Director of Customer Success

Remote

Nsight Health, Inc. is a dynamic and innovative company at the forefront of the Remote Patient Monitoring and Chronic Care Management vertical within Value-based Healthcare. We are dedicated to providing our customers with excellent support. As the Director of Customer Success, the candidate/incumbent will implement policies to collect customer information and evaluate their opinions about Nsight products or services. They will connect with high-priority clients to resolve issues and build a customer service team, while advising leadership on trending consumer behavior, creating plans to increase customer engagement.

The ideal candidate should have strong organization and presentation skills, excellent communication abilities, and be a proven analytical thinker while possessing both creativity and leadership. He/she will have a knack for forming and maintaining effective long-term relationships with our partners while displaying empathy for their concerns.

SPECIFIC RESPONSIBILITIES:

  • Responsible for leading the Customer Success Specialist (CSS) Team, developing, and building the department for scalability and growth.
  • Lead and mentor the CSS team that is responsible for project ownership and customer implementation, ensuring clients are engaged at regular intervals,
  • Serve as a customer advocate, building strategy and roadmap to manage the success of our clients.
  • As a customer experience expert, develop best practices to share with clients, helping them best leverage Nsight’s full functionality.
  • Develop and monitor key performance indicators within the department, along with client and employee feedback, to thoughtfully grow the department and lead change management on improvements needed to achieve organizational goals.
  • Develop and execute strategic account plans that identify timely contract renewals, upsell opportunities, and expand relationships that will maximize profitability.
  • Identify super users and customer advocates for product feedback, beta groups, and customer success stories.
  • Identify accounts that are likely to churn using product data, creating engagement strategies for high-risk accounts.
  • Own key relationships with our largest customers.
  • Monitor and report to the senior leadership team customer health scores, product adoption, and engagement.
  • Work closely with other Nsight internal business units to share client feedback, resolve escalations, and assist with the development and enhancement of new processes and systems.
  • Client management and the development of initiatives and campaigns to identify revenue-generating and marketing opportunities.
  • You work proactively with your staff to improve the performance of the company and optimize the use of its products and services.
  • Training both staff and customers, troubleshooting any gaps in delivery and efficiency.
  • Meet/exceed customer SLA’s (Service Level Agreements)
  • Other tasks/duties as assigned.

QUALIFICATIONS:

  • Can present internally to executives on department progress.
  • Proven oral and written communication skills with a high level of creativity, attention to detail, and problem-solving skills with the ability to communicate with all levels of the organization, as well as internal/external constituents.
  • Exceptional interpersonal and customer service skills with the ability to communicate effectively and build/maintain relationships.
  • Ability to work in a fast-paced and cross-functional environment.
  • Ability to take initiative, own processes, and work independently as required.
  • Disseminates information timely and effectively, providing clarity and direction.
  • Acts as a change agent, involving self and team in developing and executing change for business success.
  • Proficiency in data analysis and reporting.
  • Role models desired behaviors, and demonstrate personal resilience.
  • Understanding of the products that are available to our customers.
  • Strong analytical thinking skills to develop plans, strategies, and tactics.
  • Self-starter with a strong desire to take on increased levels of responsibility.
  • High energy and a positive attitude; proactive and focused on what we “can do.”
  • Ability to work in a cohesive team environment, coordinating with other teams and departments to ensure smooth cross-functional collaboration.

CREDENTIALS & EXPERIENCE:

  • 3+ years’ experience as a customer service manager or support representative.
  • 3+ years’ experience leading high-performing teams and managing a department budget.
  • 3+ years’ experience working with inside or direct sales and lead generation.
  • 3+ years’ experience with all aspects of the customer experience lifecycle – including onboarding, customer support, implementation, training, and account management.
  • Have organized processes and have directly been involved in enterprise-level support.
  • Have worked with product, sales, and technology partners to grow and scale enterprise organizations using proven processes and tools.
  • Previous experience with Customer Journey Mapping, Developing and implementing Voice of the Customer (VOC) programs that coincide with the patient/clinic journey and associated touchpoints and traditional root cause analysis tools (DMAIC, 5 whys). Six Sigma Green Belt (or higher) preferred.
  • University Degree, or equivalent work experience.
  • Proven track record of improving CSAT measures.

 

Job Type: Full-time

Salary: $120,000.00 – $125,000.00 per year

Benefits:

  • Paid time off

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