's stakeholders at all levels, including existing, potential, and new organizational customers, and ensuring ongoing compliance of contract (service) terms for associated products and services. This role has been designated as primarily remote, meaning it requires little onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates in the following states, though local candidates will be prioritized: Delaware, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maryland, Michigan, New Jersey, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia. At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come.

Requirements

Expertise in developing and participating in strategic initiatives to drive customer satisfaction, utilizing insights, voice of the customer data, analytics, and customer journey mapping to understand and improve customer experience.
Excellent communication and presentation skills, with the ability to deliver program-related information in an organized, informative, and engaging manner.
Strong accessibility and responsiveness to stakeholders, effectively resolving routine and non-routine problems or triaging them to appropriate units, and providing effective solutions to complex customer experience issues.
Proficiency in analyzing sales data, identifying trends, and making data-driven decisions. Experience with CRM systems (e.g., Salesforce) and sales analytics tools to manage and analyze customer data. Skilled in creating comprehensive sales reports and dashboards to monitor performance and inform strategic decisions.
Proficiency in staying current on high-stakes testing, educational innovation, medical education, and or medical licensure issues, and sharing knowledge with staff for continuous improvement.
Competence in preparing and monitoring program budgets, ensuring efficient and cost-effective use of resources, and developing processes and protocols for global market services.
Experience in planning, documenting, and implementing strategic initiatives, conducting analysis of program performance, and providing summary reports to senior management and program governance.
Advisory skills for executive leadership on solutions to improve productivity and customer engagement, partnering with internal groups to meet service level expectations, and representing the Medical School Program in customer journey incident resolution and with external stakeholders.
10+ years of experience in medical education, higher education administration, academic program leadership, assessment, or a similar industry with transferable skills in strategic planning, stakeholder engagement, and customer experience.
5+ years of experience leading cross-functional teams to operationalize and deliver on product requirements.
5+ years of successful stakeholder engagement and or sales experience.
Bachelor's degree required

Nice To Haves

Master's degree preferred
Pragmatic Marketing certified preferred

Responsibilities

Effectively lead customer success team to achieve customer satisfaction, programmatic, business, and strategic goals. Build and maintain a high performing team through effective hiring, goal setting, rewards, team building and performance management activities.
Lead sales and account management functions to drive customer satisfaction, business, revenue, and mission outcomes. Identify low and declining use customers, engage with clients to identify any concerns or reasons for lack of use, and provide solutions to drive greater customer success and value attainment. Create and implement strategies and tactics to support the sales and customer success funnels.
Collaborate effectively with NBME Outreach, Product Management, Marketing and Communications, Business Operations, and the Customer Services and Resource Center teams to identify and effectively meet customer needs spanning NBME's portfolio of products and services. The Director of Customer Success will represent the voice of the customer/partner across all functional domains and ensure the strategic needs of customer/partners are being included as part of short and long-term unit, project, and portfolio roadmaps.
Provide leadership to proactively and, when necessary, reactively resolve programmatic and customer service issues including the interpretation and application of program policies and practices and the resolution of problems and concerns.
Manage customer and stakeholder committees, liaison activities, and outreach to various markets and stakeholders (such as health-care societies and organizations, educational institutions, faculty, students, and residents) NBME serves.
Create, maintain, and expand external relationships with domestic and international medical schools and other critical stakeholder and customer groups to help inform product management about current and future needs for services and products provided to medical schools.
Represent NBME at various conferences and stakeholder meetings.