Director of Customer Success, SmarterDx

• This position requires exceptional project management, relationship-building, and communication skills
• 12+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
• You're familiar with DRGs and how they translate into payment
• You take radical ownership over troubleshooting problems
• Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
• You are gracious, empathetic, and excellent in written and verbal communication
• You love to say “yes,” but you know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner
• You thrive in ambiguous roles and can use critical thinking skills to “figure it out”
• You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Desirable

• SmarterDx is seeking a Director, Customer Success who can help our customers thrive
• In this role, you will ensure our health system clients have a positive experience with SmarterDx by developing deep relationships with clients, from hospital CFOs to Clinical Documentation Specialists to IT managers and beyond
• You will collaborate with cross-functional teams to resolve customer issues, monitor the effectiveness of SmarterDx’s solution post go-live, and occasionally help coordinate the implementation process
• SmarterDx builds clinical AI that empowers hospitals to analyze the complete record of every patient to fully capture the value of care delivered
• Founded by physicians in 2020, its proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge
• By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations
• Become a Smartian and help optimize the way the healthcare system works for everyone
• Manage a portfolio of existing, “live” customers on the SmarterDx platform
• Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partner with the VP of Customer Success to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals
• Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements
• Surface customer success stories, and help build a list of reference customers
• If necessary, coordinate implementation with clients and internal teams to ensure a successful launch