Director of Customer Success WaveMark

Location

Illinois | United States

Job description

WaveMark™ Supply Management & Workflow Solutions is a SaaS solution enabling healthcare providers and manufacturers to effectively manage supplies with market-leading innovative technology. WaveMark leverages a portfolio of advanced hardware (e.g. RFID) and cloud-based software including an advanced analytics platform providing full visibility and control of all supplies from low cost commodities to high cost devices and implants. Our global footprint and continuous innovation deliver the most cost effective and workflow efficient patient care possible.  

WaveMark™ is looking for a self-driven individual to lead a national team responsible for cultivating and maintaining ongoing customer relationships.  The Customer Success Director (CSD) will have direct management of 4-5 manager-level leaders with approximately 50 total resources in the department.  The CSD is anticipated to travel up to 50% of the time but may vary by month based on customer activity.  The customer success team is divided into 3 regions and is responsible for post-implementation support and management of customer accounts. This team provides pathways for our customers to achieve their desired goals with our solution.  The team also provides solution information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. 

As the leader for this diverse set of teams, priorities and accountabilities include:

• Setting the strategy to achieve short- and long-term business goals.
• Leading the team of direct reports through the operational execution of priorities.
• Developing and implementing standard policies and procedures for establishing and growing successful customer relationships. 
• Collaborating with the Director of the PMO to develop key performance indicators, make decisions that have an extended impact on work processes, outcomes, and customers. 
• Ensuring that the Customer Relations team demonstrates to the customer the defined value of partnering with Cardinal Health with a focus on WaveMark.
• Achieving budgeted revenue and expenses.
• Supporting sales activity to include new business and expansion opportunities.
• Participating in business development initiatives.
• Influencing internal and external stakeholders to achieve business goals.
• Coordinating with Finance to ensure proper financial forecasting.
• Leading business initiatives and special projects, as needed.

Qualifications :

• Bachelor’s Degree in related field preferred or equivalent work experience
• Experience leading diverse remote teams
• Previous experience in healthcare settings which may include technical training, account management leadership, supply chain management or clinical leadership.[MC1] 
• Demonstrates depth and breadth of healthcare supply management.
• Demonstrates understanding of healthcare IT systems, to include a high-level knowledge of the purposes of systems such as ERPs, EMRs, EHRs, MMISs, hemodynamic systems, ORISs, etc.
• Advanced knowledge and understanding of project management methodologies and relevant clinical and IT operations.
• Strong communication skills, comfortable presenting to and interacting with customers on a regular basis including facilitation of meetings, with demonstrated understanding of cultural sensitivity.
• Results oriented, ensuring we deliver on commitments while also working to continuously improve processes.
• Experience driving transformations in mid to large organizations
• Demonstrated ability to lead cross functional teams without having direct management
• Proven ability to analyze, design, and optimize system processes and integrations
• Ability to quickly learn new technologies and apply learnings
• Ability to articulate and defend points of view to varying audiences – clinical, supply chain, finance, engineering, IT/IS and other key stakeholders
• Is computer proficiency in Microsoft Office products (Teams, Excel, Outlook, PowerPoint, Word)
• Demonstrates understanding P&L financial reporting.
• Ability to travel 75%

Additional Work Requirements:

• Ability to travel domestically, booking travel according to Cardinal Health’s travel policy. 
• Responsible for own travel and expense reporting and approving travel for direct reports. 
• Must provide proof of and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR, and potentially others.
• Ability to work remotely from home requires a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet (secure, high-speed, broadband internet connection (DSL, Cable, or Fiber).

Anticipated salary range: $130,700 - $202,000

Bonus eligible : Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Application window anticipated to close: 02/25/2024 *if interested in opportunity, please submit application as soon as possible.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day.

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Salary