Senior Director of Customer Success and Expansion

6 days ago

San Francisco, California, United States Innovaccer Full time
About the Role

The Regional Vice President - Customer Success and Growth will be the end-to-end leader for the Government Vertical at Innovaccer. This role will be responsible for managing a team of Customer Success Directors and owning a portfolio of accounts in the post-sales stages (implementation, adoption, experience, and growth) as well as involvement in pre-sales stages for complex government contracts.

Key Responsibilities
  • Customer Relationship Management: Manage and grow relationships and constant touch-points with senior customer executives for the region.
  • Team Management: Grow and manage a team of Customer Success Managers/Directors who, in turn, will manage a certain number of accounts and delivery teams in that region and be responsible for the overall delivery/implementation, adoption, and experience for those customers.
  • Expansion & Renewal Management: Be responsible for renewals, upsells, and cross-sells for the whole region.
  • Identifying and Nurturing Growth Opportunities: Responsible for the farming and growth of accounts for the region and for strategic account management.
  • Goal and Requirement Understanding: Understand customer's business, strategic goals, and requirements to Innovaccer's product portfolio.
  • Value Opportunity Identification and Realization: Identify and communicate opportunities for customers and realize value generated from Innovaccer's products and services.
  • Customer KPIs: Ensuring all KPIs are met for adoption, experience, and expansion for your portfolio of customers.
Requirements
  • 10 or more years of experience in implementing Health / Healthcare Technology in the government space.
  • Customer Success (in the technology sector), Professional Services or Technology Consulting experience from a top-tier firm.
  • 6 or more years of proven experience in managing customer-facing teams.
  • Excellent written, verbal communication skills.
  • Ability to develop and present complex business reviews and executive presentations.
  • Ability to develop accounts strategically and nurture relationships within the accounts.
  • Strong analytical ability and problem-solving skills.
  • Excellent attention to detail and problem-solving ability with demonstrated hands-on work experience in data analytics.
  • More than 5 years of experience with government contract management and compliance tracking for multiple contracts in excess of $1M in annual value.
  • A minimum of 5 years' experience working with Medicaid/Medicare operations, systems, regulations/standards, as well as cost reporting, profit and loss, and budget compliance.
  • Knowledge of Medicaid/Medicare & Public Health regulations/standards.
  • Project oversight / coordination / management.
  • Experience working in a matrixed environment.
Preferred Skills
  • Value-Based Care knowledge.
  • MBA or Graduate Degree.
  • PMP Certified.

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