Customer Success Director from Atria Consulting

Management of strategic accounts may require developing or refining processes and systems to align with customer and company needs. This role will collaborate with relevant functions to contribute to related projects.

Responsibilities:

• Partner with customer executives and functional Enterprise Imaging leaders to define partnership strategy, objectives, and plans to execute

• Provide programmatic coordination & leadership to functions assigned to the customer (sales, operations, shared services, R&D), ensuring focus, execution, and demonstrable value

• Establish portfolio management and customer success plans including stakeholder analysis, program org. structure, RACI, customer success plan (OKRs, KPIs), program mgmt. plan (scope, schedule, and cost roll-up) and communication plan

• Establish and optimize portfolio management systems with customer and Enterprise Imaging program team members including:

  • Governance structure, cadence, and reporting

  • Executive meeting and decision-making framework

  • Closed-loop action tracking, follow-up, and closure

  • Portfolio and strategy change management

  • Pro-active risk management

  • Issue escalation and resolution framework

• Execute day-to-day portfolio management and customer success leadership tasks:

  • Serve as primary post-sale executive contact for the assigned, strategic customer

  • Coordinate company and customer execution of plans

  • Monitor and control the execution of contractual obligations and compliance

  • Continually assess and improve program systems and frameworks

  • Measure and report on achievement of program goals and customer value

  • Provide regular program progress and status reports

• Work closely with the Enterprise Imaging leadership, Customer Success, and other functions to refine our approach to enterprise customer success and value assurance, and to drive the assigned customer toward advocacy

• Management of strategic accounts may require developing or refining processes and systems to align with customer and company needs.

• This role will collaborate with relevant functions to contribute to related projects.

Minimum Qualifications:

• Minimum 7 years of management/supervisory experience in a technology or healthcare company.  Thorough understanding of project management, account management, customer success, and customer operations.  Change management experience preferred.