LOCATION: Greater Midwest Region
TITLE: Director, Customer Success
REPORTS TO: Vice President of Customer Success
THE ROLE
The TigerText team is seeking an experienced leader to manage a portfolio of industry thought-leading providers and ensure they are optimizing use of TigerText throughout their organizations. A strong Director, Customer Success will bring critical customer interface and support based on intimate knowledge of healthcare organization operations and challenges.
The Director, Customer Success will engage executive champions, clinical leaders, and other key stakeholders and influencers to develop a clear understanding of each customer’s unique clinical communication challenges. Coupling an understanding of his/her customers’ challenges, goals, and operations with expertise in the TigerText product and platform, the Director, Customer Success will develop personalized adoption and expansion recommendations to ensure customers are extracting maximum value from their investment in TigerText.
The Director, Customer Success will facilitate the exchange of best practices among like customers and ensure that customers are educated on and leveraging new TigerText features.
The Director, Customer Success will act as the Voice of the Customer and will advocate within TigerText for the product and service enhancements that most resonate with his/her customers.
Essential Responsibilities…
Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to closely align TigerText activities with each customer’s business case and business strategy, ensuring that the full potential of their TigerText solution is realized
Leverage comprehensive understanding of the TigerText core product and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs
Working in collaboration with sales, the Director, Customer Success will map out assigned clients to account for: additional users available for existing modalities of care; additional modalities of care; and upsell opportunities for existing and new modalities of care in terms of TigerFlow and TigerFlow Enterprise. Working to create governance and organizational awareness of the full TigerText offering, then, working with sales to increase wallet-share.
Collaborate with multidisciplinary teams of health professionals including Physicians, Nursing Staff, Administrators, and Information Technology professionals to diagnose communication challenges, identify root causes, and drive change management initiatives
Monitor and identify trends in adoption and utilization and provide guidance to customers as part of governance
Direct cross-functional TigerText teams throughout the customer lifecycle to organize and mobilize resources and ensure follow-through when necessary
Escalate, as appropriate, customer support needs to TigerText and customer leadership
Identify, assess, mitigate, and, if necessary, escalate customer renewal risks
What You Bring:
10+ years working in the healthcare industry; ideally with background in sales or customer success management (account management)
A deep understanding of health-system and hospital operations
Experience working with healthcare-related data and technologies; hands-on experience with leading electronic medical records (EMR’s)
Expertise in cross-functional roles and team collaboration and leadership, specializing in embedding and training peers in use of new technologies
A demonstrated ability to manage to a quota
World class problem-solving, critical thinking, communication, and relationship-building skills
Strong writing and documentation skills, including requirements, specifications and process flows
Proficiency in the MS Office Suite - particularly PPT and XLS
Willingness to travel 50% including local, regional, and some national, depending on where the Director, Customer Success is located in proximity to the customer base
Education: BA/BS required, Master’s degree in business, healthcare administration or other healthcare-related field a plus
Requirements:
Excellent written, verbal, and interpersonal communication skills
Hands-on, proactive, and able to operate effectively in a fast-paced, rapidly changing environment
Energy and positivity to instill into the TigerText culture
THE COMPANY:
TigerText provides secure, real-time mobile messaging for the enterprise, empowering organizations to work more securely. More than 5,000 locations and four of the top five largest for-profit health systems in the nation rely on TigerText to meet compliance regulations and replace unsecured SMS text messaging that leaves protected or confidential information at risk. With over 4.5 million app downloads, TigerText has been featured in Forbes, The Wall Street Journal, Fast Company, Inc., Business Insider and many other leading business and tech publications. It is recognized as one of the 50 LA Tech Startups to Watch in 2015, a top Must-See LA Tech Office, and one of the 5 Sizzling Silicon Beach Startups to Watch by Entrepreneur. TigerText currently has over 125 employees with offices in Santa Monica, Palo Alto, and Tel Aviv, Israel.
WHY TIGERTEXT?
TigerText is the largest enterprise messenger in the US
Join our team in making major and much-needed changes in the way billion- dollar, life changing industries work
Prime office space in the three major tech ecosystems of the world - Santa Monica, Silicon Valley, and Tel Aviv - each complete with a loaded fridge and tons of other perks
An opportunity to work closely with proven executive team, board, and serial entrepreneurs (www.tigertext.com/about)
An environment that embraces a “work hard-play hard” culture and has fun
Team members love what they do and are willing to go the extra mile to help our clients and support the company’s rapid growth
This is a full time opportunity with competitive salary and medical benefits
TigerText is an Equal Opportunity Employer.
*Recruiting firms that submit resumes to TigerText without first entering into a written contract with TigerText will not be entitled to any compensation on candidates referred by that firm.