Customer Success Director

at Apex Systems
Location Richmond, Canada
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent

Description

Job#:

Job Description:

Customer Success Director

Term: Permanent Full Time

Overview of The Position

The Customer Success Director is a senior leader serving strategic customers of

our client. This role works closely with the Sales Executive as well as other

teams, acting as the primary post-sale contact for the customer. This position

also partners with customer executives to define strategy, articulate objectives and

execute plans in achieving said objectives. The Customer Success Director is

responsible for achievement of demonstrable value through project portfolio

management, program leadership and customer governance.

What will be my duties and responsibilities in this job?

Partnering with sales, operations, Shared Services and R&D leaders to accomplish customer goals
Partner with customer executives and functional leaders to define partnership strategy, objectives and execution plans
Establish portfolio management and customer success plans including stakeholder analysis, program organization structure, RACI, customer success plan (OKRs, KPIs), Program Management plan (scope, schedule and cost rollup) and communication plan
Establish and optimize portfolio management systems with customer and program team members
Execute day-to-day portfolio management and customer success leadership
Work closely with leadership, customer success and other areas to refine our approach to enterprise customer success and value assurance, and to drive the assigned customer towards advocacy

What are the requirements needed for this position?

Bachelor's degree and/or diploma in information technology, business administration, project management, process improvement, customer successor related experience
10 years plus management/supervisory experience in a technology or healthcare company
Thorough understanding of project management, account management, customer success and customer operations
Deep knowledge of imaging systems, IT infrastructure and health system

What other skills/experience would be helpful to have?

Change management experience
Comfortable working with healthcare professionals and hospital administrators including CEOs, CIOs, directors, clinicians, and technologists

What are the working conditions and physical requirements of this job?

General Office demands

How much should I expect to travel?

Up to 5%. Employees in roles that require travel will need to be able to qualify for a

company credit card or be able to use their own personal credit card for travel

expenses and submit for reimbursement.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Drop files here browse files ...