Head of Customer Success
1 month ago
Client Summary:
Focuses on helping patients with non-clinical financial and logistical challenges during treatment.
Strong social mission inspired by the founder's personal journey with cancer, diagnosed in January last year.
Founded in 2021 with an initial focus on cancer patients, but plans to support all patients regardless of diagnosis.
Key insights from the founder's experience:
Patients hesitate to ask a specific person for help to avoid feelings of obligation or dependency.
Patients' needs constantly change, making it challenging to predict what is needed.
People want to help but often don't know how.
Platform features:
Utilizes a unique combination of digital health and fintech tools.
Facilitates payments to address non-clinical aspects of care.
De-stigmatizes asking for help.
Aims to ensure financial challenges don't affect the quality of care patients receive.
Position Responsibilities:
Customer Satisfaction & Retention:
Ensure customer satisfaction through effective onboarding, training, and continuous support.
Develop strategies to monitor and enhance customer engagement and retention rates.
Address and resolve customer issues promptly, maintaining a high level of customer satisfaction.
Value Demonstration:
Articulate the value of the solutions to customers, ensuring they understand the benefits and ROI.
Conduct regular business reviews with customers to demonstrate progress and value.
Relationship Building:
Establish and maintain strong relationships with key stakeholders, including CxOs at hospitals, CROs, and other healthcare organizations.
Serve as a trusted advisor to our clients, understanding their needs and challenges.
Team Leadership:
Build, lead, and mentor a high-performing Customer Success team.
Develop team goals, KPIs, and career development plans.
Foster a culture of collaboration, continuous learning, and customer-centricity within the team.
Strategic Initiatives:
Collaborate with cross-functional teams to ensure customer feedback informs product development and enhancements.
Identify opportunities for upselling and cross-selling within the existing customer base.
Develop and implement customer success best practices and processes.
Experience & Skills:
Required Experience and Qualifications:
Bachelor’s degree in Business, Healthcare Administration, or a related field; MBA or equivalent experience preferred.
7+ years of experience in customer success, account management, or related roles within the healthcare industry.
Proven track record of building and managing high-performing teams.
Deep understanding of hospital RCM and patient engagement.
Strong ability to build and maintain relationships with senior executives and key stakeholders.
Excellent communication, negotiation, and presentation skills.
Highly organized with a strategic mindset and strong problem-solving abilities.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
Why Join this Company?
Impact:
Play a pivotal role in transforming the healthcare industry.
Innovation:
Work with cutting-edge technology and be part of a company that values innovation and creativity.
Growth:
Enjoy opportunities for professional growth and career advancement.
Culture:
Join a collaborative, supportive, and mission-driven team.
Compensation $175k-$200k, Health Insurance is in the works, Flex PTO
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