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CHESS Health · 23 hours ago

Director of Customer Success

United States

Full-time

Hybrid

Lead/Staff, Director/Executive

$110K/yr - $130K/yr

5+ years exp

CHESS Health is a healthcare technology company dedicated to delivering evidence-based digital solutions for substance use disorder and mental health conditions. The Director of Customer Success will manage complex projects, lead software implementations, and engage with clients to ensure successful adoption of CHESS solutions.

Health CareHospitalMedical

Responsibilities

To be considered, please include a brief written response (3-5 sentences) in your resume or cover letter describing your experience in healthcare (5+ years required) as well as any behavioral health specific experience

The position functions as an individual contributor managing complex projects

The position’s key responsibilities are related to project management and process improvement. Within CHESS Health’s infrastructure, Customer Success = Project Management function

The position requires demonstrated experience with managing large-scale projects in a pure project management capacity (i.e. separate from account/program/technical management)

The position requires the above-referenced experience within the healthcare industry, such as payer health plans, patient engagement, referral management, behavioral health, social services, and/or care management

The position requires demonstrated experience with process improvement, ideally within a small company or startup

This position will engage with clients in the payer behavioral healthcare market

Lead in solution design, understanding business problems, designing, and recommending solutions and project approaches to the customer

Assess and fully understand customer business problems, develop project workplans to achieve stated project goals/objectives, and guide customers in their understanding of how our software will solve their business problem(s)

Build strong relationships with customers and internal CHESS teams, supporting colleagues, sharing best practices, and contributing ideas to enhance success

Successfully lead and manage multiple complex customer software implementations, successfully balancing multiple projects/customers at varying stages in the customer lifecycle. This oversight extends to leading a matrixed team of colleagues to achieve success

Handle the big picture and the details, to ensure that projects are organized, milestones, deadlines and deliverables are met, and no details are missed

Serve as a key contributor to how we work, including defining and refining internal methodologies

Use Enterprise Analytics tool to understand in-app trends, provide actionable insights, and review outcomes with customers to drive increased adoption and use of product(s); convey expertise with regards to CHESS solutions

Expand product functionality. Identify product enhancements with a lens of creativity to differentiate our products

Teach team members new software functionality as new product versions are released

Conduct customer training while focusing on most important aspects and features

Develop training videos and written content which serve as additional product content to customers and end users

Qualification

Healthcare ExperienceCustomer EngagementProject ManagementProcess ImprovementTeam LeadershipTrainingCommunication SkillsMentoringCreative Problem Solving

Required

5+ years of experience in healthcare as well as any behavioral health specific experience

Bachelor's degree and 5+ years of experience in a customer-facing role, including interacting with customer c-suite and/or executive stakeholders

Healthcare industry experience; experience with payer health plans, patient engagement, referral management, behavioral health, social services, and/or care management is a plus

5+ years of experience successfully leading teams and project management of multiple complex, state-wide or other large-scale implementations of at least one solution, while managing multiple customer implementations, including developing project workplans to achieve stated project goal/objectives

4+ years of experience supervising other's workload, training and mentoring direct reports and/or peers and stakeholders

Demonstrated ability to quickly develop a deep understanding and full knowledge of existing and new solutions and technologies

Excellent written and verbal communication skills with demonstrated ability to work collaboratively, build strong relationships, and lead teams (both internal and external) within a matrix environment

Persuasive communication style

Creative, innovative, resourceful, multi-tasking, self-directed strategic thinker who thrives working in a fast-paced environment, can navigate ambiguity, and maintain a sense of urgency