NBME · 13 hours ago
Director, Customer Success
Philadelphia, PA
Full-time
Hybrid
Director/Executive
$144K/yr - $190K/yr
10+ years expNBME is seeking a Director, Customer Success to provide proactive and personalized care related to the use of NBME's portfolio of products and services. The Director leads a team that supports each stage of the customer's journey and serves as the primary point of contact for medical schools and health professions organizations.
AssociationHealth Care
Responsibilities
Effectively lead customer success team to achieve customer satisfaction, programmatic, business, and strategic goals. Build and maintain a high performing team through effective hiring, goal setting, rewards, team building and performance management activities
Lead sales and account management functions to drive customer satisfaction, business, revenue, and mission outcomes. Identify low and declining use customers, engage with clients to identify any concerns or reasons for lack of use, and provide solutions to drive greater customer success and value attainment. Create and implement strategies and tactics to support the sales and customer success funnels
Collaborate effectively with NBME Outreach, Product Management, Marketing and Communications, Business Operations, and the Customer Services and Resource Center teams to identify and effectively meet customer needs spanning NBME's portfolio of products and services. The Director of Customer Success will represent the voice of the customer/partner across all functional domains and ensure the strategic needs of customer/partners are being included as part of short and long-term unit, project, and portfolio roadmaps
Provide leadership to proactively and, when necessary, reactively resolve programmatic and customer service issues including the interpretation and application of program policies and practices and the resolution of problems and concerns
Manage customer and stakeholder committees, liaison activities, and outreach to various markets and stakeholders (such as health-care societies and organizations, educational institutions, faculty, students, and residents) NBME serves
Create, maintain, and expand external relationships with domestic and international medical schools and other critical stakeholder and customer groups to help inform product management about current and future needs for services and products provided to medical schools
Represent NBME at various conferences and stakeholder meetings
Qualification
Required
Expertise in developing and participating in strategic initiatives to drive customer satisfaction, utilizing insights, voice of the customer data, analytics, and customer journey mapping to understand and improve customer experience
Excellent communication and presentation skills, with the ability to deliver program-related information in an organized, informative, and engaging manner
Strong accessibility and responsiveness to stakeholders, effectively resolving routine and non-routine problems or triaging them to appropriate units, and providing effective solutions to complex customer experience issues
Proficiency in analyzing sales data, identifying trends, and making data-driven decisions. Experience with CRM systems (e.g., Salesforce) and sales analytics tools to manage and analyze customer data. Skilled in creating comprehensive sales reports and dashboards to monitor performance and inform strategic decisions
Proficiency in staying current on high-stakes testing, educational innovation, medical education, and or medical licensure issues, and sharing knowledge with staff for continuous improvement
Competence in preparing and monitoring program budgets, ensuring efficient and cost-effective use of resources, and developing processes and protocols for global market services
Experience in planning, documenting, and implementing strategic initiatives, conducting analysis of program performance, and providing summary reports to senior management and program governance
Advisory skills for executive leadership on solutions to improve productivity and customer engagement, partnering with internal groups to meet service level expectations, and representing the Medical School Program in customer journey incident resolution and with external stakeholders
10+ years of experience in medical education, higher education administration, academic program leadership, assessment, or a similar industry with transferable skills in strategic planning, stakeholder engagement, and customer experience
5+ years of experience leading cross-functional teams to operationalize and deliver on product requirements
5+ years of successful stakeholder engagement and or sales experience
Bachelor's degree required
Preferred
Master's degree preferred
Pragmatic Marketing certified preferred
Benefits
Healthcare
Dental
Prescription
Vision plans
401(k) w/match
Tuition Reimbursement Plan
Commuter Benefit: Public Transit or Parking options
Remote Friendly Workplace
Company
NBME
At NBME, we are dedicated to advancing the assessment of health care professionals to achieve optimal care for all.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Peter J. Katsufrakis
President and CEO
A
Andy Farella
Senior Vice President and Chief Information Officer
Recent News
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