Director Customer Success (Story Health)

About the Role

The role of the Director-Customer Success is to be a trusted advisor to the client, deliver according to deadlines and within budget but also drives new solutions to best serve the clients. 

You’ll immerse yourselves in our customers' most intricate workflows, explore the business problems and understand their true needs, and deliver our solutions that enable our customers to scale and drive adoption while ensuring a great experience for your customers. The problems you tackle will require an analytical and technological mindset, a sharp intuition for the key business and technology issues, and a strong degree of user empathy.

A Day in the Life

• Travel to and coordinate onsite visits with client stakeholders at hospitals, clinics, and beyond
• Own, nurture, and expand existing client relationships across client organizations
• Drive product adoption and increase patient enrollment efforts across all client organizations
• Maintain a high level of client engagement, satisfaction, and loyalty, as measured by high client satisfaction scores
• Manage client issues and escalations, collaborate with cross-functional teams such as the clinical team, operations, product, and sales as required
• Own renewals, upsell,s and support expansion opportunities for all assigned clients
• Conduct scheduled Executive Business Reviews (EBR) and Quarterly Business Reviews (QBR) as appropriate 
• Support the Implementation team during client onboarding

• Be a key contributor to the early stages of an innovative health tech startup, contributing wherever needed.
• Performs other related duties as assigned

What You Need

• 7-10+ years working in healthtech managing executive relationships with healthcare organizations
• Highly proficient in written/verbal English communication and interpersonal skills to interact with patients, caregivers, and healthcare providers
• Analytical skills are required to solve issues 
• Strong customer service skills, with the ability to identify problems and formulate solutions
• Able to take on multiple tasks in a dynamic, fast-paced, and changing team environment
• Passion for implementing technology to improve healthcare, and able to quickly learn and use new software and tools
• Proven adaptability in a high-volume position, ability to meet deadlines and metrics
  

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
• Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.

For any additional information, please visit the below websites:

E-Verify

Right to Work (English)

Right to Work (Spanish)

Disclaimer: 

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.