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Director, Customer Success
Posted about 14 hours agoViewed
💎 Seniority level: Director, 5-7 years
💸 Salary: 140000.0 - 175000.0 USD per year
🔍 Industry: Healthcare
🏢 Company: Pearl Health👥 101-250💰 $75,000,000 Series B about 2 years agoHealth Care
⏳ Experience: 5-7 years
Requirements:
- 5-7 years of experience in Customer Success, enterprise-level relationship management, network contracting and development, or other relevant provider-facing field.
- Experience working with health systems as a technology vendor, working with an ACO, or working at a tech enablement company.
- Experience in interpreting and utilizing CRM analytics, outcomes measurements, and designing internal dashboarding to drive change and resource allocation.
- Demonstrated experience achieving re-sell and up-sell requirements at scale.
- Experience preparing and presenting information to clinical and executive level leadership.
- Track record scaling a team, function, or service capability.
- Demonstrated success and depth of knowledge within the provider space, including an understanding of relevant technology vendors and provider priorities.
- Passionate about improving and optimizing relationships.
- Excited about helping physicians and impacting Medicare patient outcomes.
- Willingness to travel for face-to-face meetings.
Responsibilities:
- Cultivate and manage senior-level relationships within large health systems.
- Foster strong relationships with assigned Enterprise customers, driving platform adoption and providing performance coaching to optimize VBC program outcomes.
- Build and maintain strong relationships with small to midsize providers, acting as an escalation point to resolve challenges and drive partnership opportunities.
- Collaborate with the Customer Practice Transformation and Customer Performance Optimization teams to optimize provider performance and develop/implement remediation plans.
- Use data-driven insights to identify cost drivers and work with partners to develop optimal referral, care management, and admission avoidance strategies.
- Provide 1:1 and team-wide enablement, coaching, and constructive feedback.
- Develop strategic narratives in partnership with Customer Marketing to communicate Pearl's value and business updates effectively.
- Work with CS Operations and Growth teams to drive account expansion and secure contract renewals.
- Oversee education and deployment of technology tools that support practice transformation.
- Ensure seamless integration of technology tools into customer workflows.
- Work across the organization to guarantee successful implementation of critical projects for assigned customers.
- Proactively resolve issues and create an exceptional experience for providers.
- Execute flawlessly on tailored onboarding and performance management strategies for small to midsize provider customers.
- Enhance Pearl's approach to enabling small to midsize providers at scale.
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