Director Customer Success

3 weeks ago

Austin, United States CROWN ADMINISTRATORS Full time
Job DescriptionJob Description

About Us

Crown Administrators is a leading third-party administrator in the healthcare space. Our Company Vision is to radically improve the way individuals interact with the healthcare system. We are committed to providing innovative and efficient health care solutions to our clients, ensuring they receive the best possible care and service. Our team is currently seeking a highly skilled and experienced Director of Customer Success to join our dynamic team.


What We Are Looking For

Our ideal candidate will play a crucial role in managing our customer success environment, optimizing its performance, and driving continuous improvements to support our business goals and enhance our service delivery.

Every Team Member is Driven by a Commitment to Live out These Values:

  • Be Authentic: Be true and honest
  • Be Helpful: Pitch in and help
  • Be Innovative: Seek & embrace innovation
  • Be Accountable: Do what you say you are going to

Employees are expected to embrace our core values by being “A Hero in Action.” These values lay the foundation for the way we engage with each other and with our clients. They form the guardrails for our decision making and approach to problem solving.


Overview

We are seeking an experienced and strategic-minded Director of Customer Success to lead our team of account managers in supporting our reseller partners and members. The ideal candidate will have a proven track record of developing and implementing successful customer success strategies, as well as a deep understanding of the reseller industry. The Director of Customer Success will be responsible for creating and nurturing a culture of success within the team, with a focus on balancing customer satisfaction and growth to drive overall success for the company.


Key Responsibilities:

  • Lead and mentor a team of account managers and account directors, providing guidance and support to help them achieve their goals

  • Develop and implement customer success strategies that align with the company's goals and objectives

  • Build strong, long-lasting relationships with key reseller partners and members, acting as a trusted advisor and advocate for their needs

  • Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the success of our reseller partners and members

  • Analyze customer data and feedback to identify trends and opportunities for improvement

  • Monitor and report on key metrics related to customer satisfaction, retention, and growth

  • Drive a culture of continuous improvement within the team, identifying and implementing best practices to enhance overall performance

  • Stay abreast of industry trends and best practices in customer success to ensure our team remains at the forefront of the field

Skills Required:

  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders

  • Strategic thinker with the ability to see the big picture and drive results

  • Must be self-motivator and self-starter;

  • Highly organized and detail-oriented, with strong analytical and problem-solving skills

  • Ability to multitask and successfully operate in a fast paced, team environment;

  • Must adapt well to change and successfully set and adjust priorities as needed;


Education & Experience Expectations:

  • Bachelor's degree in business administration, marketing, or a related field

  • 5-7 years of leadership experience in customer success, account management, or a related field

  • Proven track record of developing and implementing successful customer success strategies

  • Strong understanding of the reseller industry and the unique challenges and opportunities it presents

  • SalesForce Experience preferred

  • Google Suite Experience preferred


What We Offer:

  • Competitive salary and benefits package

  • Dynamic and innovative work environment

  • Opportunities for professional growth and development

  • Remote work flexibility


Equal Opportunity Statement

We are deeply committed to building a workplace and global community where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro diversity, disability, age or veteran status, or any other non-merit based or legally protected grounds. We are committed to providing reasonable accommodation to qualified individuals with disabilities in the employment application process.

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