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Director of Customer Success – Telecommute

UnitedHealth Group

This is a Full-time position in Atlanta, GA posted April 7, 2021.

n nnAt Genoa Telepsychiatry we increase access to behavioral healthcare in underserved communities across the U.S.

by building telepsychiatry programs that connect patients with psychiatrists & APRNs remotely.

Genoa Telepsychiatry is a leading outpatient telepsychiatry community with programs in over 35 states providing nearly 250,000+ appointments annually.

Our team offers ample career development opportunities in a mission-driven culture valuing empathy, collaboration, grit, and continuous learning.nn nn nn nn Role Summary: nn nnThe Director of Customer Success is the head of our Account Management (AM) team and functions in two main capacities: (1) managing and empowering the AM team to hit their goals and continuously grow, and (2) functioning as the “retention and customer experience subject matter expert” among the other operational team directors  (i.e., Physician Partnerships, Implementations, and Account Management) and the Senior Director of Operations.

nn nn nn nnThe AM team consists of five managers responsible for driving the retention, growth, and experience of our telepsychiatry business.

The team is looking for a dynamic, experienced, and thoughtful leader to help write the next chapter of growth for our organization and elevate the impact we are having on patients in need.nn nn nn nnIn addition to directing, evolving, and effectively managing the team, the Customer Success Director will help drive net and growth retention for our customer base in partnership with other directors and senior leaders.

In this position, a successful leader will be an excellent people leader for their team and make tremendous company-level contributions in advancing our mission.

This leader will excel if they are credible, a quick learner, collaborative, humble, and understand how to foster cross-team and executive relationships.    nn nn nn nnYou’ll enjoy the flexibility to telecommute* from anywhere within the U.S.

as you take on some tough challenges.nn nn As part of our team, you will be expected to:                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          nn Meet and exceed retention, expansion, client satisfaction goals per month, quarter, and year Be able to analyze KPI trends for the AM team and explain trends in performance Bring a strategic mind to the role; this entails imagining the ideal customer success team structure that is well connected into the broader business and then experimenting with change in order to make the team effective and efficient Institutionalize a scalable customer success process that includes but is not limited to incentive plan design, team trainings and development, insightful CRM reporting, and identifying new program management strategies.

Foster a strong two-way feedback channel where Genoa can learn from our customers, and the AM team can help our customers realize the value of the services we offer.

Understand the customer journey and milestones, assess trends, and share data-driven insights for decision making Handle urgent client escalations; Be an advocate on behalf of clients for resolution and engage senior leadership appropriately.

you will help build and own our customer success management vision, strategy, and planning Own a strategic book of business and achievement of goals such as retention, expansion, client satisfaction, and product utilization.

Maintain relationships with C-Suite executives, medical directors, psychiatrists, and pharmacists Exhibit humility on where one can grow, learn, and improve nn This opportunity is great for you because: nn Be part of the leadership team at a leading telepsychiatry organization in the country Have an outsized impact on increasing access to mental healthcare for the underserved Help shape the customer success strategy for an already successful business Join a team with a trusting culture in which you can work from wherever you are most productive Get opportunities to apply creative solutions to new problems in a new industry nn nn nnYou’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

nn nn Required Qualifications: nn 2+ years of experience leading a Customer Success team and are well versed in the maturity and direction of the function across other organizations 1+ years demonstrated success building and implementing customer success strategy, resource design, and planning 2+ years of Account Management or Sales experience responsible for a book business Prior experience utilizing a CRM for data and client relationship management Ability to travel 10-20% of the time If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener.

Employees must comply with any state and local masking orders.

In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained nn nn nn Preferred Qualifications: nn 5+ years of leading teams Bachelor’s degree preferred 1+ years of experience in healthcare services or interest in healthcare 2+ Experience in community mental health, behavioral health, and/or substance use treatment and/or 5+ years in healthcare services Strong vision-setting and team-leadership skills Expertise in building a customer success playbook for b2b-healthcare businesses Experience verticalizing customer success process internally, working well with our Physician Partnerships, Implementations, and Clinic Partnerships teams to drive a single, coherent consumer experience Demonstrated experience being detail-oriented, organized, and have exceptional follow-up capabilities Experience working at a startup or growth stage company Ability to manage multiple demands and timelines A solution-oriented mindset People who will lift and hold our team accountable to a high standard A good communicator who is a strong collaborator nn nn nnUnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 6, we are totally focused on innovation and change.

We work a little harder.

We aim a little higher.

We expect more from ourselves and each other.

And at the end of the day, we’re doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we’re building a high-performance health care system that works better for more people in more ways than ever.

Now we’re looking to reinforce our team with people who are decisive, brilliant
– and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more.

We have roles that will fit your skills and knowledge.

We have diverse opportunities that will fit your dreams.nn nnColorado Residents Only: The salary range for Colorado residents is $94,500 to $171,700.

Pay is based on several factors including but not limited to education, work experience, certifications, etc.

As of the date of this posting, In addition to your salary,  UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.nn nn nn nn*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policynn Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

nn UnitedHealth Group is a drug-free workplace.

Candidates are required to pass a drug test before beginning employment.

nn nn nn nnJob Keywords: customer success strategy, resource design, planningnn n