Director, Post Sales Strategy & Enablement

Summary

Join Hazel Health, a leading virtual provider of school-based healthcare, as their Director of Post-Sales Strategy & Enablement. This remote role will have you driving strategic objectives for account management and customer success. You will lead process improvement, define key performance indicators, and collaborate with cross-functional teams to enhance customer service and retention. The position requires 10+ years of experience in a similar role at a fast-paced organization, with a focus on operational excellence and customer service. Hazel offers a competitive salary ($155,000-$185,000), performance bonuses, stock options, 401k matching, healthcare coverage, paid time off, and other benefits. The ideal candidate is a strategic thinker with a proven track record of success in a high-growth environment.

Requirements

• You have 10+ years of experience (or 8+ years of experience with an MBA or related advanced degree) in a similar role at a fast-paced start-up or high-growth organization
• Prior experience in an operational and customer service or account management capacity at a high-growth company required

Responsibilities

• Evaluate and iterate on the post-sales and customer success team’s model to identify clear responsibilities and goals
• Define and execute on internal processes to track performance against key objectives and success metrics and company revenue targets, in collaboration with Market Leaders
• Support Market Leaders with facilitation of performance management, monitoring, and review process, including working with support functions like Finance and Analytics
• Create effective cross-functional operating models to drive improved customer service and retention
• Collaborate with Sales, Implementation, Care Delivery, Product, and Marketing to align roles, responsibilities, priorities, and centralized action plans for how we drive continued improvement in our service delivery
• Create forums, communication channels, and standardized processes needed to manage and remediate account-specific issues and insights with key cross-functional partners
• Ensure cross-functional priorities are clear and directed against agreed upon SLAs
• Create more robust customer engagement strategies, priorities and tactics
• In partnership with Marketing and the post-sales team, drive thoughtful and efficient activation and engagement strategies that represents the voice of the Hazel customer
• Arm the customer success and account management teams with the playbooks, tactics, and centralized materials to deliver on our engagement targets
• Leverage usage of current tools and systems to track customer performance, activity and retention, ensuring it’s used appropriately across the team
• Manage and coach a post-sales enablement team member

Preferred Qualifications

• Prior experience in a strategy or management consulting capacity preferred
• Prior ed-tech or educational sales a plus

Benefits

• Annual performance bonus eligibility
• Stock options
• A 401k match
• Healthcare coverage
• Paid time off
• A broad range of other benefits and perks