Director Customer Solutions and Services

MCN Healthcare - Denver, CO

Full-time

MCN Healthcare provides SaaS solutions to the healthcare industry. Customer success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving value from our service. As such, we need our Director Customer Solutions and Services to own driving success for our customers. This role includes responsibilities for customer support and services activities (e.g., on-boarding, support, implementation, training, adoption, advocacy, retention) and outcomes. Collaborates with IT, Content, Sales and Marketing in meeting company goals and providing leadership throughout the organization.

Define and Optimize Customer Lifecycle

  • Map customer journey from implementation to customer ongoing usage
  • Develop listening points (e.g., usage, satisfaction)
  • Ability to build strong relationships with customers and team
  • Standardize interventions for each point in journey
  • Identify opportunities for continuous improvement
  • Learn from best practices in the industry
  • Seek, track and communicate customer requests to IT and Content departments
  • Ensure customer expectations are met for product and service

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall
  • Ensure customer expectations are met for product and services
  • Drive new business grown through greater advocacy and customer references

Manage Customer Solutions and Services Team and Activities

  • Lead world-class team
  • Recruit experienced implementation/training/support specialists
  • Attract high potential individual contributors into the team
  • Create rapid on-boarding process for new team members
  • Provide on-going training to staff
  • Create career path for team members
  • Customer Implementation
  • Customer Support
  • Customer Success Management
  • Advocacy/References

Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Provide reporting to Executive Leadership
  • Foster collaboration within the team, Sales, IT, Marketing
  • Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • CRM platform
  • Inspire Customer Success across the company
  • Create and maintain company-wide culture of Customer Success
  • Align and assist with marketing to new and existing clients and prospects

Collaborate with marketing, content and sales to develop marketing out reach to secure new customers and maintain current customers

Assist in driving product road-map; works collaboratively with IT, QA

Provide support to Sales team cross-selling, up-selling, and renewals with a retention focus

Assist Sales with large demo presentation, customer implementation experience

Create and maintain company-wide customer feedback loop

Develop and manage department budget

Develop annual department work plan

Participates in leadership team

Experience/Skills:

  • Relevant Bachelor’s degree
  • 10+ year’s experience in leading and managing customer experience/success departments
  • Positive, enthusiastic and creative leader with the ability to inspire others
  • Strong empathy for customers
  • Deep understanding of value drivers in recurring revenue business models
  • Process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and problem-solving skills

Benefits:

  • Employee-paid Medical, Dental, Life and Vision plan
  • Generous 401K match
  • Paid parking
  • Quarterly gym reimbursement
  • Annual dollars towards fitness reimbursement such as ski pass
  • 3 vacation weeks each year in addition to 8 holidays
  • Fun office outings and team-building events
  • Working with an energetic group of people who promote work-life balance

This position is based in Denver, CO.

About MCN Healthcare: Over 30 years' experience in the most dynamic market today. For more information, visit our website at MCN Healthcare (http://www.mcnhealthcare.com)

To apply, please email Resume and Cover Letter. Salary based on experience.

Job Type: Full-time

Education:

  • Bachelor's (Preferred)