Associate Director, Customer and Community Success

About the Role: 

As Associate Director, Customer & Community Success (CCS), you are accountable for the revenue retention, contract performance, strategic planning, and overall success of our customers and Coordinated Networks across a strategic state or group of states. The Associate Director, CCS reports to the Director of CCS or Regional Vice President, CCS. You will lead a team of Customer Success and Community Engagement Managers, working cross-functionally with multiple internal teams and across the Market Facing Team to ensure network capabilities meet customer objectives and are aligned with the long-term strategy for your region. You and your team will own a book of business, playing a crucial role in developing and leading the Unite Us strategies for customer and network engagement, implementation, and retention of the customers within your region. You will be part of the regional leadership team in providing extraordinary service, and meeting and exceeding customer and community partner expectations. This role may manage revenue at a given time.

What You'll Do:

• Leader of Assigned Regional/State(s) Team:

• Lead, coach, and develop a diverse team of CCS managers in strategy development and long-term delivery of complex social care outcomes 
• Establish team goals with CCS leadership, monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate needs
• Monitor the trending health of Unite Us customers and networks in your portfolio​. ​Serve as a point of escalation for risks and coordinate resources to course correct health of customer and community engagement
• Work closely with the Sales team in your region to identify trends and uncover opportunities for new business and/or upselling 

• Revenue Retention and Growth through Customer Success:

• Manage, grow, and retain a significant and complex book of business with ultimate accountability for ensuring each customer in your portfolio has a high rate of customer satisfaction, engagement, and optimal mix of product, services, and network responsiveness to realize impact and ROI for their specific goals
• Develop and regularly report on customer success KPIs that will measure implementation, product adoption, user engagement, impact, and customer satisfaction
• Manage the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
• Conduct high-level state and regional strategy discussions with key accounts (i.e. government, payors, large health systems, etc.)

• Growth and Development of Unite Us Coordinated Networks:

• Drive strategy and execution of the development and growth of the coordinated network within your state based on the needs of Unite Us customers
• Lead the team to ensure successful onboarding of clinical and community organizations into the networks. 
• Build and maintain strong, long-lasting relationships with government entities, healthcare partners, nonprofits, and other partners as necessary

What’s Required:

• At least 4+ years of experience in healthcare, social care, or public health industries
• Experience leading and managing high performing teams with great results preferred 
• Residency in the state or one of the states you oversee preferred, in addition to deep familiarity with the healthcare and/or human services sector in the state
• Strategy development experience in a complex environment, coupled with an ability and willingness to flex as a player when needed
• Demonstrated ability to drive sustainable results in a matrixed organization with dependencies on customer organizations, processes, and governance to meet your shared goals
• Experience leading partnerships with large, sophisticated clients or community partners and collaboration with the teams that support them. A proven track record as a trusted advisor 
• Natural leadership and networking abilities - you are a people person ​with servant leadership mentality and a growth mindset
• Demonstrated initiative, problem-solving skills, solid judgment, and accustomed to acting with a sense of urgency
• Demonstrated ability to communicate, present and influence credibly and effectively at the executive and C-level

The Unite Us Story:

As our co-founders transitioned from military to civilian life, they saw barriers and inefficiencies among their veteran community in trying to navigate the most basic health and social services. Together, they set out to improve that experience for everyone in need through technology that connects people to the care they need, when they need it, in communities across the country. Unite Us has developed an intuitive and seamless technology solution that goes beyond the traditional referral method. We work side-by-side with local organizations, and track data and outcomes to build coordinated care networks that support all aspects of community health. Unite Us is boldly changing the nation’s care delivery system. If you want to do well and do good, join Unite Us– we can build healthier communities together.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based
• This position may require 20% travel 
• The salary range for this position is $90k-110k

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

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