Summary/Objective
The Director, Customer Success will work closely with customer executives at hospitals, health systems and similar facilities to provide valued guidance with regard to strategy, objectives and definition of future SOC platform opportunities.
Essential Functions
Own the overall customer experience in your assigned territory and manage the customer relationship post implementation Articulate service line value and facilitate resolution to customer inquires Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive customer initiatives within the organization Perform monthly calls and quarterly business reviews with your book of business to maintain customer health and strengthen the customer partnership Directly influence our clients’ experiences at the executive leadership level and as the escalation point for any satisfaction issues in the relationship Balance your role as a customer advocate and strong representative of SOC with minimal supervisionRequirements
Qualifications
Minimum Required
Bachelor’s Degree 6 years of experience in a customer facing account management role within the healthcare industry or related field.Other Required
Ablility to apply strategic, critical and analytic thinking skills to facilitate resolution to customer issues and requests Strongly comfortable with communicating with and/or presenting to any level of employee in a hospital setting (c-suite, clinical, both nurse amp; physicians, credentialing, quality, and IT staff) Prepared to act as the subject matter expert on your clients with internal SOC stakeholders, reporting on trends, issues, and opportunities that will help us to improve product offerings and operations Organized and project management oriented Interested in working with current clients rather than prospecting and calling on new business Successful use of CRM applications for documentation and gathering information Ability to communicate information clearly using standard Microsoft applications: Outlook, Excel, Word, and PowerPoint Ability to organize data to communicate during face to face, video or phone-based meetings (internally and externally) Flexible and ability to travel (40%-50%) within territory amp; corporate offices (Monday Friday) Must be able to read, write, speak fluently and comprehend the English languagePreferred
Familiar with healthcare or hospital terminology, departments and rolesAdditional Eligibility Requirements
Physical Requirements
Requires the physical abilities to lift, position, push, pull, and/or transfer materials in excess of 20 pounds. Also requires dexterity in the fingers, hands, and arms to type, write, and manipulate small technical devices. Requires the mental and visual ability to view and concentrate on a computer screen and small technical devices.Benefits
As part of its total compensation strategy, SOC Telemed provides its employees with a comprehensive benefits package. The benefits program is designed to provide you with the opportunity to select benefit options that best fit your lifestyle and personal choices.
Benefits Include:
- Health Insurance (Medical, Dental, Vision)
- Health Savings Account
- Flexible Spending (Medical and Dependent Care)
- Employer Paid Short and Long Term Disability
- Employer Paid 1x Life and ADamp;D (Supplemental available)
- 401(k) amp; Roth 401(k)
- Paid Time Off
- Pregnancy and Parental Leave
- Military Leave Pay
