Director of Customer Success

About Us:

ReviveHealth is a U.S. based, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re a part of a high-performance team that has reinvented the health care experience and is driving the adoption of next generation virtual care our mission is to provide individuals with personalized direct access to behavioral health and emotional support. Our vision is to deliver a service model that responds to an individual’s circumstances, capabilities, and preferences. Our model emphasizes relationships and meaningful interactions focused on motivation, engagement, empowerment, conviction, and resilience.

This remote position is ideal for a candidate in or around the Lancaster, PA area.

Key duties include:

The Director of Customer Success is responsible for the day-to-day management of Customer Success operations. This includes the staffing, training, coaching and development of the Customer Success Managers. The Director is also responsible for overall customer satisfaction and retention through effective implementation, timely responses to customer requests, and through proactive customer and industry trend analysis.

Duties

Works with the SVP & VP of Customer Success:

• Creates department budgets
• Creates customer retention action plans when necessary
• Identifies areas for operational improvement and proposes changes to policies and procedures
• Maintains departmental policies and procedures to ensure quality control and execution consistency
• Develops team goals and metrics to ensure customer satisfaction and retention

Supports the Customer Success and ensures team retention:

• Assistance with heighten and escalated customer concerns; trouble shoots and provides guidance to customer concern trends
• Implementation planning development
• Analysis and coaching on customer trends including utilization
• Acts as back up when Customer Success Manager is absent or in cases of key account care
• Provides key coaching and mentorship to ensure Customer Success Manager success and customer retention
• Provides coaching and development opportunities through regular feedback/check-in sessions
• Assists in the finalist presentation, along with Customer Success Manager and Sales Executive

Working with other key business partners, ensures customer satisfaction:

• Service Operations – participant satisfaction concerns
• IT/Data Analytics – customer reporting and trend analysis
• HR – Staffing, training, and team development
• Sales & Business Development – upcoming sale closures and implementations
• All Departments - Ensures consistent and timely communication of upcoming implementations

Directly managing key accounts:

• Ensures customer satisfaction through practice service and timely follow up to concerns
• Ensures retention through trend and utilization analysis to customer
• Ensure growth

• Bachelor’s degree in Business, Social Work, or related field is required.
• Two to three (2-3) years’ experience in a supervisory/leadership or staff training position is required.
• Three to five (3-5) years’ experience in account or program management; working with high profile customer is preferred
• Proficient in Microsoft Office Suite including Excel, Outlook, and PowerPoint