Director of Customer Success (Implementation)
Myndshft Technologies, Inc., United States

We're looking for a dynamic, customer-focused leader to drive an exceptional onboarding experience for our customer and strategic partners. You will utilize your background and experience to dramatically enhance our customer onboarding operations and go-forward strategy. This Director will lead a team responsible for onboarding customers onto Myndshft’s platform, applications, and services. You will play a major role in refining the Onboarding/Activations team, advancing how we onboard our customers/partners and improve customer experience.

About the role:

• Enhance the customer onboarding experience from post-sale to hand-off to customer success and operations
• Analyze customer satisfaction and performance data to identify critical points to improve the onboarding experience and design strategies or initiatives which result in WOW experiences
• Assist in recruiting, coaching and leading members of the Client Onboarding Team (COT), partnering closely with Recruitment and internal local leaders to find excellent local candidates
• Maintain a high level of team engagement and motivation by building confidence and trust in your direct reports.
• Manage day-to-day onboarding operations, goal setting, career development, performance management, and growth of team members
• Collaborate closely with counterparts to drive alignment and results
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and, unique solutions are necessary

Responsibilities will include:

• Coordinate, prioritize and lead implementation events with internal and external partners, exercising full control of project plans and key achievements and assuming ultimate accountability for event delivery
• Guide our new customers through a defined implementation process to get them up and running
• Advise our customers on best practices and understand/document their goals
• Support our customers with any go live questions, challenges or concerns they may have
• Communicate effectively against success criteria within the project team (Sales amp; Client Success reps) and external stakeholders (clients)
• Provide critical control functions such as requesting/receiving sign-offs from key partners in advance of launches/changes becoming effective and incorporating service level agreements into credible end-to-end timelines
• Build positive relationships across the organization by listening carefully to our internal partners and working hard to deliver for the team
• Ensuring the effective, efficient and successful onboarding and implementation of new and existing clients and strategic partners while driving high-end client experience
• Consistently evaluate processes and look for ways to improve overall productivity and accuracy
• Lead by example, assume responsibilities where a gap needs to be filled. Sets high standards amp; follows established company policies and procedures
• Perform personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervise the daily activities of the team
• Continually develop and maintain a working knowledge of internal policies and procedures to effectively assist all clients.
• Handle escalated issues and works closely with clients and internal business units to ensure all issues are resolved and supports the company’s goals and values
• Identify any expectation management issues and reconcile them quickly
• Work closely with the product, engineering, sales, the enablement team and customer success teams to ensure there are no risks or gaps when onboarding a new client or strategic partner

Requirements

• Passionate about the company's mission and vision.
• At least four years of work experience leading customer implementation or onboarding teams
• Experience in either the technology or healthcare industries
• Comfortable identifying pain points in existing processes, and making recommendations for improvements / willingness to adapt to process changes
• Ability to make informal and formal presentations, inside and outside the organization; speaking before assigned team or other groups as needed
• Ability to work in a collaborative, team-oriented environment
• Effective organizational and time management skills
• Ability to meet tight deadlines and to prioritize own work
• Expertise in articulating ideas and building relationships
• High-energy, hard worker who sees things through
• The ability to triage competing priorities
• A willingness to learn about the tools and software we use to make our company run better

Benefits

• Competitive salary that correlates with your ability to contrib

Job Rewards and Benefits