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Head of Customer Success

Baltimore, MD
Head of Customer Success
About the Company
The organization is a well-funded, startup machine learning and data analytics software company.  Presently the organization is in the pre-launch phase but poised for tremendous growth.
About the Job
The Head of Customer Success plays a critical executive leadership role within organization, serving as a key influential leader to build and develop sustainable post-sales support operations, customer support initiatives, and continuous improvement as it relates to customer outcomes.   This is the first hire to launch the department and this position is a critical hire for our client as this position will serve in an executive capacity and work closely with the CEO.
Essential Duties & Responsibilities
  • Build and lead a scalable Customer Success Department from the ground up
  • Implement all the processes and workflow for the Customer Success Department
  • Evaluate and roll out all the Customer Support Systems
  • Create a consistent and valued customer support experience developing and scaling repeatable methodologies and proven best practices
  • Define and optimize the customer lifecycle and map the customer support journey with a focus on metrics
  • Expand our services revenue in accounts via vertical selling
  • Maintain and expand highly effective working relationships with customers/users, stakeholders, vendors and partners to integrate strategic support and continuous improvement plans into overall strategic objectives
  • Influence future lifetime value through higher customer satisfaction and overall health scores
  • Drive a customer success culture and effectively act as an internal customer advocate at the executive level, exposing the customer’s pain points and opportunities at high levels of the organization
  • Provide key strategic voice of the customer input to the leadership team
  • Develop strategies to improve customer interaction and contact deflection
  • Work as a business partner with client leaders and users to evaluate/improve business processes and arrive at mutual, cost effective solutions for business process efficiency and productivity
  • Ensure timely, consistent and accurate responses to client queries, escalations, concerns or complaints
  • Drive improvements and initiatives in partnership with relevant stakeholders or business owners to resolve support issues, failures or adverse feedback from clients
  • Work cross functionally to create best practices, processes and policies to improve overall customer experience
Job Requirements
  • MBA or another post-graduate degree
  • Experience working in a startup organization is essential
  • Ability to thrive and preform in a rapid change environment is a must
  • Experience driving clinical outcomes strongly preferred
  • Strong business development experience skilled in Healthcare Industry, Business Intelligence and Data Analytics.
  • 5+ years managing Customer Success, Account Management, Client Services or Relationship Management
  • Exceptional interpersonal skills & executive presences– ability to synthesize complex issues and communicate into simple messages for peers, customers and national employee teams
  • Strong business acumen
  • Proven ability to influence, energize, develop and drive change through exceptional written and verbal communication skills
  • Experience leading a P&L with financial responsibilities and providing leadership for all functional services areas including experience handling customer escalations
  • Strong track record of building a high-performance team; attracting, developing and retaining talent
  • Demonstrated success in working with customers to resolve complex issues and develop solid business relationships
  • In-depth knowledge of and experience in the Digital Technologies, IT, Software markets, ideally in the Healthcare space
  • Inclusive leadership style with a focus on personal involvement, trust and flexibility
  • Ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managed
  • Proven client engagement capability: unrelenting passion and zeal to engage with customers
  • Passionate about driving change/influence across cross functions and organizational boundaries
  • Ability to translate strategic direction into tactical deliverables that are readily embraced by organization’s tactical layers
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