Director - Customer Success

Overview

The Director - Customer Success acts as a trusted advisor to clients, planning and managing delivery of Innovaccer platform projects and the team that delivers them.

What you'll do

• Understand customer needs and act as a client counselor, working with the customer to develop solutions to key problems and business objectives.
• Build client relationships and act as a trusted advisor to the client.
• Manage overall project delivery (charters, kickoffs, requirement gathering, delivery, QBRs) and the team, including collaborating with engineering/product managers and delivery teams (DAs, FDEs, QA engineers, developers, and designers).
• Manage the overall budget and adherence to project schedule for your accounts.
• Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate data into a stable and extensible pipeline, and with customer and product engineering teams to build bespoke workflows for new user groups.
• Present results of work and proposals for future work to audiences across all layers of the customer organization.

What you'll need

• Experience in technical account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 8-10 customers).
• Analytical mindset and demonstrated capability to work on analytical or digital transformation projects.
• Computer Science or Engineering (any discipline) background.
• Experience in US Healthcare to include Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences markets.
• Executive presence and the ability to engage with senior-level clients, with excellent written and verbal communication skills.
• Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction.
• Extensive experience working with offshore/India teams.
• Extraordinary ability to take on open-ended problems in unstructured environments, dive into details, and deliver outcomes.

Nice to have

• Experience in leading delivery/engineering teams in a technology company.

Details

• Location: Noida, Uttar Pradesh, India.
• Travel: 10-20%, varies by account needs.
• Must be able to work US Pacific hours.
• Five-day work schedule at the Noida office.