Director - Customer Success
- Compensation
- Not disclosed
- Location
- Noida, Uttar Pradesh, India
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- Not specified
- Category
- Customer success
- Posted
Must have
- Experience in technical account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 8-10 customers).
- Analytical mindset and demonstrated capability to work on analytical or digital transformation projects
- Computer Science or Engineering (any discipline) background.
- Experience in US Healthcare to include Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences markets.
- Executive presence and the ability to engage with senior-level clients with excellent written, and verbal communication skills
- Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction.
- Experience in leading delivery/engineering teams in a technology company is a strong plus
- Worked with offshore/India teams extensively
- Extraordinary ability to take on open-ended problems in unstructured environments, dive into details, and deliver outcomes
- Ability to travel 10-20%. Varies by account needs
- Ability to work US Pacific hours
Full description
Customer Success at Innovaccer
Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.
About the Role
The role of the Director-Customer Success is to be a trusted advisor to the client who not only plans, and manages the team and delivers work according to deadlines and within budget but also drives new solutions to best serve the clients. You'll work as part of and also manage a driven and creative team of product, data, and integration engineers and designers to deploy our platform and solutions against the most challenging problems in the healthcare industry.
You’ll immerse yourselves in our customers' most intricate workflows, explore the business problems and understand their true needs, and deliver our solutions that enable our customers to scale and drive adoption while ensuring a great experience for your customers. The problems you tackle will require an analytical and technological mindset, a sharp intuition for the key business and technology issues, and a strong degree of user empathy.
A Day in the Life
- Understand customer needs and be a client counselor by working together with the customer to come up with solutions to key customer problems and business objectives. Build a client relationship and acts as a trusted advisor to the client
- Manage the overall delivery of the project (charters, kickoffs, requirement gathering, delivery, QBRs) as well as the team, including collaborating with the engineering/product managers and delivery teams (DAs, FDEs, QA engineers, developers, and designers).
- Manage the overall budget and adherence to project schedule for your accounts.
- Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate the data into a stable and extensible pipeline as well as customer and product engineering teams to build bespoke workflows for new user groups.
- Present the results of our work and proposals for future work to audiences across all layers of our customers organization
Requirements
- Experience in technical account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 8-10 customers).
- Analytical mindset and demonstrated capability to work on analytical or digital transformation projects
- Computer Science or Engineering (any discipline) background.
- Experience in US Healthcare to include Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences markets.