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Customer Success Director

Company: Unite Us
Location: Bowling Green
Posted on: June 5, 2021

Job Description:

Who We Are:

As our co-founders transitioned from military to civilian life, they encountered barriers and inefficiencies navigating the most basic health and social services. Together, they set out to improve that experience for others. Recognizing that social care is essential for better health outcomes, they embarked on a mission to connect people to the care they need, when they need it, in communities across the country. Unite Us has developed an intuitive and seamless technology solution that goes beyond the traditional referral method. We work side-by-side with local organizations, and track data and outcomes to build coordinated care networks that support all aspects of community health. Unite Us is boldly changing the nation's care delivery system. If you want to do well and do good, join Unite Us- we can build healthier communities together.

About the Customer Success Team:

The Customer Success Director role exists within the Customer Success team and reports to the Head of Acco. This group is a highly collaborative, fast-paced, and evolving team responsible for implementing new networks and maintaining relationships with existing clients. Our style of partnership and support is hands-on and relationship-based; we are proud of the white glove service we provide to our customers. We are experts in bringing together communities of providers - both in and out of the software- and we extend that expertise to our customers every day. As a team, we are quirky, dynamic, and collaborative. We share a passion for the work we do and hold each other to a high standard of work ethic, but we also know how to have fun!

About the Customer Success Director role:

As a Customer Success Director, you are responsible for the ongoing success of the local account team. You will lead a team of Customer Success Managers in working cross-functionally with multiple internal teams to ensure alignment with customer objectives. You and your team will play a crucial role in developing and leading the Unite Us strategies for customer engagement, implementation, and retention in your region. You will be the leader in providing extraordinary service and meeting and exceeding customer expectations while maintaining a healthy account portfolio. This is a tremendous opportunity to help shape and scale our Customer Success organization as we meet our hyper-growth plans.

What You'll Do:

  • Lead a Regional Customer Success team with ultimate accountability for customer retention and growth. Leading indicators of success include a high rate of customer satisfaction and customer ROI for their participation in the coordinated care network. Ensure each customer within your portfolio receives the white-glove service Unite Us is known for.
  • Establish team goals and monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate the need for additional resources
  • Monitor and regularly report on customer lifecycle KPIs that will measure implementation, product adoption, user engagement, and client satisfaction
  • Closely monitor the trending health of each account. Serve as point of escalation for at-risk accounts and coordinate resources to bring those accounts back to good health.
  • Work with Network Development and the State Network Directors to identify risks, execute on mitigations, and identify trends and uncover opportunities for new business and/or upselling in the region
  • Coach the regional team so they set a standard for the experience they give our customers, are fulfilled by their work, and have a deep understanding and plan for their careers

What's Required

  • Demonstrated partnerships with large clients and proven track record as a trusted advisor to clients.
  • Natural leadership and networking abilities - you are a people person with servant leadership mentality
  • Ability to improve processes, manage change, and drive enablement and adoption
  • A focus on solution-seeking in the face of a challenge; you know how to organize and prioritize your workload for you and your team
  • Demonstrated success managing complex projects and initiatives with organization and confidence
  • Passion and ability to thrive in a variable and demanding startup environment - you are solutions-oriented and highly adaptable
  • Demonstrated initiative, solid judgment, and ability to act with a sense of urgency
  • Proven ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Excellent communication skills- Clear, concise, assertive and tactful
  • A passion for healthcare or human services

Education and Experience:

  • Four-year college degree from an accredited institution, Masters degree preferred
  • At least 8+ years of experience in Customer Success/Account Management
  • At least 3+ years people management
  • Experience within healthcare preferred

Environmental Job Requirements & Working Conditions:

  • This position is remote based within the state of California
  • This position requires 20% travel (when safe - our team is currently not traveling)

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at (see application details) to request an accommodation.

Keywords: Unite Us, Bowling Green , Customer Success Director, Other , Bowling Green, Kentucky

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