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Location

Birmingham, AL | United States

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Job description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes. 

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com . 

Job Description

The Customer Success Director is responsible for the long-term relationship with our customers and the efforts put forth by this individual will directly impact the value realized by the customer and the ultimate mutual success of the relationship. We are a connection point of partners who uncover needs, find solutions, and build trusted collaboration for mutual innovation and growth.

PRIMARY RESPONSIBILITIES OF THIS POSITION

• Own overall relationship with assigned clients, which include increasing adoption, ensuring retention, and satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Execute programs to ensure the customer is fully aware of the customer's adoption level, value delivered, and overall satisfaction with the solution.
• Increase customer satisfaction by understanding business needs and providing solutions such as product/module additions, model changes or expanded usage. Teaching them to get even more value out of the product(s).
• Identify at risk customers and address issues with internal teams.
• Advocate customer needs/issues cross-departmentally - Work with other functional teams to channel client feedback and solutions into feature enhancements.
• Manage account escalations - Collaborate with other functional areas to achieve customer satisfaction and resolve customer issues in a timely fashion.
• Track, analyze and implement solutions for metrics including but not limited to: Net Promoter Score, customer retention/churn, etc.

How You Win – In order to succeed in this role, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment. They must have the maturity, confidence, and experience to manage customer expectations with a focus on operational excellence, while having the technical ability to roll up their sleeves and work directly with the solution in order to establish and maintain a "trusted advisor" status within multiple tiers of the customer's organization.

Qualifications

• Four-year college degree preferred in business management, leadership, technology, or related field
• 5 to 7+ years of experience in customer service or customer success position
• 5+ years of healthcare SaaS industry experience is strongly preferred
• Results-oriented, possess outstanding customer facing skills, technical acumen and customer-focused attitude.
• Solid communication, listening and writing skills
• Foster positive business relationships. Demonstrated customer relationship and interpersonal skills.
• Excellent organizational, analytical, and problem-solving skills.
• Capable of working with people of varied roles and abilities, including executive management.
• Able to work independently and is self-driven
• Demonstrated ability to manage multiple, simultaneous, cross-functional work streams (Sales, Support, and Engineering).
• Team player with solid communication and presentation skills.
• Accountability and personal organization are essential
• Experience analyzing and optimizing existing processes
• Travel is required

Additional Information

All your information will be kept confidential according to EEO guidelines.

While we have outlined some key qualities we typically seek, it is essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they are not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. 

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate - apply today and let's explore the exciting possibilities together! 

At Therapy Brands , Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Therapy Brands is an equal opportunity employer. 

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