Director, Customer Success Strategy & Enablement

Posted 8 days agoViewed

💎 Seniority level: Director, 10+ years

📍 Location: AZ, CA, CO, DC, DE, FL, GA, HI, IA, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, RI, SC, TN, TX, VT, VA, WA and WI

💸 Salary: 155000.0 - 185000.0 USD per year

🏢 Company: Hazel Health

⏳ Experience: 10+ years

🪄 Skills: LeadershipProject ManagementBusiness AnalysisData AnalysisPeople ManagementCross-functional Team LeadershipStrategyStrategic ManagementCommunication SkillsAnalytical SkillsCollaborationOrganizational skillsAccount ManagementClient relationship managementSales experienceMarket ResearchStakeholder managementProcess improvementFinancial analysisCustomer SuccessBudget management

Requirements:

10+ years of experience (or 8+ years of experience with an MBA or related advanced degree) in a similar role at a fast-paced start-up or high-growth organization
Prior experience in an operational and customer service or account management capacity at a high-growth company required
Prior experience in a strategy or management consulting capacity preferred
Prior ed-tech or educational sales a plus

Responsibilities:

Evaluate and iterate on the post-sales and customer success team’s model to identify clear responsibilities and goals
Define and execute on internal processes to track performance against key objectives and success metrics and company revenue targets, in collaboration with Market Leaders
Support Market Leaders with facilitation of performance management, monitoring, and review process, including working with support functions like Finance and Analytics
Create effective cross-functional operating models to drive improved customer service and retention
Collaborate with Sales, Implementation, Care Delivery, Product, and Marketing to align roles, responsibilities, priorities, and centralized action plans for how we drive continued improvement in our service delivery
Create forums, communication channels, and standardized processes needed to manage and remediate account-specific issues and insights with key cross-functional partners.
Ensure cross-functional priorities are clear and directed against agreed upon SLAs
Create more robust customer engagement strategies, priorities and tactics
In partnership with Marketing and thepost-sales team, drive thoughtful and efficient activation and engagement strategies that represents the voice of the Hazel customer
Arm the customer success and account management teams with the playbooks, tactics, and centralized materials to deliver on our engagement targets
Leverage usage of current tools and systems to track customer performance, activity and retention, ensuring it’s used appropriately across the team
Manage and coach a post-sales enablement team member

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