Director, Customer Success- Agency at Vivian Health

Full-time- Remote 
 
At Vivian Health, we’re transforming hiring and recruiting in healthcare. We’re a positive impact business working to efficiently and cost effectively match the right talent to the right jobs in the healthcare sector, and as a result, help improve patient care and reduce healthcare costs.

We started by bringing transparency and increased access to the opaque and offline temporary healthcare staffing industry, and we are now building the largest marketplace in the healthcare labor market that enables all healthcare professionals to find their perfect job opportunity, faster and easier than ever before.

THE MISSION:

Vivian Health's mission is to empower every healthcare professional to find their perfect job opportunity. We do this by providing the tools necessary for healthcare professionals to land their dream job and empower them to negotiate for the pay they deserve.

Through the Vivian Health platform, we enable staffing agencies and healthcare employers to more easily find relevant talent, communicate more efficiently, and make better hiring decisions, ultimately enabling them to serve patients more safely and effectively.

 THE ROLE: 

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

We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and anyone with disabilities to apply. Vivian Health is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.

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