IntellaTriage
Director, Customer Success
IntellaTriage, Brentwood, Tennessee, United States, 37027
Director of Customer Success
We are actively recruiting a talented Director to join our team of energetic, compassionate professionals who will primarily be focused on Customer Success and leading the Customer Success team. This is a fantastic opportunity to be a prime mover in a rapidly growing, patient-focused business.IntellaTriage’s mission is to improve the lives of nurses and patients. Bottom line – we want to ensure our providers’ patients can receive the care they need any time, any place; and their nurses are able to be at ease knowing their patients are in good hands. Our nurse triage services are in high demand, exceeding our growth goals every year for the past three years, and we are looking for a team member to help us take our company to the next level.Responsibilities
In this player/coach role, you will be primarily responsible for owning retention and expansion of the existing customer base through leadership and coordination of Customer Success Managers (CSM).You will be critical to the success of the company as it continues to grow and serve sophisticated and engaged partners in the post-acute space.Reporting directly to the COO, you will have the opportunity to meaningfully expand the size of the existing team within the next 12 months.Hire, train, retain, and manage a team of passionate CS professionals to achieve aggressive adoption and value realization targets while continually evolving the company’s CS methodology and deliverables.Conduct historical reviews of account performance, account segmentation, and prioritization, and oversee win/loss analysis and other predictive analytics.Drive CS annual planning, including determining account segmentation, adoption targets, organizational design, account coverage, capacity model, compensation plans, and retention/expansion targets.Lead the development and execution of an end-to-end post-sale CS plan, including defining CS motions, deliverables, KPI development and tracking, enablement, and a rigorous health scoring evaluation cadence.Own all key customer relationships and refine existing Executive Sponsorship program.Regularly update the CEO and executive team for all things related to department performance.Implement a modern and fully integrated tech stack to maximize team efficiency and reporting.Coordinate between Customer Success, Quality Assurance, and Education teams to ensure action plans are developed and communicated, and appropriate re-education is conducted.Create and deliver products for monthly and quarterly Client Engagement Meetings.Qualifications
Deep CS expertise with 1-3 years of leadership experience.Demonstrable success in managing best-in-class, customer-facing teams at a top management consulting firm, SaaS organization, or healthcare services organization supporting aggressive revenue growth.An ability to balance a variety of tasks and priorities.Highly organized with strong attention to detail.Team-first mindset with a bias towards mentorship and growing the pie for all.Low ego and ability to take feedback.Interest in building a world-class organization with a high level of accountability.Experience in a subscription revenue environment and leveraging a high-medium-low touch segmentation strategy.Excellent strategist – strong presentation and modeling used to create compelling, purposeful, and actionable strategy across the entire customer base, underpinned with data, software tools, technologies, and automation solutions/strategies.Strong executive presence – excellent communication skills, with the ability to engage and inspire senior executives, including communicating your vision.People-driven – authentic passion for people and working with others to create community around the company’s mission.Project management and process-oriented – demonstrated ability to manage others and create efficient workstreams across all levels of an organization.Collaborative team leader – proven track record of success in providing strategic guidance and operational oversight to customer-facing teams and working cross-functionally across the leadership team.Outstanding problem-solving and analytical skills, including a talent for conducting research, analyzing data, developing hypotheses, and synthesizing recommendations.Heavily results-oriented - strong track record in meeting and exceeding revenue targets.Company informationIntellaTriage is the leading provider of RN-based triage in the United States, delivering triage care 365 days per year to providers and their patients across the nation. With the largest network of registered nurses, IntellaTriage provides compassionate care when patients need it and relieves burnout for nurses in the field.
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We are actively recruiting a talented Director to join our team of energetic, compassionate professionals who will primarily be focused on Customer Success and leading the Customer Success team. This is a fantastic opportunity to be a prime mover in a rapidly growing, patient-focused business.IntellaTriage’s mission is to improve the lives of nurses and patients. Bottom line – we want to ensure our providers’ patients can receive the care they need any time, any place; and their nurses are able to be at ease knowing their patients are in good hands. Our nurse triage services are in high demand, exceeding our growth goals every year for the past three years, and we are looking for a team member to help us take our company to the next level.Responsibilities
In this player/coach role, you will be primarily responsible for owning retention and expansion of the existing customer base through leadership and coordination of Customer Success Managers (CSM).You will be critical to the success of the company as it continues to grow and serve sophisticated and engaged partners in the post-acute space.Reporting directly to the COO, you will have the opportunity to meaningfully expand the size of the existing team within the next 12 months.Hire, train, retain, and manage a team of passionate CS professionals to achieve aggressive adoption and value realization targets while continually evolving the company’s CS methodology and deliverables.Conduct historical reviews of account performance, account segmentation, and prioritization, and oversee win/loss analysis and other predictive analytics.Drive CS annual planning, including determining account segmentation, adoption targets, organizational design, account coverage, capacity model, compensation plans, and retention/expansion targets.Lead the development and execution of an end-to-end post-sale CS plan, including defining CS motions, deliverables, KPI development and tracking, enablement, and a rigorous health scoring evaluation cadence.Own all key customer relationships and refine existing Executive Sponsorship program.Regularly update the CEO and executive team for all things related to department performance.Implement a modern and fully integrated tech stack to maximize team efficiency and reporting.Coordinate between Customer Success, Quality Assurance, and Education teams to ensure action plans are developed and communicated, and appropriate re-education is conducted.Create and deliver products for monthly and quarterly Client Engagement Meetings.Qualifications
Deep CS expertise with 1-3 years of leadership experience.Demonstrable success in managing best-in-class, customer-facing teams at a top management consulting firm, SaaS organization, or healthcare services organization supporting aggressive revenue growth.An ability to balance a variety of tasks and priorities.Highly organized with strong attention to detail.Team-first mindset with a bias towards mentorship and growing the pie for all.Low ego and ability to take feedback.Interest in building a world-class organization with a high level of accountability.Experience in a subscription revenue environment and leveraging a high-medium-low touch segmentation strategy.Excellent strategist – strong presentation and modeling used to create compelling, purposeful, and actionable strategy across the entire customer base, underpinned with data, software tools, technologies, and automation solutions/strategies.Strong executive presence – excellent communication skills, with the ability to engage and inspire senior executives, including communicating your vision.People-driven – authentic passion for people and working with others to create community around the company’s mission.Project management and process-oriented – demonstrated ability to manage others and create efficient workstreams across all levels of an organization.Collaborative team leader – proven track record of success in providing strategic guidance and operational oversight to customer-facing teams and working cross-functionally across the leadership team.Outstanding problem-solving and analytical skills, including a talent for conducting research, analyzing data, developing hypotheses, and synthesizing recommendations.Heavily results-oriented - strong track record in meeting and exceeding revenue targets.Company informationIntellaTriage is the leading provider of RN-based triage in the United States, delivering triage care 365 days per year to providers and their patients across the nation. With the largest network of registered nurses, IntellaTriage provides compassionate care when patients need it and relieves burnout for nurses in the field.
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