Director, Customer Success

DescriptionAt NRC Health, we promise to help our customers bring Human Understanding to healthcare for their patients and communities. Our associates are at the heart of delivering that promise, so we promise that same Human Understanding to each other. Come where culture is everything. Our associates. . . Have Purpose – we do work that matters for our partners, the community, and the healthcare industry. Innovate with us to move healthcare forward. Give back to the community with paid volunteer time off.Think Boldly – we have big ideas and are empowered to “think like an owner.” Fit your role and do what you love. Grow and develop along a career path designed by you.Feel Connected – our favorite thing about our workday is each other. Support one another – no one says, “That’s not my job.” Celebrate with each other at beer:30, virtual events, and company gatherings. Be Understood – we are each unique and want to live our best lives at work and home.Let life happen with My Time Off, a form of unlimited vacation, and up to 12 weeks paid for parental and emergency leave. Live healthy with complimentary lifestyle and financial coaches, a wellness program, and a comprehensive insurance plan.Who we wantAre you a great coach and motivator?Do you build great customer relationships that inspire loyalty?Do you have a passion for delivering amazing customer experiences while challenging them to think differently about their business?Do you easily multitask and juggle the many demands on your time while engaging and following up with your team members?Do you enjoy growing members of your team while holding them accountable to the high standards expected on a Customer Strategy Team?Do you have a strong conceptual ability, easily connecting data while offering unique insights to customers? What you will doAs a Director, Customer Success, you will lead a team of Customer Success Managers and Account Coordinators to provide exceptional customer service with high quality delivery, which includes delivering best practice solutions designed to help our customers understand the totality of how their organization is experienced by the people they serve. This includes adding value to customer interactions, developing upselling and cross-selling strategies, and prioritizing customer feedback and concerns. You will also promote the adoption of new products, manage event registration and attendance, and drive initiatives that improve customer engagement with innovative solutions.You will hold team members accountable to the responsibilities of the CSM and AC roles and performance manage each member of the team. You will also take ownership of team on-site presence and Executive Business Reviews (EBR) delivery to ensure strategic alignment and demonstrate value. You will lead efforts to execute multi-year agreements and strategic growth plans to drive customer retention and improve Net Promoter Scores (NPS). Together with the Director, Strategic Partnerships and your VP, you will be an integral part of helping NRC raise the bar by building strategic relationships with our largest clients and with various healthcare executive leaders and decision-makers. Additionally, you will collaborate with fellow People Leaders to ensure continuity and consistency across teams, ensuring that NRC’s values are upheld. What you need Bachelor’s Degree required, healthcare industry experience strongly preferred 5+ years’ experience in account management and people leadershipThe ability to travel up to 40% of the time Effective presentation and facilitation skills Microsoft Suite (including Word, Excel, and Outlook) required; experience with a CRM system preferred High learning agility and ability to think critically Strong organizational skills, as well as the ability to prioritize, strong attention to detail, accuracy and follow-through A valid driver’s license is required CompensationIn the spirit of pay transparency, we are excited to share the base salary range for this position is $120,000 - $162,000, exclusive of fringe benefits or potential bonuses. Some of our roles offer performance-based variable compensation. Eligibility and potential payouts vary depending on the role and are tied to performance metrics. If you are hired at NRC Health, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package. For more information on specific benefits, please refer to our Careers Page.NRC Health is not currently hiring in DE, HI, MD, NJ, RI, D.C. Due to team alignment and business needs, we are prioritizing candidates located in the Eastern region of the United States.In general, NRC Health’s positions are closed within 45 days. However, factors such as candidate flow and business necessity may require NRC Health to shorten or extend the application window. We encourage our prospective candidates to submit their application expediently so as not to miss out on our opportunities. Inclusion & BelongingAt NRC Health, Inclusion & Belonging are essential to our mission as a company devoted to greater Human Understanding. For information about our efforts in this area, please refer to our Equal Employment Opportunity policy.Have Purpose. Think Boldly. Feel Connected. Be Understood.