Director, Customer Success

Who We Want

• Do you build great customer relationships that inspire loyalty?
• Do you have a passion for delivering amazing customer experiences while challenging them to think differently about their business?
• Do you easily multitask and juggle the many demands on your time while engaging and following up with customers?
• Do you have a strong conceptual ability, easily connecting data while offering unique insights to customers?

What you will do

As a Director, Customer Success, you will 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, including adding 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.
• Be a leader in solution and industry training, and advance your expertise through continuous learning opportunities, including mastery of the ChallengerTM sales method to lead insight-driven sales conversations with customers.

What You Need

• Bachelor's Degree required; healthcare industry experience strongly preferred
• 5+ years' experience in account management
• 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; experience with a CRM system preferred
• 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

Compensation

Base salary range for this position is $120,000 - $170,000, exclusive of fringe benefits or potential bonuses. This position is also eligible for incentive compensation tied to achieved results (subject to annual review). Final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience, as well as internal equity of current team members.