Proximie

Director of Customer Success

Proximie

full-time

Posted on:

Location Type: Remote

Location: Florida • Illinois • United States

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Job Level

Lead

About the role

  • Lead and oversee the implementation and onboarding of new customers, ensuring a seamless transition from sale to full platform deployment.
  • Engaging with key opinion leaders, nurses, information technology teams, hospital administrators, senior leadership, and executive leadership within existing accounts to understand product adoption and utilization.
  • Performing analysis of customer process experience, identifying opportunities for improvement and further efficiency.
  • Collaborate with the customer stakeholders and operators to define key measures of success aligned with customer’s vision and strategy.
  • Mobilize internal functions (sales ops, product, customer service) to ensure delivery and achievement of set targets.
  • As the voice of the customer, you’ll provide valuable data and insights back to sales, product, engineering, and design teams allowing continuous innovation and an outstanding customer experience.
  • Own renewal and expansion targets, identifying and converting upsell and cross-sell opportunities in close partnership with the sales team.
  • Develop and deliver training programs to drive platform proficiency across customer organisations.
  • Help identify opportunities for account growth, working closely with sales leadership.

Requirements

  • BA/BS degree; advanced degree (MBA or clinical field) preferred.
  • Minimum of 10 years’ experience within US hospital systems, with at least 3 years in a customer success, professional services, or account leadership role at a healthcare SaaS company.
  • Demonstrated knowledge and understanding of hospital operation room processes/surgical services.
  • Deep understanding of business planning processes for hospitals and a knowledge of driving profitable/maximum value led service lines.
  • Advanced analytical skills with the ability to translate information into solutions that align with market understanding/expectations in surgery.
  • Excellent communication, consultation, and presentation skills.
  • Collaborative team player with cross functional relationship building skills.
  • The ability to travel up to 25% to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers.
  • Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00 AM to 5:00 PM workday. This role may require you to work evenings, early morning, or weekend shifts as needed to deliver exemplary customer service.
Benefits
  • Generous annual leave.
  • Two “well-being” days per year plus the day off for your birthday.
  • “Summer Fridays” – early office closing on Fridays during summer months.
  • Annual bonus programme – based on individual contribution.
  • To support your professional growth, all permanent employees will have access to an annual stipend of $1,000 to assist with personal development activities.
  • Flexible working hours - we trust our people to manage their time and to focus on wider results.
  • A flat organizational structure where every opinion matters, ideas are cultivated, and innovation is encouraged.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount leadershipbusiness planninganalytical skillstraining program developmentsurgical services knowledgeprocess improvementdata analysisupsellingcross-selling
Soft Skills
communication skillsconsultation skillspresentation skillscollaborationrelationship buildingteam playerflexibilitycustomer service orientationleadershipproblem-solving
Certifications
BA/BS degreeMBA (preferred)