Director, Customer Success – East
Attentive
Vice President, Customer Success
Wheel
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Colorado, Illinois, Massachusetts, New York, Texas, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $199,000 - $221,000 per year
Job Level
Lead
About the role
- Serve as the exec lead on Wheel’s enterprise accounts, driving internal and external alignment on product and operations priorities and ensuring the client voice is heard & understood by all Wheel team members.
- Lead, develop and manage a standard setting client success team that Wheel clients love to work with and Wheel team mates enjoy collaborating with to ensure client and patient success.
- Drive Wheel’s client retention, expansion and growth strategy, hitting or exceeding revenue targets for client expansion.
- Lead all aspects of Wheel’s client implementation and continuously improve our enterprise implementation methodology and approach across segments to drive client satisfaction and successful launches.
- Lead cross-functional collaboration across Wheel’s operational teams including R&D, Network Operations, Clinical Operations and Finance to drive key initiatives to ensure performance to client requirements and attain high client NPS.
- Partner closely with Wheel’s leadership team to ensure the successful delivery of our platform as well as delivering insights to R&D and Operations that drive strategic growth channels for the business.
- Develop and implement strategies to optimize client onboarding, adoption, and ongoing usage of our platform and services, building on the existing. implementation methodology to create a world class, enterprise strategy.
- Monitor and analyze client usage data, and use insights to drive product and service improvements.
- Develop and deliver regular reports on client success metrics, and use data to drive continuous improvement in client success initiatives.
- Stay up-to-date on industry trends and best practices in client success and virtual care delivery, and share insights with the broader team to drive innovation and growth.
Requirements
- 12+ years of experience in client success, account management, or client success roles in enterprise healthcare, or virtual care delivery organizations.
- 7+ years of experience leading and managing high-performing client success teams across Solutions, Implementation, and Account Management
- Experience managing a P&L, and driving optimization and scalability of your business units.
- Experience and deep understanding of R&D organizations and tech products, ability to work closely with Solutions Engineers to understand client needs and drive optimal implementations as well as upsell/cross-sell opportunities.
- Proven track record of driving client satisfaction, retention, and growth.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal stakeholders.
- Strong data analysis skills, with the ability to derive insights from data and use them to drive quick business decisions.
- Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
- Bachelor’s degree in business, marketing, or a related field; MBA or advanced degree preferred.
Benefits
- Medical, Dental and Vision
- Ancillary: Life, Short and Long Term Disability
- 401K match
- Flexible PTO
- Parental Leave
- Stock options
- Additional programs and perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client successaccount managementP&L managementdata analysisproject managementimplementation methodologyclient onboardingclient retentionupsellcross-sell
Soft skills
analytical skillsproblem-solving skillscommunication skillsinterpersonal skillsrelationship buildingteam leadershipcollaborationstrategic thinkingcontinuous improvementinnovation
Certifications
Bachelor’s degreeMBA
