Remote Partner Success Director

Summary

Join our team as a Partner Success Director at Abridge, where you will play a vital role in ensuring the satisfaction, adoption, and expansion of our solutions within our customers. As a core member of the commercial team, you will work closely with clinicians, administrators, and key stakeholders to understand their needs, provide ongoing support and guidance, and drive the successful utilization and expansion of our products and services.

Requirements

• Proven experience as a Customer/Partner Success Director or Customer Success/Partner Manager
• 5+ years of experience working in or with enterprise health systems
• Strong understanding of the healthcare ecosystem, including the dynamics and challenges faced by large health enterprises and clinicians
• Excellent communication and interpersonal skills, with the ability to build trust and establish rapport with clinicians and stakeholders at all levels
• Technical aptitude and ability to quickly understand and effectively communicate complex software solutions
• Strong problem-solving skills, with a proactive and results-oriented mindset
• Ability to multitask and manage multiple client relationships simultaneously

Responsibilities

• Build and maintain strong relationships with clinicians and healthcare professionals across enterprise customers
• Act as a trusted advisor to clinicians, offering guidance and best practices to enhance their productivity, efficiency, and patient outcomes
• Understand user workflows, pain points, and objectives to align our solutions with their needs
• Provide product training and onboarding support to clinicians, ensuring a smooth transition and optimal utilization of our solutions
• Proactively identify and address any issues or concerns raised by clinicians, collaborating with internal teams to provide timely resolutions
• Monitor and track clinician satisfaction and adoption rates, proactively identifying opportunities for improvement and driving engagement initiatives
• Collaborate with the sales team to identify expansion opportunities with existing customers, outlining goals, milestones, and action plans
• Conduct regular business reviews with key stakeholders to assess product performance, user feedback, and identify opportunities for additional value-add solutions
• Present new features, upgrades, and solutions to clients, highlighting their potential benefits and ROI
• Track customer expansion metrics and contribute to revenue growth targets
• Support all clinician users and serve as the voice of the customer internally, sharing insights, feedback, and success stories to drive product and service improvements
• Collaborate with cross-functional teams, including sales, marketing, and product, to deliver a seamless customer experience
• Contribute to the development of partner success resources, such as knowledge bases, training materials, and partner success stories

Benefits

• Flexible/Unlimited PTO — Salaried team members can take off as much approved time off as they need, plus 13 paid holidays
• Equity — For all salaried team members
• Medical insurance — We pay 100% of the premium for you + 75% for dependents. 3 Aetna plans to choose from
• Dental & Vision insurance — We pay 100% of the premium for you + 75% for dependents. 2 Aetna plans to choose from
• Flexible Spending (FSA) & Health Savings (HSA) Accounts
• Learning and Development budget — $3,000 per year for coaching, courses, workshops, conferences, etc
• 401k Plan — Contribute pre-tax dollars toward retirement savings
• Paid Parental Leave — 16 weeks paid parental leave, for all full-time employees
• Flexible working hours — We care more about what you accomplish than what specific hours you’re working
• Home Office Budget — We provide up to $1,600 in a one-time reimbursement to set up your home office
• Sabbatical Leave — 30 days of paid Sabbatical Leave after 5 years of employment