Director, Customer Success

📋 Description

• • As the Director, Customer Success at Premier Inc., you will be instrumental in ensuring the long-term profitability and success of the company by driving value realization for a dedicated portfolio of strategic members.
• • Your primary focus will be on fostering deep, multi-threaded relationships with stakeholders across mid-to-C-suite levels within healthcare organizations, ensuring they are maximizing the benefits of Premier's cost and clinical technology and services.
• • You will be responsible for a comprehensive set of customer success activities, including driving adoption of our solutions, cultivating customer advocacy, ensuring high retention rates, developing strategic account plans, and consistently achieving high levels of customer satisfaction.
• • A key aspect of this role involves understanding each assigned account's unique strategy, identifying areas for improvement, analyzing market drivers, and strategically positioning Premier's solutions to meet their evolving needs.
• • You will be accountable for achieving ambitious annual goals, including developing and growing executive and functional stakeholder relationships, meeting and exceeding renewal rate targets, ensuring customers can clearly articulate the Return on Investment (ROI) and value derived from their partnership with Premier, and achieving high Net Promoter Scores (NPS) from both economic buyers and other key stakeholders.
• • This role operates as a critical component of Premier's member-facing teams, collaborating closely with Sales, Product, Marketing, and Technical Services to ensure seamless member success in the dynamic landscape of healthcare reform and beyond.
• • You will leverage your deep understanding of healthcare industry challenges, robust account management skills, and expertise in healthcare technology (clinical and/or financial) to deliver exceptional results.
• • A significant portion of your time (60%) will be dedicated to proactive customer engagement. This includes maintaining regular communication to nurture account relationships, introducing new product and service offerings, identifying optimization opportunities, collaboratively setting SMART goals, defining success metrics, and diligently tracking progress towards these objectives.
• • You will be expected to analyze customer data trends, identify patterns, and utilize key data metrics to present insightful use cases and actionable recommendations that drive tangible value.
• • Acting as a "quarterback" for internal Premier teams, you will coordinate key presentations to customers, informed by thorough internal analysis, ensuring a unified and strategic approach.
• • A core responsibility involves building, developing, and growing robust business relationships within large healthcare delivery systems, which are vital for the successful execution of projects and long-term partnerships.
• • You will proactively identify potential project risks and implement effective mitigation strategies to ensure smooth project delivery and client satisfaction.
• • Utilizing strong business professional writing and communication skills, you will lead projects efficiently and effectively, ensuring clear communication and alignment among all parties.
• • You will play a key role in educating and training healthcare project champions on the Stanson 'Iris' analytics tool, empowering them to leverage its capabilities.
• • Approximately 20% of your role will focus on identifying and validating the tangible value and ROI that Stanson-Premier delivers to members, directly supporting renewal and business retention efforts.
• • A further 10% of your time will be dedicated to refining and improving Customer Success methodologies. This involves utilizing standard practices and value calculation frameworks, while also customizing approaches based on individual member needs, and contributing to the ongoing development of best practices within the Customer Success team.
• • The remaining 10% of your role will involve staying abreast of all Stanson-Premier services, technologies, and solutions, as well as keeping current with industry trends and regulatory changes impacting healthcare. This also includes essential administrative activities to support your role and the team.
• • This position requires a strategic mindset, a passion for client advocacy, and the ability to translate complex technical solutions into clear business value for healthcare organizations.
• • You will be a trusted advisor, guiding clients through their digital transformation journeys and ensuring they achieve their strategic objectives through the effective use of Premier's offerings.
• • The role demands a proactive, results-oriented approach, with a strong emphasis on building lasting partnerships and driving measurable outcomes.
• • Success in this role means our customers are not just users of our technology, but strategic partners who consistently derive significant value, leading to strong retention and growth.
• • You will contribute to a culture of continuous improvement within the Customer Success organization, sharing insights and best practices to elevate the entire team's performance.
• • This is an opportunity to make a significant impact on the healthcare industry by helping providers navigate complex challenges and improve patient care through technology and strategic guidance.
• • You will work remotely, requiring strong self-discipline, excellent time management, and effective virtual communication skills.
• • Travel is expected to be between 21-40% within the US, requiring flexibility and adaptability to client needs.
• • The role involves operating computer programs and software, requiring proficiency in relevant tools and platforms.
• • You will need to communicate effectively with diverse audiences, both in person and through electronic formats.
• • This position requires the ability to make independent decisions and work collaboratively within a team environment.
• • You must be adaptive, able to change priorities quickly, and consistently meet deadlines in a fast-paced environment.
• • A keen attention to detail is crucial for analyzing data, managing projects, and ensuring client satisfaction.
• • You will engage in day-to-day contact with co-workers and potentially the public, requiring strong interpersonal skills.
• • The role involves remaining stationary for prolonged periods, consistent with typical office-based or remote work environments.
• • You will be expected to contribute to a positive and collaborative business environment.
• • This role is pivotal in ensuring our members achieve their desired outcomes, thereby securing Premier's long-term success and market leadership.