Director, Customer Success- Agency

August 31, 2023

Vivian Company

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What Can Vivian Do For Your Business?

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Description

• Lead and develop our existing team of Customer Success Managers in support of our Agency segment, which is the largest at Vivian. • Own continuous optimization of our customer onboarding process to improve time from contracting to revenue. • Develop and manage key customer success metrics across the Agency account base to ensure matching between customer capabilities, service models, and revenue optimization. • Work with Customer Success Managers to develop and implement Customer playbooks to help our Agency recruiters and admins derive the most success through the use of Vivian platform • Meet directly with key customer executives to ensure engagement of customer leadership and execution of mutually-developed performance goals. • Implement customer success and account management plans that drive revenue growth to meet/exceed budgeted targets. • Collaborate with Technical Implementation and Candidate Operations teams to support Customer Success goals related to onboarding, satisfaction and revenue growth. • Coordinate resources and support with the Director of Sales, Agency Segment to ensure effective “team selling” during the sales cycle, and to continuously improve Sales-Customer Success handoff quality. • Provide feedback to Product Development, Implementation, Operations, and Engineering teams to advocate for product/process changes that will result in improved Provider customer experience and revenue growth. • Your success will result in Vivian Health developing a detailed playbook for Customer engagement and revenue growth for Provider organizations of all types.

Requirements

• Bachelor's degree required • Minimum 5 years of relevant managerial experience working in healthcare agency recruiting or Customer Success, implementation, or project management • Leadership and accountability to the development of customer success, implementation, and/or project management teams • Segment or business strategy launch/growth experience preferred • Proven ability to engage successfully with customer executives and project teams to build mutually beneficial growth plans and follow-through metrics • Smart, detail-oriented, and resourceful • Excellent verbal and written communication skills • Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines

Benefits

• Flexible Time Off • Comprehensive Health Insurance Plans including HSA and FSA Options • 401K Retirement Savings Plan with Generous Employer Match • Generous Parental Leave • Pre-tax Commuter Benefit Plan • Work from home stipend • Access to Corporate Discount Program • Pet Insurance