Director of Customer Success

About the position

PaceMate is currently seeking a Director of Customer Success, a critical role in building and developing the PaceMate customer base within represented facilities in the United States. The role of the Director of Customer Success will lead the account management team comprised of Account Managers and Technical Support Specialists. The goal of the Director of Customer Success role is to lead the building of relationships with existing clients and to work closely with them to identify their needs and ensure the PaceMate product and services are utilized appropriately and profitably. They will also develop strategies to grow their client base and ensure that the team is providing quality, cost-effective services. The PaceMate Director will oversee the team which manages, maintains, and upsells existing accounts. This will be accomplished through a variety of activities including but not limited to building corporate level relationships, hospital/group-practice/account quarterly business reviews, and direct interaction and sales calls with key stakeholders. This role will also have significant interaction and collaboration with the PaceMate sales team to manage the onboarding of new clients.

Responsibilities

• Serve as the lead point of contact for all clients while building and nurturing trusted, long-lasting relationships
• Collaborate with sales, marketing, product development and service teams to ensure the client is served appropriately
• Gain a deep understanding of the clients’ workflow, needs and what they expect from PaceMate
• Develop tactics that will deliver the most appropriate products or services
• Use of communication skills to present to and influence key stakeholders in customer base
• Develop your team of Account Managers and oversee key accounts
• Provide clients with product information, demonstrations, analytics, etc.
• Create key opinion leaders/reference sites within each customer & region
• Responsible for both maintaining and growing business in contracted groups
• Manage expenses within budget
• Re-sign current customers on longer term agreements and contract renewals
• Active involvement in weekly and quarterly sales planning process

Requirements

• BA/BS or Equivalent 4-year Technical Degree
• 2-4 years of experience in complex healthcare account management
• 2-4 years of team management in healthcare
• Excellent communication and interpersonal skills
• Computer literate with Excel, Word, Adobe, and PowerPoint
• Sales Management experience
• CRM/Cardiology Account Management Experience Required

Benefits

• Health and Prescription coverage
• Dental
• Vision
• Long-Term Disability
• Short-Term Disability
• AD&D
• Flexible Spending Account
• Healthcare Savings Account
• 401k Retirement Savings
• Discount Program
• Employee Assistance Program
• Financial Wellness Program
• Paid Time Off
• Legal Insurance
• Hospital Indemnity
• Critical Illness
• Accident Coverage