Customer Success Specialist Jobs

Designation: Customer Success Specialist (Customer Growth experience)

Locations: Dallas, TX, Chicago, IL, Boston, MA, Philadelphia, Mechanicsburg, PA and Milwaukee, WI

Position Type: Fulltime with IKS Health

IKS Health is looking for a dynamic, thought-leader interested in driving change throughout the healthcare delivery system in the United States. He/She create a shared vision with prospect executives for the purposes of selling IKS services. The ideal candidate will be responsible for managing the success of the operational relationship with one or more IKS customers and ensure successful implementation of the IKS Clinical support book of business under contract. Leader will ensure high levels of customer satisfaction and mutual success of the relationship. In addition, he/she will work with the selling organization and provide solutions support to ensure IKS grows revenue with the customer. He/She will serve as the “voice of the customer” for IKS support solutions, and serve as the “voice of IKS” in the client organization. This role will require regular travel that includes spending time at customer locations.

NPS

• Build meaningful, high quality, Multiple C- Level & Sr VP / VP level connects
• Be the voice of the customer to IKS and Voice of IKS & Industry to the customer
• Demonstrate value to the customer - EVA to be Signed for every customer, re-published every Quarter
• SLA communication, agreement & alignment with the customer

Strategic Communication

• Drive QBR's - Ensure right participation from IKS and customer along with strategic vision for the customer
• Own Account plan and Strategy - Enage ML's, IKS Executives, Product, Solutions accordingly
• Filter, review & clean all communication to the customer - Keep strategic point of view
• Participate in MBR's - ensure messaging is qualitative and to the point. Stay coordinated with Ops on closure of action items.
• Educate customers on IKS feature cluster & value it drives.

Budget

• Track and report - Monthly
• Create backup growth opportunities
• Own Budget delivery on existing and new business
• Work alongside ML's on the new SOW's creation, Quarterback existing SOW renewal

Responsibilities

• Enable effective customer satisfaction of existing clients working closely with operations and Client Services teams
• Leverage consultative client centric skills to grow existing client relationships at all levels, especially at the CXO level.
• Able to effectively work with operations team to identify potential solutions / strategies to effectively address client issues / objectives.
• Partner with IKS Product heads and Customer facing delivery leaders within respective market / accounts
• Perform as an IKS ambassador and thought leader, proactively lead and coordinate teams from both sides towards common goals and solutions.
• Be the executive owner of the overall operational relationship between IKS Health and the Client
• Responsibility for new account growth and growing revenue in existing accounts within a target market
• Engage as a Strategic Partner with Client CEO’s and other C-level executives advise them on their business
• Oversee and provide strategies for effective governance between IKS Health and client teams across the hierarchy (level equivalent mapping)

Success Traits

• Self-starter
• Commercial mindset
• Entrepreneurial
• Goal oriented
• Flexibility and willingness to travel

Skills/Experience

• Some level of strategy consulting experience (or equivalent healthcare operating experience) helping healthcare providers solve real business problems
• Ability to quickly build confidence & credibility with customers and internal team members
• Ability to strike balance between being voice of customer and being able to represent voice of IKS to the Customer
• Clearly demonstrated experience owning and delivering revenue targets predictably to produce forecasted outcomes for a single client or grouping of clients
• Strong personal communication and presentation skills
• Individual ability to create a shared vision with prospect executives for the purposes of selling IKS services
• Deep knowledge of the US healthcare provider/payer market. Prevailing and future trends that will impact prospects/customers
• Have proficiency in and be able to coach Client Services employees in the organization about how to gain C-Level Executive access
• Strong financial acumen to be able to quantify the impact of business problems and their solutions.
• Experience creating and maintaining executive level relationships
• Demonstrated ability to work collaboratively with various internal stake-holders in the organization
• At least 5-8 years, with a preference of 10 years of experience in the provider healthcare space, delivering consultative, account management, and/or outsourced services with revenue & growth responsibility.