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TITLE

 

Director of Customer Success (Enterprise Accounts)

COMPANY

 

Qventus

LOCATION

 

Mountain View, CA, US

Description

We’re looking for a Director of Customer Success (Enterprise Accounts) to lead the team that supports our largest accounts.  This requires strong expertise in a range of competencies including: leadership, change management, business consulting, and account management with technical professional services. The right person for this role will bring a passion for creating repeatability and predictability in a highly complex technical and operational environment.
 
The Director of Customer Success (Enterprise Accounts) will lead a team of Customer Success Managers and Customer Success Analysts, collaborate with a broad group of technical and clinical operations experts to successfully deploy and continually expand adoption of Qventus solutions.  The Director of Customer Success (Enterprise Accounts) is also a leader and manager of junior staff, supporting their achievement of goals and professional development. The right candidate has a history of consistent high performance and is passionate about making our healthcare delivery system more efficient.  
 
This position reports to the Vice President of Customer Operations.

Personal and Professional Attributes:

    • The experience, knowledge and confidence to be a leader within a fast-paced high-tech start-up company in the healthcare vertical
    • Demonstrated ability to lead and develop staff
    • Strong understanding of hospital economics and operations.
    • Strong interpersonal, communication (verbal + written), project management and client service skills with the political savvy to engage with client C-suite executives.
    • The ability to translate client needs into product and service terms for Qventus teams and articulate the implications of product features for client workflows.
    • Strong attention to detail and proven data/analytical skills with a bias towards process design and implementation
    • Flexible learning mind-set to fully understand and integrate Qventus solutions with a high level of critical thinking and the ability to navigate ambiguous and dynamic circumstances and environments.
    • Solid written communication and documentation skills to create and edit internal and client deliverables that are succinct, articulate and meet Qventus standards of quality.
    • Experience handling tough conversations, addressing and delivering pushback, understanding issues and developing effective, fact-based persuasion strategies.
    • Comfortable in an early-stage, high growth environment
    • Bias to action – intolerant of inefficiency and bureaucracy
    • Experience driving structure from ambiguity
    • Creative problem-solver, willing to be a trailblazer
    • Highly dependable and detail oriented
    • High levels of personal accountability
    • A passion for fixing our healthcare system

Core Position Responsibilities:

    • Lead the Customer Success teams that manage Qventus’ Enterprise accounts ($1mm+ ARR)
    • Responsible for client renewals, outcome generation, reference-ability and identifying opportunities for expansion
    • Guide and manage expansion of executive relationships within assigned accounts to ensure alignment both within the accounts and across the cross-functional support teams within Qventus (product, engineering, clinical operations, technical operations, sales)
    • Collaborate with Customer Success teams to define and execute account strategy – focusing short and long term efforts around prioritized efforts to drive customer value
    • Develop and manage team members
    • Act as a critical member of Customer Operations Leadership team
    • Use data and process to measure and manage account performance
    • Drive internal improvement activities including operational processes and consulting methodology
    • Craft, manage and deliver client communications and presentations
    • Provide clinical, technical and process expertise into solution design in order to address customer use cases and to deliver results
    • Partner with Product (and other areas) to drive Qventus solutions in directions our customers need
    • Act as point of escalation for all assigned accounts, both within the client and inside Qventus
    • Partner with Sales to identify and support growth – both within the assigned accounts and within prospective customers with similar profiles

Position Qualifications:

    • BA/BS required, MBA or other relevant advanced degree preferred
    • A background in professional services or consulting (5+ years) in healthcare technology or operations at a top firm
    • A track record of 5+ years leading cross-functional account teams to deliver measurable outcomes and growth
    • Experience establishing and expanding “trusted-advisor” relationships with health system executives 

Why You'll Love it Here

    • Medical, dental, and vision coverage for full-time employees
    • Open vacation time (and people actually use it!)
    • Gym membership reimbursement
    • Fun company and team outings and trips because we play just as hard as we work!
    • Education reimbursement
    • Employee referral bonuses to encourage the addition of great new people to the team
    • Plus, unlimited snacks and beverages in our kitchen!
The role is a full-time position and will be based out of Mountain View, CA or remote for US-located candidates with the right qualifications. The role will require meaningful travel up to 50%
 
Qventus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

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