Customer Success, Datavant

• 3+ years experience in healthcare technology and customer-facing roles (required)
• Strong focus on learning and understanding the goals and strategies of our customers
• Deep understanding of value drivers in recurring revenue business models
• Ability to manage and influence through persuasion, negotiation, and consensus-building
• Entrepreneurial, self-sufficient, and self-driven
• Comfort making decisions under uncertainty
• Thorough attention to detail and a bias toward action
• Strong empathy for customers AND passion to achieve growth within customers
• Analytical and process-oriented mindset
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
• Passionate about building a business that transforms the healthcare industry
• Experience in sales and post-sales experience (ideal, but not required)

Desirable

• We are looking for an experienced Customer Success pro who thrives in an entrepreneurial environment. Given our SaaS business model and our focus on a “land and expand” strategy, Customer Success is vital to our long-term profitability
• We will not be successful unless our customers receive massive value from our solutions. As such, we need an experienced account and/or relationship management individual who can drive success for our customers
• This role includes responsibilities for Customer Success outcomes (e.g., renewals, value realization, customer satisfaction, etc.) and activities (e.g., delivery, adoption, advocacy, retention, etc.)
• Drive Customer Success outcomes by owning, managing, and maintaining high levels of client satisfaction and support for accounts
• Develop an executive-level understanding of accounts through quarterly business reviews
• Maintain and improve high customer renewal rates and reduce churn
• Manage the end-to-end process of getting our clients set up with Datavant and Datavant’s partners — including coordinating outreach to partners, navigating issues/ questions, facilitating data overlaps, and implementing Datavant at various partners
• Ensure successful client onboarding as soon as a deal is signed and overall high client satisfaction, technically setting up the clients and understanding the client’s systems and workflows
• Manage the end-to-end process of getting our clients set up with Datavant and Datavant’s partners — including coordinating outreach to partners, navigating issues/ questions, facilitating data overlaps, and implementing Datavant at various partners
• Help clients navigate their data privacy journey, building an understanding of their privacy objectives and ensuring smooth delivery of our privacy products in coordination with the Privacy Experts team
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Support expansion of our revenue in accounts through the identification of cross-sell and up-sell opportunities
• Work closely and cross-functionally with Product Success, Sales, Product, Engineering, and the Marketing team to develop programs and solutions that establish, expand, and deepen customer relationships
• Innovate new ideas to drive productivity, scalability, and discovery of best practices as we 10x the number of customers in the next few years
• Help create a company-wide culture of customer-centricity