Director, Customer Success

Summary

Join AssistRx as Director, Customer Success and grow and develop AssistRx accounts, setting up and managing service expectations, providing specialty pharmacy industry expertise, and building strong customer relationships. You will develop strategic relationships, partner with internal teams, and collaborate with technical support to onboard new clients. Ensure a seamless customer experience, understand customer goals, and provide strategic guidance. Manage technical resources, engage with key stakeholders, conduct business reviews, and stay informed on industry trends. Directly supervise employees, overseeing hiring, training, performance appraisal, and addressing employee concerns. This role requires a Bachelor's degree and 5-10 years of experience in customer success or a related field.

Requirements

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience
• 5-10 years of experience in a Customer Success or related role
• Business Acumen
• Communication Proficiency
• Customer/Client Focus
• Leadership
• Presentation Skills
• Problem Solving/Analysis
• Results Driven
• Strategic Thinking
• Technical Capacity

Responsibilities

• Grow and develop AssistRx accounts
• Set up and manage service expectations
• Provide broad specialty pharmacy industry expertise
• Build deep relationships with AssistRx customers
• Develop and nurture strategic relationships with valuable customers
• Become their trusted advisor & consultant
• Partner with internal teams to launch new & support existing clients
• Collaborate with the technical support team to develop onboarding plans for new customers
• Lead and facilitate kick-off discussions
• Set and manage expectations appropriately
• Ensure a seamless experience through all phases of the customer relationship
• Deeply understand customer goals and help them meet their objectives by providing strategic guidance on our platform's best practices, use cases and organizational workflow
• Manage assigned technical resources to execute implementation/success plan and provide customer support and all account implementation needs
• Engage with key influencers and decision makers across different teams within the customer's organization
• Conduct business reviews and goal-setting meetings
• Be an expert in digital marketing trends, stay informed of data-driven marketing news, emerging technologies and competitor offerings
• Perform other related duties as assigned by management
• Directly supervise employees within the department
• Interview, hire, and train employees
• Plan, assign, and direct work
• Appraise performance
• Reward and discipline employees
• Address complaints and resolve problems

Preferred Qualifications

Bachelor’s degree in sales, project management, or business administration or equivalent number of years of experience

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance