FraudScope is an AI-assisted platform that accelerates the identification of fraud, waste, and abuse in Healthcare which costs the nation $270B annually. FraudScope is rapidly growing and has won numerous awards. We are seeking exceptional talent to achieve our goal of ensuring that our scarce healthcare dollars go to real patient care.
We are seeking a talented Director of Customer Success to manage on-boarding, support, services, adoption, and retention of our products.
Responsibilities:
- Build a team and manage processes around:
Customer Onboarding
Customer Training
Professional Services
Customer Support
Customer Success Management
Renewals
Advocacy
- Define operational metrics for team
- Establish system for tracking metrics
- Expose subset of metrics to executive team, company and board
- Attract high potential individual contributors into team
- Determine how to define, drive, and demonstrate the value (ROI) delivered
- Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
- Create standard presentation materials for lifecycle plays
- Identify opportunities for continuous improvement
- Improve the customer experience
- Create company-wide customer feedback loop
- Give feedback to Sales and Marketing on prospecting approach
- Create dashboards to measure customer success
- Achieve operational excellence
Required Experience/Skills:
- Strongly preferred to have Payment Integrity experience
- MUST HAVE experience in the Healthcare industry
- Experience in leading customer-facing organizations
- Strong empathy for customers
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills