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Dir, Customer Success

Full Time | Cambridge | Massachusetts | United States

About the Job

The Director, Customer Success leads FMI's Customer Success Program in design and implements the program's long-term data driven strategy. The position is responsible for planning and evaluating the department's high-level approach, guided by data on what success means to customers and the customer journey. This role ensures consistency with best practices and a proactive, outcome driven service operation that maximizes value to customers and patients.

Key Responsibilities

• Define the customer journey and determine what success is for FMI’s customers.

• Leverage insights into the customer journey to manage, design, and implement a system to track metrics and outcomes of customer success.

• Direct and develop initiatives to drive the client success program for:

·   Outcome-driven service;

·   Proactive delivery of services;

·   Consistent delivery of customer success services; and,

·   Progress towards operational goals.

• Manage a team of client services direct reports and provide guidance, coaching, evaluation and hiring for the department.

• Refine, on a yearly basis, client success standards, training, communication and feedback mechanisms.

• Review, maintain and approve department-specific operating procedures, policies and other documents.

• Oversee and manage the client success program’s budget.

• Strategize, implement, improve, and manage both new and existing ideas and tactics.

• Drive new business growth through greater advocacy and reference-ability.

• Define and optimize the customer lifecycle.

• Manage Customer Success activities including onboarding, training, professional services, customer success management and advocacy.

• Manage team goals by defining operational metrics for team, holding the team accountable for goals, coaching, inspiring and encouraging continuous learning within team.

• Execute initiatives to create company-wide culture of Customer Success.

• Align with internal stakeholders around Client Success capabilities.

• Drive company-wide definition of ideal customer and partnership.

• Travel domestically as needed, up to 30%.

• Other duties as assigned.


Basic Qualifications

• Bachelor's Degree

• 8+ years of customer service experience in a client, patient, or customer-facing roles, 5+ years of which is in a customer success, account management, or client services position

• 5+ years of experience managing direct reports

Preferred Qualifications

• Master's Degree

• 10+ years of senior leadership experience in a customer success, account management, or client services department

• 10+ years of experience managing a team

• Background in marketing, sales, professional services, training and support

• Experience:

·   overseeing remote teams

·   in data and trend analysis as it pertains to account management

·   managing and resolving complex customer success issues and driving issue resolution

·   working independently, with minimal supervision

·   problem-solving technical and human/interpersonal problems

• Established problem-solving abilities and analytical and negotiations skills

• Ability to travel up to 30%

• Understanding of HIPAA and the importance of patient data privacy

• Commitment to reflect FMI's values: passion, patients, innovation, and collaboration

Apply Now

Internal applicants, please use your FMI email address.

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