Director of Customer Success
Summary
Avizia is a rapidly growing healthcare technology company that delivers an end-to-end telehealth solution enabling healthcare providers to deliver virtual patient care beyond the physical walls of a hospital or clinic using their own care professionals. We are seeking an experienced Director of Customer Success to manage the post-sale customer lifecycle and ensure we deliver a world-class experience that enables our clients to realize the full potential of Avizia's telemedicine technology. The Director of Customer Success is responsible for customer engagement, adoption, utilization, and problem-solving, and will work closely with Avizia's executive team to measure and improve customer health. They will be a voice for the customer and work cross-functionally with Avizia's development, services, and sales teams to drive continuous product improvement and high levels of customer enthusiasm.
Duties & Responsibilities
.
Maintain key customer relationships post-sales for the duration of the customer lifecycle
Ensure high levels of customer satisfaction, loyalty, and enthusiasm for Avizia
Measure, manage, and improve customer health, engagement, and value realization
Help customers achieve their key telehealth business objectives through adoption and utilization of the Avizia platform
Provide customers with critical data and insights
Work with customer support team to resolve tactical customer problems in a timely way
Serve as ongoing 'voice of customer' to development teams
Drive customer renewals and upsells
Secure customer references
Knowledge, Skills & Experience
.
5
years experience managing accounts during implementation and maintenance of SAAS applications
Experience working with senior IT and business professionals at large, complicated accounts
Capability to be effective change management coach (cultural, technical, and business)
BA/BS degree, or equivalent, MBA/advanced degree preferred
Deep understanding of what drives success for healthcare delivery organizations
Familiarity with clinical workflows, healthcare IT tools, and virtual care processes
Strong sense of ownership and accountability, self-starter
Ability to thrive in a fast-paced, rapidly changing environment
Customer-centric perspective
Excellent verbal and written communication skills
Strong listening skills
Adept at solving customer problems through technology
Ability to collect, analyze, and interpret data
Sales experience with renewals and upsells
Ability to leverage cross-functional resources to solve customer problems
Degree of technical competence with video-conferencing and cloud-based software solutions
Additional Information
The position is located indoors in an office environment in our Reston, VA headquarters. The incumbent must be able to communicate with other individuals in person, via phone, and through email. The incumbent may be required to sit or stand for extended periods of time and the job requires the incumbent to use reasoning and judgment to address and solve business problems. The incumbent must demonstrate manual dexterity in order to use common office equipment. Applicant may be required to lift up to 10 pounds on an occasional basis. This position requires up to 20% travel.
Estimated Salary: $20 to $28 per hour based on qualifications.
Avizia is a rapidly growing healthcare technology company that delivers an end-to-end telehealth solution enabling healthcare providers to deliver virtual patient care beyond the physical walls of a hospital or clinic using their own care professionals. We are seeking an experienced Director of Customer Success to manage the post-sale customer lifecycle and ensure we deliver a world-class experience that enables our clients to realize the full potential of Avizia's telemedicine technology. The Director of Customer Success is responsible for customer engagement, adoption, utilization, and problem-solving, and will work closely with Avizia's executive team to measure and improve customer health. They will be a voice for the customer and work cross-functionally with Avizia's development, services, and sales teams to drive continuous product improvement and high levels of customer enthusiasm.
Duties & Responsibilities
.
Maintain key customer relationships post-sales for the duration of the customer lifecycle
Ensure high levels of customer satisfaction, loyalty, and enthusiasm for Avizia
Measure, manage, and improve customer health, engagement, and value realization
Help customers achieve their key telehealth business objectives through adoption and utilization of the Avizia platform
Provide customers with critical data and insights
Work with customer support team to resolve tactical customer problems in a timely way
Serve as ongoing 'voice of customer' to development teams
Drive customer renewals and upsells
Secure customer references
Knowledge, Skills & Experience
.
5
years experience managing accounts during implementation and maintenance of SAAS applications
Experience working with senior IT and business professionals at large, complicated accounts
Capability to be effective change management coach (cultural, technical, and business)
BA/BS degree, or equivalent, MBA/advanced degree preferred
Deep understanding of what drives success for healthcare delivery organizations
Familiarity with clinical workflows, healthcare IT tools, and virtual care processes
Strong sense of ownership and accountability, self-starter
Ability to thrive in a fast-paced, rapidly changing environment
Customer-centric perspective
Excellent verbal and written communication skills
Strong listening skills
Adept at solving customer problems through technology
Ability to collect, analyze, and interpret data
Sales experience with renewals and upsells
Ability to leverage cross-functional resources to solve customer problems
Degree of technical competence with video-conferencing and cloud-based software solutions
Additional Information
The position is located indoors in an office environment in our Reston, VA headquarters. The incumbent must be able to communicate with other individuals in person, via phone, and through email. The incumbent may be required to sit or stand for extended periods of time and the job requires the incumbent to use reasoning and judgment to address and solve business problems. The incumbent must demonstrate manual dexterity in order to use common office equipment. Applicant may be required to lift up to 10 pounds on an occasional basis. This position requires up to 20% travel.
Estimated Salary: $20 to $28 per hour based on qualifications.
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