Director, Customer Success

March 29

Pearl Health

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Democratizing access to value in healthcare

51 - 200

💰 $18M Series A on 2021-09

Description

We are seeking a stellar Customer Success Director, experienced in engaging with physician practices and health systems in a value-based care context and eager to help our current customer base succeed in the ACO REACH model and beyond. The Customer Success Director will be responsible for engaging with signed customers throughout their journey with Pearl: program onboarding and Pearl Product implementation, transformation to a value based environment, and programmatic success by investigating and creating alignment with provider internal operations and program objectives. As you come up to speed, you will own the development of relationships and performance of Pearl’s small-midsize Primary Care provider customers, enabling ACO REACH program fluency, propelling client delight and satisfaction activities that define our service model, driving performance in value-based care, and securing contractual renewal as applicable. The Customer Success Director will be accountable for driving superior REACH performance across all assigned customers, while maintaining a best-in-class Net Promoter Score. You will partner with Data Science, Performance, and Clinical Operations teams to develop strategies based on performance analysis of customers, and collaborate with customers to design actionable practice transformation plans and implement appropriate performance improvement initiatives to assist the customer in achieving performance goals. Your commitment to delivering better outcomes for patients and rewards for Pearl’s customers will be contagious in the regions that you serve. A familiarity, passion, and willingness to create unprecedented possibilities offered by value-based care programs would make you an ideal candidate. While this will be a remote position, in-person engagement with customers will be critical and some travel is required (up to 25%). To be successful in this role you will: - Act as people manager for small-midsize provider relationship managers in up-leveling approach to enablement at scale. - Act as escalation point to resolve any small to midsize provider challenges, drive significant partnership opportunities, or establish resourcing plan to address significant performance objectives. - Be accountable for network performance, and development of remediation plans for provider performance across assigned clients, deploying those plans in a high-touch or low-touch manner where appropriate. - Partner with Operations, Finance, Growth, Product, Data Science and Actuarial teams to drive renewal contract execution supporting performance roadmaps and distinct improvement plans as applicable. - Demonstrate aptitude for relationship building, proactive issue resolution, and creating an exceptional experience for our providers. - Oversee education and deployment of technology tools supporting practice transformation, and integration of technology tools into customer workflows across assigned relationships. - Use data to identify cost drivers and work with Pearl partners and Preferred Providers to develop optimal referral, care management, and admission avoidance strategies, contributing to customer performance. - Work across the organization to ensure successful implementation of critical projects on behalf of your assigned customer-base. - Execute flawlessly on bespoke onboarding and performance management strategy unique to small to midsize provider customers.

Requirements

• Bachelor’s degree or equivalent work experience • 5-7 years of experience in clinical transformation, improving clinical quality, network contracting and development, or other relevant provider-facing field. Experience at an ACO, or tech enablement company is a plus. • Experience in interpreting and utilizing clinical data analytics, outcomes measurements, and designing internal dashboarding to drive change and resource allocation • Demonstrated experience implementing clinical transformation initiatives designed to help provider groups achieve delivery transformation goals (experience implementing in a hospital system preferred) • Experience preparing and presenting information to clinical and executive level leadership • Willingness to travel for face to face meetings • Enterprise level provider management experience preferred • Track record scaling a team, function, or service capability required • A passion for improving and optimizing relationships

Benefits

• Remote position • In-person engagement with customers • Travel required (up to 25%)