Director, Customer Success

Description

Customer Success Director

As a Customer Success Director you will be responsible for ensuring the complete post-sale success and satisfaction of our Atlanta based Advanced Primary Care capabilities through establishing yourself as a trusted advisor and business partner. The Customer Success Director is engaged throughout the customer’s journey, focused on value maximization, building and managing effective relationships that promote growth, loyalty and retention.

The Customer Success Director works closely with customer executives and decision makers to understand their business model; create strategies addressing their current challenges and goals; and identifies cost of care insights that drive optimal financial and employee health outcome performance. 

The Customer Success Director actively partners with our Marketing Engagement team to increase attributed members to our Vera Whole Health Clinics. The Customer Success Director mitigates risks and proactively identifies and communicates how our approach to primary care impacts their business and drives value. 

Develop and maintain a strong relationship with the customer’s executives and day-to-day contacts.

• Ultimate responsibility and accountability for customer satisfaction, employee attribution to our clinics and revenue growth within out Atlanta market

• Tailor an account plan for each customer that aligns with their business goals and coordinate appropriate internal domain experts for delivery including engagement, clinical operations and product development

• Effectively network and build trusting relationships with customer leadership through business reviews, strategy planning and opportunity assessment

• Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.

• Maintain day-to-day relationships with assigned customer(s) to drive employee attribution to Vera Whole Health clinics

• Raise opportunities for growth to the Elevance Executive

• Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace

• Partner with customer leadership to ensure overall success of all customer selected quality programs

Education & Experience Required

• Bachelor’s Degree required, MBA preferred

• Minimum 5-7 years of professional experience including working knowledge of value-based care, the healthcare payer industry and Atlanta market

• Experience collaborating with executive-level stakeholders, fostering honest dialogue through conflict mediation
   

Knowledge & Skills

• Excellent written and verbal communication skills and effective networking with a broad base of internal and external constituents

• Ability to manage numerous detail-intensive, interdependent, and time-sensitive tasks and ensure the accurate completion of the same

• Proactive attitude toward issue management and communication

• Empathetic communicator with a consultative approach, able to see things from other person's point of view

• Skilled at driving to success regardless of individual level of subject matter expertise.

• Ability to work independently as well as part of an extended, cross-functional team

• Demonstrated ability to influence others to achieve desired results

• Ability to travel as needed, typically 20%

• Self-driven, results-oriented with a positive outlook

Compensation:  $131k-$196k/annual salary & bonus eligible (national average, premium markets may vary)