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Customer Success Director

Job ID R27796

Location

Toronto, Ontario, Mississauga, Ontario, Richmond, British Columbia Mississauga, Ontario, Canada; Toronto, Ontario, Canada; VIRTUAL, Quebec, Canada

Date posted 06/24/2022

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Overview of The Position

The Customer Success Director is a senior leader serving strategic customers of Change Healthcare.  This role works closely with the Sales Executive as well as other CHC teams, acting as the primary post-sale contact for the customer.  This position also partners with customer executives to define strategy, articulate objectives and execute plans in achieving said objectives.  The Customer Success Director is responsible for achievement of demonstrable value through project portfolio management, program leadership and customer governance.  


What will be my duties and responsibilities in this job?

  • Partnering with Change Healthcare sales, operations, Shared Services and R&D leaders to accomplish customer goals
  • Partner with customer executives and functional Change Healthcare leaders to define partnership strategy, objectives and execution plans 
  • Establish portfolio management and customer success plans including stakeholder analysis, program organization structure, RACI, customer success plan (OKRs, KPIs), Program Management plan (scope, schedule and cost roll-up) and communication plan
  • Establish and optimize portfolio management systems with customer and Change Healthcare program team members  
  • Execute day-to-day portfolio management and customer success leadership tasks
  • Work closely with Change Healthcare leadership, customer success and other areas to refine our approach to enterprise customer success and value assurance, and to drive the assigned customer towards advocacy


What are the requirements needed for this position?

  • Bachelor’s degree and/or diploma in information technology, business administration, project management, process improvement, customer success or related experience
  • 10 years plus management/supervisory experience in a technology or healthcare company
  • Thorough understanding of project management, account management, customer success and customer operations
  • Deep knowledge of imaging systems, IT infrastructure and health system challenges/opportunities 

What other skills/experience would be helpful to have?

  • Change management experience
  • Comfortable working with healthcare professionals and hospital administrators including CEOs, CIOs, directors, clinicians, and technologists 

What are the working conditions and physical requirements of this job?
General Office demands

How much should I expect to travel?

Up to 5%. Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

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Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Some of our positions require employees to be onsite at a Change Healthcare facility or a Client site, including Medical Facilities.  Depending on the site’s health and safety guidelines, you may be required to have medical screenings or vaccinations to meet site requirements, which may include Covid-19 vaccination and/or testing.  Further details and requirements will be confirmed during the interview process.

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Talent Acquisition Process

Apply

Visit our career site, create a profile, and submit your application. Make sure to observe the job description and see how your background can align to the requirements of the role.

Review

Once you apply for a job opening, the Sourcing Specialist or Talent Advisor will review your resume ensuring your background matches the minimum job requirements. Selected candidates will be invited for a phone screen.

Interview

Steps will vary by team, but typically include: Talent Advisor phone screen, hiring manager interview, and a combination of technical screens and panel interviews.

Offer

If you're selected, you can expect the Talent Advisor to reach out with specific offer details. During this stage you will be provided with an electronic offer letter and other new hire documents.

Onboarding

Once you've electronically signed your offer, our onboarding team will get you ready for Week 1 and set you up for success! Onboarding tasks may include a background check, drug screening, and other job specific requirements.

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