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Hart, Inc. · 3 days ago

Director of Delivery Services and Customer Success

United States

Full-time

Remote

Director/Executive

10+ years exp

Hart, Inc. is a company focused on enhancing the healthcare system through innovative data management software. They are seeking a Director of Delivery and Customer Success to build and lead a unified team that supports customers transitioning to active users of their platform, ensuring long-term partnerships and satisfaction.

Archiving ServiceData IntegrationHealth CareInformation TechnologySoftware

Comp. & Benefits

Responsibilities

Develop and execute a comprehensive account management strategy aligned with the company's goals and objectives. This includes overseeing all customer engagements, driving value, maintaining and advancing growth strategies and revenue, and managing daily operational processes

Build, lead, and mentor a world-class team, including recruiting and developing high-performing individuals (Account Managers, Project Managers, Professional Services, Support, and Data Engineering)

Establish clear metrics and KPIs to measure the effectiveness of the team's performance and drive continuous improvement

Develop the internal roadmap for the function, including collateral, process, and documentation to effectively implement the strategy

Develop a company-wide customer success motion, integrating systems, processes, content, and data to/from stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc.)

Drive operational practices to track performance of teams and individuals and enhance the scalability and effectiveness of the function

Work closely with finance, marketing, and sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

Serve as the primary point of contact for key accounts post sale, building strong relationships based on trust, transparency, and communication

Lead the efforts for Lifecycle and Account Growth

Increase future client lifetime value through product expansion and addition, customer satisfaction, and overall health scores

Reduce churn and drive new business growth through greater advocacy and reference ability, continuously growing the reference-ability of the customer

Develop and execute account expansion strategies to maximize revenue opportunities and increase customer lifetime value

Proactively identify upsell and cross-sell opportunities based on a deep understanding of customer goals, challenges, and market trends

Establish best practices for customer profitability, including invoicing, accounts receivable, cash collections, write-off, and contractual interactions

Work closely with internal teams, including sales, product development, and implementation, to ensure alignment on customer expectations and deliverables

Facilitate seamless transitions between departments, providing clear guidance and support to ensure customer needs are met efficiently and effectively

Advocate for customer priorities within the organization, championing their interests and driving initiatives to enhance the overall customer experience

Address escalated customer issues with speed and urgency, serving as the escalation point and orchestrating resources across the company to resolve requests and complaints

Aid in product design and development, sharing customer feedback and insights for revenue opportunities

Analyze customer data to continuously improve the customer experience and inform data-driven decision-making

Develop and deliver product demonstrations for customers

Qualification

Healthcare data transformationAccount managementCustomer successSales processesCustomer lifecycle managementLeadership experienceAnalytical thinkingCommunication skillsProblem solvingCollaboration

Required

10+ years of experience in software, health care data transformation, business management, product management, or marketing

At least 5 years of experience in a leadership role, with a strong preference for at least 10 years in the Healthcare industry

Bachelor's Degree in Business, Communications or Science related discipline; MBA preferred

Proven track record of success in account management, customer success, or a related field

Strong understanding of sales processes, customer lifecycle management, and customer retention strategies

Demonstrated progressive management experience leading teams in a software company or professional services

Proven ability to develop strategies, translate them into initiatives, and track successful delivery

Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning

Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

Able to collaborate across the organization and with external stakeholders

Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

Travel to Headquarters required on a regular basis. Client travel as needed, minimum 15% travel