Summary
Join Kalderos as our Senior Director of Customer Success and lead a growing team of 6+ Customer Success Managers. Drive customer success outcomes, increase customer satisfaction, and deliver real business value. Build a customer-centric team, define and optimize the customer lifecycle, and manage customer success activities. Measure the effectiveness of customer success, define operational metrics, and recruit talented team members. Foster collaboration and continuous learning, and create a company-wide culture of customer success. Collaborate with various departments and the executive team. This hybrid position, based in Chicago, IL or Boston, MA, requires up to 30% travel.
Requirements
- 10+ year's experience in leading customer-facing organizations
- Track record of delivering value to customers
- Strong understanding of the healthcare ecosystem and preferably some experience with 340B
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
Responsibilities
- Lead and manage a growing team of 6+ Customer Success Managers
- Drive Customer Success Outcomes
- Increase stickiness with customers through collaborative engagements
- Increase customer satisfaction
- Deliver real business value to customers by analysis of our performance data and turning that analysis into action for customers
- Build a customer-centric team focused on being strategic partners and shared success with all of Kalderosβ customers
- Define and Optimize Customer Lifecycle working collaboratively with Sales leadership
- Map customer journey
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize touchpoints
- Empower teams to provide best-in-class collaboration for each customer at distinct points along the journey
- Define the segmentation of the customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in the industry
- Manage Customer Success Activities including customer onboarding, training, professional services, etc
- Measure the Effectiveness of Customer Success
- Define operational metrics for team and establish a system for tracking metrics
- Create cadence for review within team and with executive management
- Recruit talented and experienced team members
- Create rapid onboarding process for new team members
- Foster collaboration within the team and across the customer lifecycle
- Encourage continuous learning within the team
- Create a company-wide culture of Customer Success
- Collaborate with Marketing, Product, Sales, Finance, Engineering
- Collaborate with Executive Team around key objectives, initiatives, and metrics
Preferred Qualifications
Ideally combined background of post-sale and sales experience
Benefits
- Medical, Dental, and Vision benefits
- 401k with company match
- Flexible PTO with a 10 day minimum
- Opportunity for growth
- Mobile & Wifi Reimbursement
- Commuter Reimbursement
- Donation matching for charitable contributions
- Travel reimbursement for healthcare services not available near your home
- New employee home office setup reimbursement
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