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Director of Customer Success
3 months ago
Location: Minneapolis
FLSA Status: Exempt
Job Status: Full Time
Work Model: Hybrid - Company office is located in Minneapolis, MN
Work Schedule: Monday–Friday with occasional evenings and/or weekends
Vehicle Required: No
Amount of Travel Required: Rare domestic travel
Positions Supervised: None
Reports To: VP of Operations
Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life's challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets our members where they are, and understands the community — can ease those burdens and effectively connect members to health care. Our mission-driven and member-focused company is seeking an experienced and highly self-motivated Director of Customer Success.
The goal of this position is to be the bridge for effective management of our customers. At Reema, there are three main components of this work and they can look different depending on the specific customer relationship and internal team needs. First, this role partners closely with our Growth team to support deal progression and ensure a smooth transition from contracting to launch to ongoing success. As we enter new states and new markets, this role is instrumental in ensuring that Reema is set up to be able to launch our services and deliver on that promise. Our implementation begins long before a contract is signed and goes long after we have launched. Second, this role fosters ongoing relationships with the customer and manages the accounts over the long term, ensuring timely reporting and actively looking for opportunities to grow within these relationships. Third, this role manages the internal components of our customer relationships, including invoicing and communicating the detail and nuance of customer goals to ensure that our Care Teams can effectively meet the customer expectations. This role is responsible for a broad range of duties, project management and communication, both internal and external that are essential to Reema's success.
How You Will Add Value:
- Partner with the Growth team to support deals as they approach contracting to ensure a smooth transition to launch and ongoing success.
- Foster relationships with customers and manage accounts over the long term.
- Manage internal and external process to ensure timely reporting and data transfers
- Partner with Care Teams, Program Team, Product team, and Technology team to ensure that they are clear on the nuances of customer expectations and that the customer has a clear picture of the full scope of Reema's impact.
- Help develop and shape our internal processes to ensure efficiency and scalability across multiple types of customer implementations.
- Drive our customer's project plans and guide them as they implement new or updated offerings.
- Develop workflows, solution design documents, and other project artifacts, ensuring scope is clearly defined.
- Develop milestone plans that align to the overall project, including estimating project resource plans, and maintaining status reports for all business resources and end users, which include risk analysis and mitigation plans.
- Work with the Field Director to support and onboard guide teams in new markets.
- Collaborate with Reema's data team and customers on data issues
- Create better and faster ways of deploying our solutions by working with our product, operations and growth team.
- Manage existing customer relationships through consistent and ongoing communication.
- Serve as the trusted advisor to our customers being able to anticipate, identify and resolve potential risks.
- Identify opportunities to delight and expand existing customer relationships.
- Manage multiple concurrent projects; track and communicate to both internal and customer stakeholders, the progress of each project; and effectively use available resources to meet timelines.
Education, Experience and Skills:
- Bachelor's Degree required
- Minimum of 4-6 years of implementation / project management experience.
- Experience working in or with health plans, especially Medicaid or Medicare.
- Strength to multitask, manage multiple priorities, and prioritize appropriately to meet strict deadlines is essential.
- Healthcare implementation experience; preferably implementing a health care services provider, managed care products / markets, and/or risk bearing provider.
- Strong interpersonal communication skills and an ability to create and manage relationships with customers and internal stakeholders
- Demonstrated ability to deliver outstanding customer service to customers, prospects, members, and partners.
- Understand the role implementation and account management has in winning business with customers
- Flexibility to simultaneously build and improve processes while managing new launches, program updates, and regular customer meetings
- Adept at working in a fast-paced environment where rapid change and continuous changes are the norm.
- A resourceful problem-solver with strong analytical skills.
- Preferred: High growth startup experience.
Benefits:
- Competitive Salary and Equity Package
- Medical, Dental, and Vision Insurance
- HSA and FSA Options
- 401(k) Retirement Savings with Company Match
- Employee Assistance Program
- Paid Parental Leave
- Accrued Paid Time Off
- Technology Stipend
- Flexible Schedules and Remote Work
As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.
Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
