Customer Success Director
: Job Details :

Management of strategic accounts may require developing or refining processes and systems to align with customer and company needs. This role will collaborate with relevant functions to contribute to related projects.Responsibilities:Partner with customer executives and functional Enterprise Imaging leaders to define partnership strategy, objectives, and plans to executeProvide programmatic coordination & leadership to functions assigned to the customer (sales, operations, shared services, R&D), ensuring focus, execution, and demonstrable valueEstablish portfolio management and customer success plans including stakeholder analysis, program org. structure, RACI, customer success plan (OKRs, KPIs), program mgmt. plan (scope, schedule, and cost roll-up) and communication planEstablish and optimize portfolio management systems with customer and Enterprise Imaging program team members including:Governance structure, cadence, and reportingExecutive meeting and decision-making frameworkClosed-loop action tracking, follow-up, and closurePortfolio and strategy change managementPro-active risk managementIssue escalation and resolution frameworkExecute day-to-day portfolio management and customer success leadership tasks:Serve as primary post-sale executive contact for the assigned, strategic customerCoordinate company and customer execution of plansMonitor and control the execution of contractual obligations and complianceContinually assess and improve program systems and frameworksMeasure and report on achievement of program goals and customer valueProvide regular program progress and status reportsWork closely with the Enterprise Imaging leadership, Customer Success, and other functions to refine our approach to enterprise customer success and value assurance, and to drive the assigned customer toward advocacyManagement of strategic accounts may require developing or refining processes and systems to align with customer and company needs.This role will collaborate with relevant functions to contribute to related projects.Minimum Qualifications:Minimum 7 years of management/supervisory experience in a technology or healthcare company. Thorough understanding of project management, account management, customer success, and customer operations. Change management experience preferred.