Director of Customer Success

4 weeks ago

San Francisco, United States Concentra Full time

Overview:
**Concentra is recognized as the nation’s leading occupational health care company.**

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Director of Customer Success is responsible for the account retention, growth, and strategy for their assigned book of Onsite clients. They are the designated primary contact for these clients as well as creating collaborative relationships with the local Concentra Operations, Medical, and Therapy leadership. The director will also work with local market sales leaders to align strategic partnerships for Key Account Managers, Strategic Account Managers, and Payer accounts.

**Responsibilities**:

- Maintain a high level of engagement with assigned book of business to ensure employer satisfaction and that we are meeting outlined program expectations.
- Retain and create incremental revenue growth with current onsite program customers.
- Develop organizational strategy and growth plan for each managed account, which could include other onsite/episodic services or center services.
- Develop and customize quarterly Stewardship Reports and lead the customer presentations.
- Develop and identify meaningful outcome reports for clients to ensure program results and outcomes are communicated effectively and efficiently.
- Serve as the primary account manager for all assigned accounts.
- Maintain on-going communication with Concentra regional and director leadership teams, central business offices and other corporate support groups as indicated, for client issues, reporting, requests for proposal, presentations, and meetings, billing review, etc.
- Constructively challenge current practices, identify trends affecting the business, and articulate implications to the client and onsite leadership teams.
- Develop project plans for piloting and implementing process improvements that ensures program success, retention, and increased business opportunities.
- Develop and manage client-specific vendor relationships as necessary for efficient service/program delivery.
- Identify, develop, implement, and support new onsite-related procedures, workflows, and processes for all assigned onsite health care services.
- Ensure the security and confidentiality of employee health information and medical records in accordance with local/state/federal/company regulations.
- Responsible for contract negotiations of assigned book of business.
- Work with various Concentra Sales channels who share new sales opportunities, under the guidance of the VP of Onsite Sales.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:
Education/Credentials

Education Level:

- Bachelor’s Degree
- Advanced degree in public health, healthcare administration or business preferred.
- Degree must be from an accredited college or university.
- Education Details: In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa

Job-Related Experience

Customarily has at least the following experience:

- 4 or more years of onsite account management or sales experience
- 8 or more years of general health care account management experience

Job-Related Skills/Competencies
- Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
- Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
- Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
- The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
- A thorough knowledge of onsite and occupational industry trends and developments
- A thorough knowledge of Concentra’s Onsite philosophy and services
- A thorough knowledge of Concentra’s business processes
- Demonstrated sales and account management skills
- The ability to span boundaries and develop relationships across internal and external organizations
- The ability to navigate cross disciplinary teams across internal and external teams to bring two organizations to an optimal partnership
- Ability to thrive in a high-paced, extremely energetic environment driven by self-motivation and self-initiative
- Ability to convert strategic goals and objectives into plans and programs
- Ability to multi-task and succeed in a deadline-driven environment
- Ability to

  • Director, Customer Success

    1 month ago

    San Francisco, United States Element Science Full time

    **DIRECTOR, CUSTOMER SUCCESS** **THE COMPANY**: Element Science, Inc. is a medical device and digital health company focused on developing solutions at the intersection of clinical-grade wearables, machine learning algorithms, and lifesaving therapies in order to address leading causes of death and hospitalization in patients with heart disease, primarily...

  • Director of Customer Success

    2 weeks ago

    San Francisco, CA, United States Clarra Full time

    Clarra is a fast-growing legal tech company that provides a law practice and legal case management software-as-a-service (SaaS) application that enables law firms to simplify management and accelerate growth. By addressing the unique needs of law firms to track and manage matters, events, deadlines, timekeeping, expenses, and contacts, we allow firms to...

  • Director of Customer Success

    2 weeks ago

    San Francisco, United States WeDriveU Full time

    Job DescriptionJob DescriptionWeDriveU is the leader in transportation, specializing in workplace, campus and community transportation solutions serving millions of passengers a year. Recognized as a pioneer in mobility, WeDriveU is a strategic partner to the world’s top brands, with client programs that consistently earn awards for excellence in commuting...

  • Director of Customer Success

    2 weeks ago

    San Francisco, CA, United States WeDriveU Full time

    WeDriveU is the leader in transportation, specializing in workplace, campus and community transportation solutions serving millions of passengers a year. Recognized as a pioneer in mobility, WeDriveU is a strategic partner to the world’s top brands, with client programs that consistently earn awards for excellence in commuting and sustainability....

  • Director, Customer Success

    3 weeks ago

    San Francisco, United States SaaStr Full time

    Job DescriptionJob DescriptionSaaStr is the world’s largest community of SaaS executives, entrepreneurs, and founders sharing best practices and learning how to grow their businesses faster, with less stress and more success. Our community engages with us through our incredibly popular blog, podcast and content resources, events (including our Annual event...

  • Director, Customer Success

    1 week ago

    San Francisco, United States SaaStr Full time

    Job DescriptionJob DescriptionSaaStr is the world’s largest community of SaaS executives, entrepreneurs, and founders sharing best practices and learning how to grow their businesses faster, with less stress and more success. Our community engages with us through our incredibly popular blog, podcast and content resources, events (including our Annual event...

  • Director, Customer Success

    7 days ago

    San Diego, United States Boundless Immigration Full time

    Job DescriptionJob DescriptionWho Boundless IsBoundless, a Seattle, Washington-based company specializing in U.S. immigration services, is seeking an experienced Customer Success leader to join our team as the Director of Customer Success for our global CS organization. We have ~300 full-time employees across the Philippines and the U.S. (with 300+ in the...

  • Director, Sales and Customer Success Enablement

    2 months ago

    San Francisco, CA, United States Thrive Global Full time

    Director, Sales and Customer Success Enablement 5+ years experience in a high-performance sales organization in sales, enablement, or learning and development A strong understanding of the sales and customer success environments, including sales and customer success content, tools and training Experience with content management and learning management...

  • Customer Success Manager

    2 weeks ago

    San Francisco, United States ZEALS Full time

    As our Customer Success Manager You will be the go-to person for our valued customers. You will be responsible for managing and growing a portfolio of assigned accounts, connecting with key decision makers and stakeholders, making sure their needs are met. Your mission is to ensure our customers are happy and successful with our conversational commerce...

  • Director of Customer Success

    6 hours ago

    San Leandro, United States Royal Ambulance Full time

    At Royal, we connect patients with their care through innovative transportation solutions, merging high-touch service with high-tech capabilities. From our roots in the ambulance industry, we now tackle healthcare’s major challenges, including patient flow and length of stay. Join us on this impactful journey! Royal Ambulance’s award-winning Customer...

  • Customer Success Manager

    3 days ago

    San Francisco, United States Windfall Full time

    As a Customer Success Manager on the Commercial team, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions. You will take ownership of approximately 30 key accounts, guiding them through the entire lifecycle - from onboarding to expansion. Your role will also be...

  • Customer Success Manager

    2 days ago

    San Francisco, United States Windfall Full time

    As a Customer Success Manager on the Commercial team, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions. You will take ownership of approximately 30 key accounts, guiding them through the entire lifecycle - from onboarding to expansion. Your role will also be...

  • Director, Customer Success

    2 weeks ago

    San Francisco, CA, United States Gravityclimate Full time

    Gravity is powering the decarbonization of industry by helping businesses and their supply chain partners manage and reduce their carbon footprint. Our decarbonization platform makes it easy and cost-effective for companies to measure their emissions, promote their sustainability efforts, and implement tangible reduction projects with vetted vendors. We...

  • Expression of Interest

    1 week ago

    San Francisco, United States Marlee (Fingerprint for Success) Full time

    Job DescriptionJob DescriptionWe are inviting professionals in high-growth industries who are thinking about their next move or looking for a new opportunity to join our expanding talent pool. The Marlee Talent Pool is a pilot project designed to:Help job seekers get discovered by our partners based on their anticipated hiring needs.Provide optional support...

  • Senior Director, Global RenewalsSan Francisco, CA

    2 months ago

    San Francisco, United States Udemy Full time

    About this role Reporting to the Global VP of Customer Success, in this critical role, you will build and shape a renewals organization dedicated to servicing Udemy Business clients from SMB to Enterprise. You will be responsible for the Global Renewals Management strategy and its execution as well as key renewals metrics and operational goals.  ...

  • Customer Success Manager

    2 weeks ago

    San Francisco, CA, United States Bond Financial Technologies Full time

    Founded in 2019, Bond's mission is to accelerate the pace of financial innovation and access to capital. Bond is now part of Fortune 500 financial technology company FIS (NYSE:FIS). It's challenging for most businesses to build and offer engaging financial services products to their customers. Whether that's launching a new credit or debit...

  • Senior Customer Success Manager

    3 days ago

    San Francisco, United States WalkMe Full time

    WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their...

  • Customer Success

    3 days ago

    San Francisco, United States Arcade Full time

    Expected comp: $140k-$200k (commission based) About Arcade Arcade's mission is to empower the Product Led Growth Economy. We aspire to support the future generation of founders and products by raising the bar for product excellence, and in turn providing economic freedom to builders. We want to pioneer the concept of Demo Driven Development by giving users...

  • Senior Customer Success Manager

    7 days ago

    San Francisco, California, United States WalkMe Full time

    WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their...

  • Customer Success Manager

    2 weeks ago

    San Francisco, United States Ongo Inc. Full time

    What is Ongo? Ongo is building the platform for reprogramming human behavior. We use code, content, and science to make the healthy choice the easy choice. We've built a range of beautiful, interactive mobile products that help health experts improve the reach and depth of the interactions they have with their communities. With Ongo, an expert in the health...