Customer Success Director, Southeast

ABOUT US:

Simplee, founder of the patient financial care movement, is healthcare’s leading technology platform for engaging patients and addressing affordability with personalized paths to payment. Founded in 2010 and led by a team with roots in consumer experience, financial services and healthcare, Simplee’s mission is to make healthcare consumer-friendly. Loved by millions of patients, Simplee’s consumer-centric experience helps the largest health systems reach higher levels of patient satisfaction and achieve better financial performance. From pre-service through to post-service, providers use the Simplee platform to offer financial transparency and match patient financial need to with personalized payment plans. Today, Simplee serves a “who’s who” of US healthcare providers partnering with leading brands representing billions in consumer payments across more than 200 hospitals and 1,100 physician clinics across the country. We touch nearly 5% of the U.S. population and are proud that 81% (and rising) of patients across Simplee customers report being “very satisfied” with their financial care.

Our proprietary technology is award winning and frequently featured in the press. Simplee is a privately held company backed by venture investors including Greylock (83North), Social Capital Partnership, The Heritage Group (strategic healthcare investor with large hospital systems as LPs), and American Express Ventures. The company received $20M series C funding in May 2016 and received prior funding of $18M. Simplee is headquartered in Palo Alto, California, with regional sales offices, and maintains a development center in Tel Aviv, Israel. Simplee ® is an HFMA Peer Reviewed company and Forrester has validated the return that Simplee customers through a Total Economic Impact study.

THE OPPORTUNITY:

We are looking for an enthusiastic individual who would be responsible for engaging, retaining and helping enable our customers to fully utilize Simplee. As a key customer advocate within the Customer Success team, the Customer Success Director will be responsible for enabling and maintaining customer success through the lifecycle of a customer. This is a chance to join an exciting and growing healthcare technology company and help drive our success from your home-based office.

RESPONSIBILITIES:

Drive Customer Value

  • Establish highly effective relationships with senior executives and key decision makers to ensure a close and successful long-term business relationship
  • Serve as the lead point of contact and ensure customers are receiving world-class service
  • Become an expert on Simplee’s solutions and educate customers on the use and benefits of our products
  • Conduct quarterly business reviews and regularly interact with key stakeholders to deliver insights, product notifications, support notices, and operational reviews
  • Understand each customer’s strategic goals and make recommendations based on Simplee’s products and best practices
  • Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to understand root cause and remediation plans to address client issues
  • Maintain expertise on industry trends/practices and competitive landscape

Increase Revenue

  • Partner with sales to drive alignment for customer renewals and expansions
  • Identify up-sell opportunities and communicate potential risks that would threaten renewals
  • Monitor and maintain client health score and proactively drive action throughout the customer lifecycle to reduce churn risk

 Lead Cross-Functionally

  • Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations
  • Work closely with Product and Professional Service teams to track optimization requests, best practices/technical recommendations and ensure account issues are resolved quickly
  • Establish regular cadence for project status updates, track meeting minutes, and manage project plans through completion

Develop High-Quality Analytics to Demonstrate Business Value

  • Analyze data independently to discover insights to improve the customer and patient experience
  • Prepare slide presentations and reports in a consumable customer format that delivers actionable insights
  • Partner with Marketing to develop customer stories, case studies and client references based on data driven results

REQUIREMENTS:

  • At least 7+ years of customer success experience in technology/healthcare
  • Experience with cloud-based/SaaS solution offerings
  • Experience working with large and complex enterprise accounts, healthcare is a plus
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally)
  • Experience in developing case studies based on customers performance
  • Strong analytical skills, comfortable working with disparate raw data to drive insights and action plans
  • Advanced problem-solving skills, ability to develop effective solutions to complex problems
  • Strong understanding of business processes and their implementation into enterprise applications
  • Exceptional organizational skills, experience coordinating concurrent projects in a high-pressure environment
  • Ability to leverage cross function business and technical teams to provide timely issue resolution
  • Well organized, with a strong attention to detail is a must
  • Solid understanding of project management methodologies, processes, tools and techniques
  • Bachelor's degree required
  • Ability to travel up to 50% of the time

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