Director, Customer Success- Agency

The Director, Customer Success- Agency will be a key leader in onboarding and growing sustainable relationships with our healthcare staffing agency clients. This role will drive growth for Vivian through the following:

• Lead and develop our existing team of Customer Success Managers in support of our Agency segment, which is the largest at Vivian.
• Own continuous optimization of our customer onboarding process to improve time from contracting to revenue.
• Develop and manage key customer success metrics across the Agency account base to ensure matching between customer capabilities, service models, and revenue optimization.
• Work with Customer Success Managers to develop and implement Customer playbooks to help our Agency recruiters and admins derive the most success through the use of Vivian platform
• Meet directly with key customer executives to ensure engagement of customer leadership and execution of mutually-developed performance goals.
• Implement customer success and account management plans that drive revenue growth to meet/exceed budgeted targets.
• Collaborate with Technical Implementation and Candidate Operations teams to support Customer Success goals related to onboarding, satisfaction and revenue growth.
• Coordinate resources and support with the Director of Sales, Agency Segment to ensure effective “team selling” during the sales cycle, and to continuously improve Sales-Customer Success handoff quality.
• Provide feedback to Product Development, Implementation, Operations, and Engineering teams to advocate for product/process changes that will result in improved Provider customer experience and revenue growth.

Your success will result in Vivian Health developing a detailed playbook for Customer engagement and revenue growth for Provider organizations of all types..

THE SKILL SET: 

• Bachelor’s degree required
• Minimum 5 years of relevant managerial experience working in healthcare agency recruiting or Customer Success, implementation, or project management
• Leadership and accountability to the development of customer success, implementation, and/or project management teams
• Segment or business strategy launch/growth experience preferred
• Proven ability to engage successfully with customer executives and project teams to build mutually beneficial growth plans and follow-through metrics
• Smart, detail-oriented, and resourceful
• Excellent verbal and written communication skills
• Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines

THE SALARY, BENEFITS & PERKS:

The range for this position is $130,000-$150,000 yearly salary, with an on target earnings of up to $200,000 dependent on job-related, non-discriminatory factors such as experience, education, and skills. This range is based on a full-time schedule.

At Vivian Health, we offer a competitive compensation package, with benefits including:

• Flexible Time Off
• Comprehensive Health Insurance Plans including HSA and FSA Options
• 401K Retirement Savings Plan with Generous Employer Match
• Generous Parental Leave
• Pre-tax Commuter Benefit Plan
• Work from home stipend
• Access to Corporate Discount Program
• Pet Insurance