Job Description
ClaimTrak is looking for a bright, high-energy, self-driven individual to lead our customer success team as the Director of Customer Success (DCS).
ClaimTrak is a growing 50-person software company located just south of Phoenix, AZ (in Chandler). Our software helps Behavioral Health professionals automate administrative and billing tasks so they can focus on helping more people and spend less time behind a computer screen. Our typical customer is a provider, clinic administrator, or business owner who has dedicated themselves to caring for clients in need of behavioral health services. Everything we create at ClaimTrak is designed to eliminate obstacles that prevent our customers from doing what they are meant to do. We are building out our team and looking for ‘A’ players that share our values and interest in being part of something bigger than any one person.
We are dedicated to implementing and supporting our products with professionalism, speed, and accuracy. The Director of Customer Success will ensure that all ClaimTrak customers realize value from their relationship with us. You will become a domain expert in the Behavioral Health Industry in order to add value and gain a keen understanding of our customer’s business. You must also know the ClaimTrak product inside and out so as to better advise customers on how to make the most effective use of it. In addition, the Direcor of Customer Success provides data-based feedback to the development team to improve the product and overall customer experience with the ClaimTrak system.
As the lead in our customer success effort, you develop, coach and manage a world-class customer success team, from customer onboarding to training to supporting a customer throughout their life-cycle, ensuring we exceed the customers expectations from our products and services while driving best in industry net promoter scores.
Drawing on your past experiences you will have a clear idea on how to implement best practice playbooks for onboarding, customer support, account management, and training processes that will delight customers, serve as a differentiator in our sales process, enable us to retain over 95% of our customers, upsell our existing customers to new products, and build repeatable, efficient training programs for both internal and external stakeholders.
Your outstanding communication and analytical skills along with your ability to organize teams will enable you to effectively recruit, train and coach a world class team. Within your first 6 months you will attain a strong technical understanding of our Product and market which will help you become a strong advocate for our customers.
You are in confident discussing business and strategic matters at the executive level with the goal of maximizing value and profitability from both the customer and ClaimTrak perspective. This is an opportunity for a dynamic person to join an entrepreneurial company and take ownership of the success of our ClaimTrak customer community.
The right person will enjoy a generous compensation and benefits package, and the chance to shape our fun, casual culture. If this opportunity sounds like it could fit with your life’s calling, let’s talk.
Skills and Qualifications
Proven track record to build, lead, develop and scale a team of onboarding, customer support and account management professionals with a proven track record of designing and implementing a successful customer experience in a SaaS environment.
Ability to acquire understanding and absorb information rapidly.
Find ways over, around, or through barriers to success.
Achieve results despite lack of resources. Goes beyond the call of duty.
Excellent verbal and written communication skills
Efficient at planning, organizing, scheduling & budgeting.
Ruthless ability to focus and prioritize initiatives.
Stable & poised under pressure.
Commitment to excellence in all work activities.
Required
7+ years of previous customer onboarding, support and account management experience.
Experience with the migration of a customer base from a premium software license platform to SaaS platform is a plus.
Management experience leading high-performing teams of 10+ professionals.
Hands-on experience with CRM processes and tools such as Desk and Salesforce.
Preferred experience at a software startup or healthcare technology company.
Bachelor’s degree with strong academic performance.
Proficiency with web-based software.
Join this dynamic team and be a part of this growing company.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.