Director of Customer Success

| Greater NYC Area
Sorry, this job was removed at 12:41 p.m. (EST) on Wednesday, February 19, 2020
Find out who's hiring remotely in Greater NYC Area.
See all Remote Customer Success jobs in Greater NYC Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Amplicare is looking for an experienced, self-starter to lead the Customer Success department and own the customer retention metric. The Director of Customer Success is responsible for managing all aspects of client services for the business, from customer support to account management, for all customer segments (e.g. independent pharmacies and chain pharmacies). 


Responsibilities:

  • Maximize the value that our customers experience with Amplicare products by implementing and continuously improving the customer experience from onboarding to renewal, including account management and customer service processes. 
  • Manage the “On-Demand Success” team, with the team mission to provide unparalleled customer service while handling all customer inbound inquiries and issues.
  • Manage the “Account Management” team, with the team mission to engage directly with customers and guide them towards their goals and desired outcomes.
  • Build and improve processes for a tech-touch model of account management for SMB accounts (independent pharmacies), to manage risk, and create interest in expanded use of the Amplicare platform.
  • Build and improve processes for a high-touch model of account management for enterprise/strategic accounts (chain pharmacies), with a focus on strategic relationship-building and revenue expansion.
  • Coach the team on product best practices and how to maximize value out of every customer interaction, including customer service touch-points and cancelation requests.
  • Coach the team on identifying and qualifying potential expansion opportunities to maximize revenue.
  • Stay up-to-date on new product developments and industry changes, and coach the team appropriately on how to incorporate these updates to improve their customer conversations. 
  • Work closely with the Product team to close the customer feedback loop. 
  • Hire, train, coach, manage and grow Customer Success team.


Credentials:

  • At least 5 years of experience managing a Customer Success team, preferably for a B2B SaaS company.
  • At least 3 years of people management experience for entry-level direct reports with a track record of hiring and training world-class Customer Success team members.
  • Extremely versatile and adaptable leader with exceptional communication, people management, and problem-solving skills where you lead from the front.
  • Strong operations, time and process management abilities to quickly prioritize multiple projects to be delivered on time.
  • Past co-workers say you’re a workaholic who goes above and beyond and always willing to roll up your sleeves to get things done.
  • Experience or strong interest in start-ups with ability to adapt quickly, resilience, and willingness and ability to work long hours to get a lot done well and rapidly.
  • Preferably a passion and strong interest in pharmacy and/or healthcare.


Reports To:

Chief Revenue Officer


Benefits:

  • Office Rooftop Terrace 
  • Health Insurance (50% Employer Match) 
  • Vision & Dental Insurance (50% Employer Match) 
  • 401K (Dollar for Dollar Employer Match up to 4%) 
  • Gym Reimbursement (up to $60 post-tax/month) 
  • Fun, free company events and activities (e.g. birthdays, sporting events)


Salary:
$90K-$120K

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

Our company is near major subway lines including LIRR at Madison Square Garden and PATH station. It is 2 blocks from Korea Town.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about AmplicareFind similar jobs