Head of Customer Strategy & Operations

Summary

Join Stedi, a rapidly growing healthcare clearinghouse, as the Head of Customer Strategy & Operations. This leadership role demands a highly technical, customer-centric individual who isn't afraid to roll up their sleeves and directly support customers while simultaneously building and scaling a team. You will be responsible for the technical success of all customers, from onboarding to production, and for building systems and processes to ensure quick and successful onboarding. You will own major incidents and escalations, identify product gaps based on customer feedback, and contribute to documentation. The ideal candidate possesses a strong technical product mindset, exceptional organizational skills, deep customer empathy, and proven leadership abilities. Stedi offers a fast-paced, dynamic environment where you can make a real impact.

Requirements

• You have a technical product mindset
• You move fast
• You are exceptional at staying on top of many open threads simultaneously
• You are hyper-responsive, organized, and thorough
• You instinctively document decisions and processes to avoid repeat problems
• You know when to zoom in to the details or zoom out to reprioritize
• You never drop balls
• You have customer-facing experience: You have worked directly with customers; ideally within customer success, support engineering, product operations, consulting, or adjacent roles
• You do what it takes to get the job done
• You are resourceful, self-motivating, self-disciplined, receptive to feedback, and don’t wait to be told what to do
• You put in the hours
• You have deep customer empathy
• You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value
• You keep customers at the center of your work and always prioritize customer relationships
• You are a leader
• You know what it takes to hire and develop the best
• You know that the strongest leaders are also high-performing individual contributors
• You are not afraid to do the work and lead by example

Responsibilities

• Take on responsibility for the people, priorities, and performance of the Customer Strategy & Operations function
• Be directly responsible for the technical success of all customers, from those in a proof-of-concept period through production
• Build out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible
• Be the primary owner of all major incidents, outages, and escalations
• Identify product gaps and signals from customers and relay those as well-documented issues to product and engineering teams for review and implementation. Ensure the loop is closed with customers
• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption