Customer Success Program Director Jobs

Responsible for the project management of product realization, providing outstanding customer experience

10+ years of experience in Customer Success or similar management roles

Responsible for all customer service and fault reporting activities ensuring that these are managed and resolved efficiently

Responsible for ensuring all quality and regulatory procedure and requirements are followed by all

Must have medical device industry experience

Must be able to work with customers globally and have excellent communication skills

Experience leading large teams and managing people managers

Embody strong leadership by inspiring and motivating while leading a team of people managers and delegating tasks

Collaborating with the internal BI team to drive tech/ tool adoption and improve client experience

Onboarding, training, and developing team members to elevate delivery against the above accountabilities

8 years' experience in a relevant industry (CPG and/or consulting) – Alcohol Beverage experience a plus

Relevant experience with research techniques & solutions in the related industries of Consumer-Packaged Goods, Consulting, Information, Sales, Analytics or similar

8+ years of customer‐facing experience in technology, product management, or consulting

2+ years of management experience in a leadership role

2+ years of industry experience in Travel, Hospitality, or Revenue Management

Refined presentation skills with experience communicating complex concepts to a diverse audience

Exceptional leadership skills and ability to manage multiple diverse projects and teams

Creative analytical capabilities and problem‐solving skills

Minimum of 7 years of progressive experience in customer success, account management, or a related field, preferably within the healthcare industry.

Demonstrated leadership abilities, including experience managing and developing a team.

Proficiency in using customer relationship management (CRM) software and other relevant tools.

Proactively identify opportunities to enhance the customer experience and develop strategies to maximize customer retention and growth.

Manage a team of customer success managers, providing guidance, support, and ongoing professional development.

Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.

Expert on client relationship management

Educate and drive adoption of full sponsorship offerings, bringing in our sales team when necessary for demonstrations

Some experience with larger accounts, ideally at least a few at $100k+

Experience working with Salesforce a plus

>3.0 years of experience managing clients post-sales

Experience visiting customers on-site & mapping out multiple stakeholders at company

Develop and maintain strong cross-functional relationships with colleagues in Sales, Product Management, Customer Success and Customer Experience.

Prior experience with Workforce Management and / or Human Capital Management domains.

Provide internal project status updates to executive management, Customer Success leadership, and Account Managers/Solution Directors.

Assemble team consisting of Implementation Consultants, Integration Specialists, Education consultants, Product Managers, and Customer Success Managers to perform the work.

Working knowledge and experience with SDLC and software development methodologies such as agile, scrum, and waterfall.

Assess project performance of individual project team members and provide performance and development feedback to Practice Managers for follow-up.

Customer management: deliver a positive customer experience by assessing customer needs and working with internal teams to exceed customer expectations

Business growth: drive continued revenue growth by managing successful customer renewal events and identifying growth opportunities

Strategic thinking: think creatively to identify new ways our customers can drive value from our software

At least 3 years of experience leading customer service teams/Call Centers / Workforce Management

Executes short and long-term labor model plans using a workforce management tool such as IEX, Playvox, Etc.

Bachelor's degree (B. A.) preferred; or 5 years of related experience and/or training; or equivalent combination of education and experience

Collaborates with internal departments to improve current workflows, identifying opportunities based on capacity and customer experience impact

Demonstrated success in leading change, creating great teams and outcomes in customer experience

Experience in working in CRM and Customer Support Platforms (e.g. Salesforce, Zendesk etc.)

Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction.

Manage the overall budget and adherence to schedule.

Experience in either Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences markets.

Executive presence and the ability to engage with senior-level clients with excellent written, verbal communication skills

Experience in leading delivery/engineering teams in a technology company is a strong plus

Industry-Focused Certifications: Meet leading healthcare experts, discuss innovative strategies, and become a subject matter expert with our comprehensive set of certifications.

Strong interpersonal and team management skills.

At least 10+ years’ experience managing relationships for one or multiple Fortune 500 clients.

At least 10+ years’ experience with top line revenue responsibility &/or influencing for one or multiple clients.

Proven business development skills, seeking out and closing business opportunities and growing existing relationships.

At least 8+ years’ experience in either Healthcare or Pharmaceutical Industry.

Minimum of 10 years’ experience in the analytics, machine learning, information technology or consulting space.

Experience implementing and supporting large scale technology solutions at Fortune 500 companies.

Home-office setup budget so you can create your ideal remote workspace.

Monthly stipend to support working from home

Company Benefits With You In Mind

Become an expert on the Onna platform and integrations, while keeping up with industry trends and competitors.

Serve as the trusted point of contact for Onna's strategic key customers across the customer lifecycle; on-boarding, adoption, advocacy and renewal.

Bring the latest thinking on the intersection of technology, knowledge management, and learning to enable great agent and customer experiences.

10+ years of experience in learning program management and instructional design, preferably for operations and customer success roles.

Possesses an understanding of industry best practices and technology solutions for knowledge management

Strong performance management with the know how analytical skills to tailor analysis to explain trends and patterns of onboarding

Partner with product, program and operations leaders on the application of adult learning principles in change management for frontline employees.

Delivers excellent leadership support in budgeting, reporting, data analytics, vendor management, and eLMS administration.

10+ years of software/IT implementation experience

This is a remote position

5+ years in a direct leadership role, managing customer facing teams.

A pplica t io n of APM Business Case Development

MBA or Master’s degree from an accredited university

Strong consideration will be given to employees currently or recently working at GE Digital

Experience setting strategic plans, improving processes and change management

Computer proficiency, strong typing and data entry skills, demonstrated attention to detail and excellent organizational skills.

Ability to learn and use laboratory management systems.

Drive broader product adoption, customer outcomes and customer experience through optimized service processes

Operate in compliance with all regulatory requirements and company policies.

Ideally, experience launching new technologies or innovations in client service / laboratories.

Manage escalations from your direct reports and follow a methodical escalation process to appropriate leadership

Maintain the team’s technical excellence and high-quality communication and service skills, and identify opportunities for continuous improvement

Familiarity and comfort with a remote and/or hybrid working model

Drive value for global customers by identifying business goals and building strategic roadmaps as a trusted advisor

Drive adoption of the Elixir platform in existing accounts

Drive revenue, retention, up/cross-sell, and acquisition targets under the direction of the Global Vice President of Sales (GVPS)

7+ years of experience leading teams in customer-facing capacity (e.g. Account Management, Client Success, Sales)

Hire, mentor and direct our customer's post-sales team of Customer Success Managers (CSM’s) and Director of Customer Success

Partner with sales leaders and account executives and offer account insight to build pipeline volume and accelerate expansion velocity

Can work remotely or from an Applied Systems office

Executive-level experience in a B2B customer success role with a fast-paced SaaS organization. SaaS experience is essential

Hands-on experience using success tools (e.g., Salesforce, HubSpot)

By locating upsell and cross-sell possibilities based on client requirements and product capabilities, you may increase customer retention and growth

Implement scalable techniques and seek out chances for process optimization to improve the overall client experience

Promote a positive and high-performing culture by leading, mentoring, and motivating a group of customer success managers

Establish precise performance standards, offer ongoing coaching, and carry out regular performance reviews

At least 5 years of customer success experience, preferably with fintech experience

Work remote from anywhere in Canada or the US

Demonstrated ability in program management, preferably with experience in product development in the software as a service industry

Experience as a Program Manager for professional services or support offer launches

Ensure the executive sponsor and steering committee members are appropriately advised and involved in program decisions and risk management

Ensure adherence to the Offer Lifecycle Process that governs Success Plan offer and feature launches

Define roles, responsibilities and deliverables of performing program team members

Manage program execution, identify risk, and develop complete risk mitigation strategies

Minimum of 10 years of overall experience, 8 years of customer relationship/account management experience, preferably in healthcare industry;

Demonstrated ability of successfully manage complex, enterprise partnerships;

Proven experience in successfully leading, as the primary contact, customer negotiations to include renewal and expansion opportunities;

Problem solving skills and strong communication and interpersonal skills;

Demonstrated ability to capture, understand, manage, and resolve questions and issues; and

Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.

Ability to provide exceptional customer management skills at all levels (C-suite including).

7+ years of managerial experience in CSM and sales, SaaS preferred.

Work from home on Mondays and Fridays

Proven success in managing large team of customer success relationship managers.

Experience in successful retention and expansion of Enterprise SaaS business.

Strong communication skills with the ability to clearly articulate complex concepts and business value to both internal and external stakeholders.