Harris Computer – Director, Customer Success – $100k / $125k – Wisconsin, USA

Job Description

ConnectureDRX is the industry leader in providing digital solutions for Medicare shopping, quoting, enrollment, and retention.

We are seeking a Director of Customer Success who will lead the Customer Success team managing the API and Drug Compare (DC) product customers. The individual selected for this role will be a highly energetic self-starter who will take on responsibilities within our Customer Success organization to drive our customers’ success and our continued efforts related to operational excellence.

The Director must be a leader that can champion change as we scale the business while also maintaining a strong customer focus that puts our customers’ success at the forefront of our decisions.  The Director will ultimately be responsible for the success of our existing customers and the operational activities within the API/DC Customer success team.

The essential responsibilities of the Director, Customer Success are:

• Accountability for the success and retention of the customers that the API/DC Customer Success Team supports. This includes overall ownership for API/DC customer onboarding, training, implementation, support, renewals, expansions, and advocacy for customers.
• Player/coach role – expect to serve as CSM on some strategic accounts and manage the team with overall accountability for the customers they own.
• Become an expert in ConnectureDRX’s API and DC products and what it means to achieve customer success for our customers. With a comprehensive understanding of the solution, serve as a consultant internally and for customers, identifying opportunities to optimize the use of the solutions.
• Set, meet, and monitor departmental goals to drive optimal performance within the API/DC customer success team.
• Train, mentor and grow the team.
• Define segmentation for your customer portfolio. Identify and drive operational efficiencies in support of that customer segmentation.
• Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base.
• Provide data-driven insights to increase product adoption and help maximize the value of our solution.
• Provide guidance and support to the Sales team on potential deals. Identify opportunities to expand customer relationships and generate leads for the Sales team.
• Build relationships with key contacts at strategic customers to reinforce and drive the value of the products.
• Function as the voice of the customer and provide feedback to Sales, Product, and Operations on how ConnectureDRX can better serve our API/DC customers to drive value.
• Ensure customers are receiving value for their contracts. Enhance the customer journey, identifying ways to improve customer engagement and drive value for customers. Including but not limited to having accountability for customer education experiments this year.
• Operational performance improvements to reduce customer call and ticket volume
• Regular process review to improve efficiencies wherever possible
• Resolve customer service-related issues & contribute towards improving overall customer service.
• Act as a senior point of escalation for your team and their customers and personally manage resolution. This may require direct intervention with customers to discuss and conduct live troubleshooting of critical issues.
• Develop a customer optimization program
• Lead cross-functionally to drive customer success. Build internal relationships and work closely internally to share feedback, advocate for change, collaborate on cross-functional projects, make decisions, and solve problems.
• Understand provisions of contracts and communicate to customers as needed thereby contributing towards monthly revenue targets.
• Performance monitoring and explanation of required metrics. Expectation to create process/dashboards to track and follow up on customer metrics and metrics to measure team by.
• Ownership of understanding and determining action based on annual NPS score.
• Occasional travel, primarily for customer visits, customer conferences, and internal conferences or leadership meetings.
• Proactive communication to leadership on team/customer successes and challenges.

What we are looking for:

• Minimum seven (7) plus years of enterprise-level Customer Success, Account/Relationship Management for B2B, SaaS, or similar environment and/or relevant Healthcare IT work experience.
• Technical competency and aptitude with API, software applications, tools, and internal systems. Conceptual understanding of REST APIs and experience calling them using Postman or SOAP UI.
• Ability to troubleshoot using web developer tools.
• Expert-level Excel skills and a strong understanding of web analytics.
• Strong customer focus and excellent interpersonal skills to build trusted relationships with individuals at all levels of an organization
• Superior written and oral communication skills, including presentation skills. Ability to empathize, earn trust, and influence internal and external stakeholders.
• Effective project management and expectation-setting skills and the ability to prioritize and delegate task execution.
• Detail-oriented, and highly organized with the ability to manage multiple and concurrent priorities.
• Excellent critical thinking and problem-solving skills with the ability to think and respond quickly in front of customers
• Deeply analytical – use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across stakeholders and reach insightful, actionable answers to challenging and ambiguous problems.
• A growth mindset and an eye toward constant improvement
• Passionate about customers and the technologies that serve them
• Strong focus on user needs and an intellectual curiosity about the products that help to meet them.
• Willing to travel up to 50% of the time when needed
• Minimum of Bachelor’s Degree or relevant post-graduate experience.

What will make you stand out:

• Listening and problem-solving skills; ability to proactively address issues and coordinate solutions
• Change management experience
• Medicare industry knowledge is a plus
• Agency/FMO experience a plus

Salary:

• $100,000 – 125,000 USD

What we offer:

• Culture for Growth
• Top Notch Employee Health & Well-Being Benefit
• Every Voice Matters
• Global Reach
• Careers with Purpose
• World Class Career Development Programs
• Focus On Sustainability

About us:

For nearly two decades, ConnectureDRX’s vast network of health plan data has brought carriers, FMOs, and brokers together to simplify selling health plans in order to help millions of consumers find and enroll in their best-fit Medicare plans every year.