Director, Customer Success

Given our business model, where our customers have recurring contracts for cost and clinical technology and services, Customer Success is vital to long-term profitability. We will not be successful unless our customers are receiving value from our technology and services. As such, we need a director to own driving success for an assigned subset of our strategic members. This role includes responsibilities for the Customer Success member activities (e.g., adoption, advocacy, retention, account plan development, customer satisfaction, frequent cadence with stakeholders and economic buyers  etc.) and outcomes (revenue growth through expanding technology/consulting, building multi-threaded relationships at mid and C-suite levels, documented and validated ROI/Value for each account, meeting/exceeding renewal rate goals) for their assigned accounts. This position will ensure our members are maximizing the value of the Stanson- Premier relationship, with a significant focus on understanding each account’s strategy, areas for improvement, market drivers and positioning Premier’s solutions.

The person in this role is responsible for meeting/exceeding the following goals (set annually):

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  Relationship development and growth – executive & functional stakeholders

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  Renewal rate

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  ROI/Value that the customer can articulate when asked

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  Net Promoter Score (economic buyer and other stakeholders) for accounts served

This position will work and function as an integral part of Stanson-Premier’s member facing teams which includes sales, product, marketing and technical services – working to ensure that members will be successful in an era of healthcare reform integration and beyond. 

This person will have key competencies in understanding a broad range of healthcare industry challenges, account management, healthcare technology clinical and/or financial, and a track record of hands-on experience of meeting/exceeding goals.

Responsibility #1– 60%

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  Maintain a proactive cadence with customers to grow account relationship, advise of new product and service offerings, discuss optimization opportunities, identify SMART goals, establish success metrics, and track progress towards achieving goals.

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  Analyze data trends, alert patterns, and other key data metrics to present insightful use cases and recommendations to customers.

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  Be a team leader & collaborative worker – the CSM will be the “quarterback” for internal Stanson teams to coordinate key presentations to customers based on internal analysis.

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  Builds, develops and grows business relationships within large healthcare delivery systems vital to the success of projects.

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  Identifies project risks & takes appropriate actions to mitigate them.

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  Utilize business professional writing & communication skills to lead projects in an efficient & effective manner. 

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  Educate & train key healthcare project champions to learn the Stanson ‘Iris’ analytics tool.

Responsibility #2 – 20%

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  Identify and validate value and return on investment Stanson-Premier delivers to members, renewal and business retention activities

Responsibility #3 – 10%

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  Utilize standard practices, reporting and value calculations while customizing based on the member.  Contribute to ongoing improvement/best practices for Customer Success.

Responsibility #4 – 10%

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  Stay current on all Stanson-Premier services, technology, and solutions; industry; and regulatory changes

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  Administrative activities

Work Experience:

Education:

Skills:

• Managing or implementing large complex accounts with multiple products and services

• Develop relationships and engage with health system C-suite and other key functional stakeholders

• Executive level presentations

• Health system operations

Experience:

• Consulting

• Experience with Epic, Cerner, Athena, or other EMR implementation, and/or healthcare consulting roles

• SaaS

Education:

• Masters

• Project Management Professional (PMP)

• Ranked #1 on Charlotte’s Healthiest Employers list for 2019, 2020, 2022, and 2023 and 21st Healthiest Employer in America (2023)

• ​Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 16th year in a row

• Modern Healthcare Best in Business Awards: Consultant - Healthcare Management (2024)

• The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting

For a listing of all of our awards, please visit the Awards and Recognition section on our company website.

• Perks and discounts

• Access to on-site and online exercise classes

Premier is looking for smart, agile individuals like you to help us transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people.
 

Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply.  EEO / AA / Disabled / Protected Veteran Employer.

Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief. If you need assistance in the application process, please reply to diversity_and_accommodations@premierinc.com or contact Premier Recruiting at 704.816.5200.

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