Director of Customer Success - Remitra

 

What you will be doing:

The Director of Customer Success role will develop and maintain the Customer Success Program to ensure continuity and customer service excellence. The Director of Customer Success will manage, direct and coach the Customer Success Team. They will support the planning, execution, and oversight of account management at existing members/customers by identifying and capitalizing on opportunities for process improvement in the accounts payable department, utilizing relationships with the member and Premier team to optimize usage of Electronic Invoicing and Purchase Order solutions. This position will create a training development program, KPI reporting, and Quarterly Business Review templates. The role will train and reverse shadow new Customer Success Managers, support development of technical requirements, and support management of requests via Salesforce while being the trusted advisor on strategic accounts. The role will look for opportunities to improve delivery across the Remitra platform for members.

This position works in collaboration with other field Region Specialists, ERP teams, client services, product management, operations, and new business development to ensure customer service and value provided exceeds customer expectations. They will work closely with the Premier Integrated Account Team to ensure coordinated account planning and maximize customer value from the Premier relationship. The role will also support the National Director and Premier sales teams with upselling to existing customers and selling to new customers.

Key Responsibilities

Responsibility #1– 60%

• Manage, direct and coach the Customer Success team

• Provide support as a SME on the Remitra solutions and AP and supply chain processes within healthcare

• Support planning, execution and oversight of account management at existing members

• Partner with Premier internal teams to provide QBR’s and KPI reporting on the value of Remitra

• Report to Senior Leadership on customer status

• Act as the escalation point for all existing customer complaints and concerns

Responsibility #2 – 30%

• Partner with product and engineering to prioritize work based on customer needs

• Identify enhancement opportunities and communicate effectively with product team to support the continuous improvement of the software

• Identify opportunities for process improvement

Responsibility #3 – 10%

• Train new account managers

• Support the National Director and Premier sales teams with upselling to existing customers and selling to new customers

​Required Qualifications

Work Experience:

Years of Applicable Experience - 7 or more years

Education:

Bachelors (Required)

 

Preferred Qualifications

Skills:

• Ability to effectively communicate internally and externally with customers.

• Strong written and verbal communication skills.

• Customer service

Experience:

• Deep experience in accounts payable & supply chain operational and process excellence

• Project management, data analytics, account management experience

• Management consulting experience would be a value added

• Healthcare Industry experience is advantageous

• Demonstrated experience with Value and ROI analysis

 

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time 

• Be adaptive and change priorities quickly; meet deadlines 

• Attention to detail 

• Operate computer programs and software 

• Ability to communicate effectively with audiences in person and in electronic formats.   

• Day-to-day contact with others (co-workers and/or the public) 

• Making independent decisions 

• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions 

 

Working Conditions: Remote

 

Travel Requirements: Travel 1-20% within the US

 

Physical Demands: Sedentary: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves remaining stationary most of the time. Jobs are sedentary if movement is required only occasionally, and all other sedentary criteria are met.

 

Premier’s compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive in order to attract and retain talented and highly skilled employees. Premier’s internal salary range for this role is $99,000 - $185,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills/experience, and geographic location. Premier utilizes a wide-range salary structure to allow base salary flexibility within our ranges.

Employees also receive access to the following benefits:

·       Health, dental, vision, life and disability insurance

·       401k retirement program

·       Paid time off

·       Participation in Premier’s employee incentive plans

·       Tuition reimbursement and professional development opportunities

Premier at a glance:

• Ranked #1 on Charlotte’s Healthiest Employers list for 2019, 2020 and 2022, and 49th Healthiest Employer in America (2022)
• ​Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 13th year in a row
• The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting
   

Employees receive:

• Perks and discounts
• Access to on-site and online exercise classes
• Paid time off to volunteer in their communities

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.

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 [email protected] or contact Premier Recruiting at 704.816.5200.

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