Director of Delivery Services and Customer Success
6 days ago
Kansas City
Job DescriptionDescription:About Hart Founded in 2012 in Orange County, California, Hart was created to enhance the healthcare system through the use of state-of-the-art data management software. With an increasingly complex range of data types existing in numerous and disparate health systems, we designed a platform that seamlessly integrates all these data sources into a unified source of reliable, up-to-the-minute information. Whether you are a patient or a provider, Hart was created to make healthcare an easier and more efficient experience for you. The management and analysis of disparate healthcare data is a particularly challenging task. But Hart's innovative platform is equipped with powerful tools and features that streamline the entire process, providing you with the data you need, when you need it – and delivering better healthcare outcomes as a result. Job Description Hart is seeking a Director of Delivery and Customer Success who will build and lead the unified Delivery and Customer Success team. This team will include Account Managers, Project Managers, Professional Services, Support, and Data Engineering. The team supports Hart's customers as they transition from sales prospects to active users of the Hart Platform, nurturing long-term partnerships to drive account growth and satisfaction. This role is focused on delighting customers, building long-term relationships from the technical portion of a sale through a successful data transformation and on-going SaaS support. By delivering a positive end-to-end experience, the team will drive growth for Hart through renewals and expansion in partnership with sales and marketing. Requirements: Hart is seeking a Director of Delivery and Customer Success who will build and lead the unified Delivery and Customer Success team. This team will include Account Managers, Project Managers, Professional Services, Support, and Data Engineering. The team supports Hart's customers as they transition from sales prospects to active users of the Hart Platform, nurturing long-term partnerships to drive account growth and satisfaction. This role is focused on delighting customers, building long-term relationships from the technical portion of a sale through a successful data transformation and on-going SaaS support. By delivering a positive end-to-end experience, the team will drive growth for Hart through renewals and expansion in partnership with sales and marketing. Core Responsibilities • Strategic Leadership and Operational Excellence, • Develop and execute a comprehensive account management strategy aligned with the company's goals and objectives. This includes overseeing all customer engagements, driving value, maintaining and advancing growth strategies and revenue, and managing daily operational processes., • Build, lead, and mentor a world-class team, including recruiting and developing high-performing individuals (Account Managers, Project Managers, Professional Services, Support, and Data Engineering)., • Establish clear metrics and KPIs to measure the effectiveness of the team's performance and drive continuous improvement., • Develop the internal roadmap for the function, including collateral, process, and documentation to effectively implement the strategy., • Develop a company-wide customer success motion, integrating systems, processes, content, and data to/from stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc.)., • Drive operational practices to track performance of teams and individuals and enhance the scalability and effectiveness of the function., • Work closely with finance, marketing, and sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)., • Customer Lifecycle and Account Growth, • Serve as the primary point of contact for key accounts post sale, building strong relationships based on trust, transparency, and communication., • Lead the efforts for Lifecycle and Account Growth., • Increase future client lifetime value through product expansion and addition, customer satisfaction, and overall health scores., • Reduce churn and drive new business growth through greater advocacy and reference ability, continuously growing the reference-ability of the customer., • Develop and execute account expansion strategies to maximize revenue opportunities and increase customer lifetime value., • Proactively identify upsell and cross-sell opportunities based on a deep understanding of customer goals, challenges, and market trends., • Establish best practices for customer profitability, including invoicing, accounts receivable, cash collections, write-off, and contractual interactions., • Cross-Functional Collaboration and Advocacy, • Work closely with internal teams, including sales, product development, and implementation, to ensure alignment on customer expectations and deliverables., • Facilitate seamless transitions between departments, providing clear guidance and support to ensure customer needs are met efficiently and effectively., • Advocate for customer priorities within the organization, championing their interests and driving initiatives to enhance the overall customer experience., • Address escalated customer issues with speed and urgency, serving as the escalation point and orchestrating resources across the company to resolve requests and complaints., • Aid in product design and development, sharing customer feedback and insights for revenue opportunities., • Analyze customer data to continuously improve the customer experience and inform data-driven decision-making., • 10+ years of experience in software, health care data transformation, business management, product management, or marketing., • At least 5 years of experience in a leadership role, with a strong preference for at least 10 years in the Healthcare industry., • Bachelor’s Degree in Business, Communications or Science related discipline; MBA preferred., • Proven track record of success in account management, customer success, or a related field., • Strong understanding of sales processes, customer lifecycle management, and customer retention strategies., • Demonstrated progressive management experience leading teams in a software company or professional services., • Proven ability to develop strategies, translate them into initiatives, and track successful delivery., • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams., • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning., • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity., • Able to collaborate across the organization and with external stakeholders., • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction., • Travel to Headquarters required on a regular basis. Client travel as needed, minimum 15% travel.