Director of Customer Success (Medical Devices/Healthcare)

Description

Company Overview:

IronRod Health, a leading cardiac device service provider, offers unparalleled healthcare solutions in the ever-evolving industry. Our suite of services includes patient education, device assessments, emergency response, remote monitoring, and billing. We champion healthcare entities across the country, ensuring optimal care, efficiency, and financial success.

Position Overview:

We're in search of a Director of Customer Success to enhance operational efficiency and boost customer satisfaction. This role entails overseeing the implementation process, supervising account managers, and leveraging opportunities for growth.

Key Responsibilities:

• Implementation Oversight: Lead the implementation process, working hand-in-hand with teams to ensure a smooth experience for our customers.
• Account Management Coordination: Guide a team of account managers to enhance customer satisfaction. Oversee renewals and pinpoint cross-sell and upsell opportunities.
• Expansion Opportunities: Identify and seize expansion opportunities within existing accounts, working with account managers to bolster revenue.
• Field Clinical Representatives Coordination: Manage Field Clinical Representatives, ensuring effective resolution of in-clinic issues and maintaining customer satisfaction.
• Stakeholder Collaboration: Partner with teams across Sales, Marketing, Product, and Engineering to synchronize Customer Success efforts with company goals. Offer insights to refine operational processes.
• Customer Engagement: Build robust customer relationships, serving as a trusted advisor and go-to for escalations. Provide strategic guidance to teams for effective account management.

Requirements

Education:

• Bachelor’s degree in business, healthcare, or a related field preferred.

Experience:

• Minimum 5 years of experience managing Customer Success teams, with a strong track record in customer engagement techniques and renewal processes.
• At least 5 years of experience in the SaaS industry, including guiding early-stage companies and improving customer satisfaction.
• Comprehensive knowledge of healthcare workflows, gained through hands-on experience in related fields such as sales or medical administration.

Skills and Competencies:

• Exceptional leadership and communication skills, with the ability to inspire and motivate teams toward shared objectives.
• Demonstrated success in improving operational efficiency, including analytical thinking, strategic planning, and problem-solving.
• Ability to adapt to changing business priorities, manage uncertainty, and collaborate effectively with diverse stakeholders.
• Proven expertise in optimizing team processes and executing impactful projects efficiently.

Travel:

• Travel may be required based on business needs.