Customer Partnership Director

Customer Management

Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.

Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.

Job Type

Permanent

Location

Home based - US

Responsibilities

• Leading, coaching, and developing a regional team of Customer Partnership Managers focused on customer retention, engagement, and growth.
• Overseeing hiring, on-boarding, performance development, and ongoing mentoring initiatives.
• Fostering a culture of accountability, collaboration, and customer-centricity.
• Serving as a senior escalation point and trusted advisor for both team members and customer stakeholders.
• Building and maintaining executive-level relationships with customer decision-makers and key stakeholders.
• Partnering with customers to define measurable business objectives, adoption goals, operational improvements, and ROI outcomes.
• Conducting strategic business reviews, performance discussions, and engagement meetings to ensure customers achieve ongoing value.
• Driving customer satisfaction, product utilization, and long-term customer loyalty.
• Identifying customer health trends and engagement triggers to reduce churn and increase account stability.
• Collaborating with Sales to uncover and drive up-sell, cross-sell, and expansion opportunities.
• Supporting the Vice President of Customer Partnerships in defining and executing regional customer success strategies.
• Partnering cross-functionally to enhance customer communications, service offerings, and product adoption initiatives.
• Utilizing data, customer insights, and performance metrics to inform decision-making and improve outcomes.
• Representing The Craneware Group at industry events, trade shows, and customer conferences.
• Up to 40% travel required.

Requirements

• Bachelor's degree in Business, Healthcare, Technology, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience in customer success, account management, customer partnerships, healthcare technology, revenue cycle, pharmacy, or hospital operations.
• Previous people leadership experience with a demonstrated ability to build, develop, and motivate high-performing teams.
• Strong understanding of healthcare operations, revenue cycle management, pharmacy services, and/or the 340B Program.
• Proven success managing strategic customer relationships and driving customer retention and growth.
• Experience partnering with sales organizations to support account expansion and revenue objectives.
• Strong analytical mindset with the ability to translate data into actionable insights and recommendations.
• Exceptional communication, presentation, and executive relationship-building skills.
• Experience leading business reviews and presenting findings to senior stakeholder groups.
• Proficiency with CRM platforms such as Microsoft Dynamics and Microsoft Office applications.
• Ability to thrive in a fast-paced, evolving environment while effectively managing multiple priorities.
• Strong problem-solving skills with a focus on customer outcomes and business impact.