Valant · 6 hours ago

Director, Customer Engagement

Seattle, WA

Full-time

Remote

Director/Executive

$130K/yr - $150K/yr

7+ years exp

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ElectronicsHealth Care

Diversity & Inclusion

No H1B

U.S. Citizen Only

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Responsibilities

Lead and mentor a team of customer success managers, providing guidance and support to drive performance and professional development.

Foster a culture of collaboration and accountability within the team; establish KPIs and document and address performance concerns.

Develop and implement strategies to retain and grow success-managed accounts, ensuring alignment with customer goals and Valant's objectives.

Monitor account performance and identify opportunities for expansion and improvement through upsell, cross-sell, partnerships, and additional services.

Manage renewal strategies, communications, and implementation of price increases for success-managed customers, ensuring accurate documentation. Effectively objection handle and address concerns to mitigate retention risk.

Design and oversee customer engagement initiatives that foster strong relationships and enhance customer loyalty.

Collaborate with cross-functional teams to create solutions that meet the unique needs of strategic accounts.

Utilize data analytics to assess success-managed customer health, satisfaction, and engagement levels.

Prepare and present reports and data on success-managed account performance, engagement metrics, and growth opportunities to senior leadership.

Act as the voice of the customer within Valant, advocating for their needs and ensuring their feedback is integrated into product development and service enhancements.

Handle success-managed customer escalations effectively, ensuring timely resolution of issues and maintaining customer satisfaction. Collaborate with internal teams to address escalated concerns and implement corrective actions.

Stay informed about industry trends and competitive landscape to identify potential threats and opportunities for strategic accounts.

Share insights with internal teams to inform business strategy and customer offerings.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS account managementCustomer successCRM tools proficiencyData analysis proficiencyMicrosoft Office suiteBehavioral Health/EHR experienceInterpersonal abilities