Director, Customer Success (EHR platform)

Job Description:

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients.  Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.

If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!

Summary of the Director, Customer Success

The Director, Customer Success will work on complex issues where analysis of data or situations require conceptual thinking and in-depth knowledge of organizational objectives specific to team member engagement, customer satisfaction, retention and churn risk mitigation, and/or on situations that are outside of normal fundamental procedure or practice. They will develop data driven strategies to be applied across a lower and senior management, with consideration to departmental and companywide goals and metrics.

Responsibilities for the Director, Customer Success

• Provide global functional direction on action planning efforts to mitigate escalations and churn risks to team group, as well as interdepartmentally
• Interacts frequently with senior and lower management, as well as executive level personas to assist in making informed decisions to encourage c/p satisfaction and retention on a global scale
• Presentation of key customer and departmental data to inform business leaders in customer facing decision exercises
• Strategize with various department leads on process improvements to support customer satisfaction and retention
• Inform executive leadership of data to support departmental growth and scale
• Provide direct feedback to executive leadership to shape corporate goals and policy
• Oversee day-to-day operations and activities of the Customer Success Management leadership team, providing direct input and direction to senior leaders
• Execute regularly scheduled supervision with subordinate leaders as defined by departmental policy
• Execute regularly scheduled professional development growth path assessments for senior leaders
• Provide guidance and tactical strategy solutions to senior and lower management to execute performance improvement plans
• Ensure adherence to company policies and procedures, departmental and companywide goals
• Provide day-to-day leadership, management, and functional advisement consistent with the Company’s mission and core values to execute daily operations and policies of the company, establishing long term operational efficiencies, and attaining short and long-term operational goals
• Work directly with departmental senior leadership including Sales & Marketing, Finance, Implementation, Contracts, Product, & Support to develop cross-departmental strategies to support customer retention, churn risk mitigation, and customer satisfaction
• Display willingness to make timely decisions; exhibit sound and accurate judgment, support and explain reasoning for decisions, and include appropriate people in decision-making process
• Recruit, train, mentor and supervise team senior leaders and establish initiatives to motivate and educate staff
• Ensure customer needs are addressed in a timely manner and ensuring overall customer satisfaction
• Serve as a point of escalation for customer challenges that warrant leadership support
• Develop and execute functional strategies to be applied across team leaders and team members
• Develop and implement KPIs to be applied departmentally, as well as to inform other business leaders for process and policy improvement
• Develop and execute operational procedures and goals, and liaise with companywide senior leaders for future initiatives

Qualifications of the Director, Customer Success

• B.S. Degree in related area with 10 years of experience and/or master’s degree in related area with 5 years of experience in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications
• Exposure to behavioral/mental health care strongly preferred
• 5 years of leadership roles preferred

Knowledge, Skills, and Abilities of the Director, Customer Success

• Develop performance evaluation metrics for lower and senior management
• Guide senior and lower management on tactical and strategic efforts for complex customer needs and/or escalations that require participation from various internal and/or external stakeholders
• Analyze internal departmental metrics and strategize and lead execution toward improvement efforts that align with companywide organizational goals
• Provide input and feedback on departmental budgeting exercises
• Provide data driven input and strategies to help shape corporate goals
• Develop functional plans and operational processes to guide senior and lower management to satisfactory execution
• Develop departmental operational policy and procedures, as well as provides data driven input and strategy to help shape corporate goals
• Use in depth knowledge and analysis to guide complex decisions that impact the Customer Success department, as well as other internal departments
• Approve workforce alignment changes and shifts

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.