Apply on Employer Site

Qualifacts · 3 hours ago

Director, Customer Success (EHR platform)

Tampa, FL

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity and compliance. The Director, Customer Success will focus on developing strategies to enhance customer satisfaction and retention, while overseeing the Customer Success Management leadership team and collaborating with various departments to achieve organizational goals.

Health CareInformation TechnologySoftware

Responsibilities

Provide global functional direction on action planning efforts to mitigate escalations and churn risks to team group, as well as interdepartmentally

Interacts frequently with senior and lower management, as well as executive level personas to assist in making informed decisions to encourage c/p satisfaction and retention on a global scale

Presentation of key customer and departmental data to inform business leaders in customer facing decision exercises

Strategize with various department leads on process improvements to support customer satisfaction and retention

Inform executive leadership of data to support departmental growth and scale

Provide direct feedback to executive leadership to shape corporate goals and policy

Oversee day-to-day operations and activities of the Customer Success Management leadership team, providing direct input and direction to senior leaders

Execute regularly scheduled supervision with subordinate leaders as defined by departmental policy

Execute regularly scheduled professional development growth path assessments for senior leaders

Provide guidance and tactical strategy solutions to senior and lower management to execute performance improvement plans

Ensure adherence to company policies and procedures, departmental and companywide goals

Provide day-to-day leadership, management, and functional advisement consistent with the Company’s mission and core values to execute daily operations and policies of the company, establishing long term operational efficiencies, and attaining short and long-term operational goals

Work directly with departmental senior leadership including Sales & Marketing, Finance, Implementation, Contracts, Product, & Support to develop cross-departmental strategies to support customer retention, churn risk mitigation, and customer satisfaction

Display willingness to make timely decisions; exhibit sound and accurate judgment, support and explain reasoning for decisions, and include appropriate people in decision-making process

Recruit, train, mentor and supervise team senior leaders and establish initiatives to motivate and educate staff

Ensure customer needs are addressed in a timely manner and ensuring overall customer satisfaction

Serve as a point of escalation for customer challenges that warrant leadership support

Develop and execute functional strategies to be applied across team leaders and team members

Develop and implement KPIs to be applied departmentally, as well as to inform other business leaders for process and policy improvement

Develop and execute operational procedures and goals, and liaise with companywide senior leaders for future initiatives

Qualification

Account ManagementProject ManagementLeadershipBehavioral Health KnowledgeData AnalysisTrainingRelationship BuildingCommunication

Required

B.S. Degree in related area with 10 years of experience and/or master's degree in related area with 5 years of experience in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications