We are looking for…

Customer Success Director

location-logo Midwest, East and West Region
suitcase-logo
gear-logo Customer Success

We want people who are passionate about solving today’s healthcare challenges and positively impacting people’s health and well-being.

After all, that’s what we’ve been focusing on for the past six years. We’re on a purpose-driven journey to impact the future with a healthcare system that cares. The healthcare industry is undergoing a massive transformation, and Innovaccer is helping organizations effectively care for patients in today’s digital world. Our story began when a handful of go-getters got together to tackle one of the healthcare industry’s most pressing needs: a one-stop, whole-patient data bank that breaks down data silos to help teams provide the best care possible. Our mission to care as one is centered around the need for an integrated patient view to improve care delivery.
And you don’t have to take our word for it; Innovaccer recently achieved unicorn status as one of the fastest-growing companies in healthcare technology.
Innovaccer is uniquely positioned in the marketplace and is building a one-of-a-kind healthcare cloud that will enable users to develop applications and solve long-standing healthcare challenges. See our latest KLAS ranking.

Working here is different.

We take pride in our grit and purpose-driven work ethic. It’s why we’ve been able to solve some of healthcare’s most challenging problems and why we continue to energetically take on incredible challenges.
We dream, we collaborate, we experiment, and we break new ground. We’re a strong team that looks out for each other.

At Innovaccer, you can expect plenty of support and guidance from your colleagues with opportunities to learn, grow, and make a difference.
We love organized chaos. So, if you are looking for a typical 9 to 5 job where you are told what to do, this may not be for you. When you work with Innovaccer, you are your own boss.

Your Role

The role of the Customer Success Director is to be a trusted advisor to the client who not only plans and monitors work according to deadlines and within budget but also drives new solutions to best serve the clients. This includes understanding the true needs of the clients, identifying solutions to implement, managing matrixed resources and business stakeholders, driving adoption of the install base in their accounts, ensuring a great experience for their customers and ultimately driving growth and expansion.

 

A Day in the Life

  • Understand customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems. Build a client relationship and acts as a trusted advisor to the client
  • Know customer problems and KPIs and guide the customer to the best platform use
  • Identify opportunities to grow business with the customers and engage the sales team with the process.
  • Plan and create user acceptance and testing strategy and process, including customer training strategy
  • Build a project charter and manage the overall project. Responsible for conducting project kickoff meetings, defining project scope, facilitating technical/operational requirements identification, project budget or anticipated savings, and establishing a framework for the management of on-going project activities.
  • Manage the kick-off meetings & QBRs for their customers

 

What You Need

  • 5+ years of experience in demonstrated account planning (for a portfolio of 3-5 customers), customer success or client services/management consulting in the technology or healthcare sector. Basic healthcare experience will suffice
  • Analytical mindset and demonstrated capability to have worked on analytical or digital transformation projects
  • Computer Science or Engineering (any discipline) background strongly preferred. 
  • Experience in Value-Based Care and a basic understanding of this field
  • 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
  • Worked and partnered with VP / SVP of large customers
  • Worked with offshore/India teams extensively

What We Offer

  • Industry-focused Certifications: We want you to be a subject matter expert in what you do. So, whether it’s our product or our domain, you will dive straight in and be certified by the best in the world.
  • Quarterly Rewards and Recognition Programs: We foster learning and encourage people to take moonshots. When you achieve your goals, we recognize and reward your hard work. 
  • Health Benefits: We cover health insurance for you and your loved ones. 
  • Sabbatical Policy: We encourage people to take time off and rejuvenate, upskill and pursue their interests so that they can generate new ideas for innovating at Innovaccer.
  • Pet-friendly office and open floor plan. No mundane cubicles.

Full time