Director, Customer Success

Description

At 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 happenwith 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 want

• 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 customers?
• Do you have a strong conceptual ability, easily connecting data while offering unique insights to customers?  

What you will do

As a Director, Customer Success, you will partner with healthcare organizations and lead a team of Customer Success Managers and Account Coordinators to provide best practice solutions designed to help our customers understand the totality of how their organization is experienced by the people they serve. You are responsible for developing relationships with customers that promote and sustain customer engagement, high satisfaction with NRC Health, retention of assigned customers and all product lines purchased, and growth and expansion of your assigned book of business.

In addition, you will mentor, guide, and empower Customer Success Managers and Account Coordinators to provide exceptional customer service with high quality delivery. This could include things such as adding value to customer interactions, development of upselling and cross-selling strategies, helping prioritize customer feedback and concerns, and ensuring all performance metrics are met.

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. In doing so, you will continuously learn, retain, and promote a working knowledge of the healthcare industry and a thorough understanding of NRC Health’s solutions. Finally, you’ll be a leader in solution and industry training, as well as advance your expertise through continuous learning opportunities, including mastery of the ChallengerTMsales method. ChallengerTM will equip you to lead insight-driven sales conversations with customers as you move them toward Human Understanding.

What you need

• Bachelor’s Degree required, healthcare industry experience strongly preferred
• 5+ years’ experience in account management
• The ability to travel up to 40% of the time, under normal conditions
• 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

Compensation

In the spirit of pay transparency, we are excited to share the base salary range for this position is $120,000 - $170,000, exclusive of fringe benefits or potential bonuses. In addition to base salary, this position is also eligible for incentive compensation tied to achieved results (subject to annual review).  If you are hired at NRC Health, your final base salary compensation will be determined based on factors such as geographic location, 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, LA, MD, NJ, PA, 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.

Diversity, Equity, Inclusion & Belonging

At NRC Health, Diversity, Equity, 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 DEI&B webpage and our Equal Employment Opportunity policy.

Have Purpose. Think Boldly. Feel Connected. Be Understood.