Director Customer Success

Summary

Join Innovaccer's Customer Success team as Director-Customer Success and become a trusted advisor to clients. You will manage a team of engineers and designers, delivering projects on time and within budget. Responsibilities include understanding client needs, building relationships, managing project delivery, identifying relevant datasets, and presenting results. The ideal candidate possesses experience in technical account management, analytical skills, a computer science or engineering background, and experience in healthcare. Excellent communication and leadership skills are essential. Innovaccer offers competitive benefits, including generous PTO, parental leave, rewards and recognition, and comprehensive insurance.

Requirements

• Experience in technical account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 3-5 customers)
• Analytical mindset and demonstrated capability to have worked on analytical or digital transformation projects
• Computer Science or Engineering (any discipline) background
• Experience in either Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences markets
• Executive presence and the ability to engage with senior-level clients with excellent written, verbal communication skills
• Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction
• Ability to travel 30%-40%. Varies by location and team

Responsibilities

• Understand customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems and business objectives
• Build a client relationship and acts as a trusted advisor to the client
• Manage the overall delivery of the project (charters, kickoffs, requirement gathering, delivery, QBRs) as well as the team including the engineering/product manager and delivery pod (DAs, FDEs, QA engineers, developers, and designers)
• Manage the overall budget and adherence to schedule
• Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate the data into a stable and extensible pipeline as well as customer and product engineering teams to build bespoke workflows for new user groups
• Present the results of our work and proposals for future work to audiences across all layers of our customers organization

Preferred Qualifications

• Experience in leading delivery/engineering teams in a technology company is a strong plus
• Worked with offshore/India teams extensively
• Extraordinary ability to take on open-ended problems in unstructured environments, dive into details and deliver outcomes

Benefits

• Generous PTO Benefits: Enjoy PTO benefit accrual of 22 days per year
• Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition
• Rewards & Recognition: Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance
• Rewards & Recognition: Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance
• Insurance Benefits: We offer medical, dental, and vision benefits along with 100% company-sponsored short and long-term disability and basic life insurance
• Legal aid and pet insurance options are available at a discounted rate