Associate Director, Customer Success (Veteran Services)

About the role:

Unite Us is hiring an Associate Director of Customer and Community Success with entrepreneurial ambition and a passion for advancing health equity and improving the health and wellbeing of communities across the state. This role will be responsible for:

• Co-leading a statewide strategy for the network of partners and customers of Unite Us
• Overseeing the strategy, planning, and implementation of the coordinated care network in a specified region
• Overseeing the strategy, planning, and implementation of Unite Us customers across a variety of customer personas and buyer types in a specified region
• Leading a team of customer success and community engagement managers 

The Associate Director of Customer and Community Success will interface with senior leaders at healthcare systems and health plans, government agencies, foundations, and community-based organizations, and will lead the state team to ensure successful onboarding of clinical and community organizations into the networks and healthy network activity and partner engagement post-launch. We are looking for a committed leader, strategic thinker, and inspiring presenter with a knack for building trust and buy-in who has a wealth of knowledge and experience in the social services and healthcare space in the state. You will represent your team to internal and external senior leadership, and will be responsible for monitoring customer adoption and satisfaction, and identifying risks, as well as opportunities for expansion. Success in this role will require performance management to drive both client and company results, a growth-oriented mindset, industry expertise (or willingness to learn), and the ability to thrive in a high growth and fast-paced company environment. 

What You'll Do:

• Revenue Retention and Growth through Customer Success:

• Manage, grow, and retain a book of business 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

Network Strategy/Management

• Ensure network onboarding milestones are achieved within forecasted time frame
• Coordinate with team on related contract deliverables and ensure feedback loop to affected parties
• Report on key performance indicators to drive innovation and achieve defined goals
• Build and maintain strong, long-lasting relationships with non-profit partners, government entities, healthcare partners, and other partners as necessary
• Serve as escalation point for Unite Us account managers for issues related to community engagement, network adequacy, or network health
• Monitor the success of network implementations and ultimate client satisfaction as it relates to network adequacy and health for state customers
• Manage and participate in high-level presentation, conference, and public relations requests
• Conduct high-level state and regional strategy discussions with key stakeholders (i.e.state government agencies, foundations, housing agencies, MCOs, large health systems etc.)
• Facilitate handoffs to the Sales team for health systems, health plans, and other potential customers, as needed

Customer Strategy/Management

• Build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors by becoming a trusted expert in Unite Us 
• Hire and lead a Customer Success team that fosters and promotes collaboration and excellence 
• Track & report on Key Performance Indicators for customer success based on Unite Us best practices and client priorities
• Collaborate cross-functionally with Sales, Marketing, Networks and Product to streamline workflows and create a seamless customer experience
• Define success for each customer in your region; identify risks and solutions to ensure high gross and net retention results 
• Collect customer feedback on a regular basis and to share relevant product/service feedback 

You’re a great fit for this role if:

• Familiar with and knowledgeable about the health and human services landscape
• Strong connections in the state’s non-profit sector
• Comfortable and skilled at developing high-level relationships within the executive level of government, healthcare, and social service organizations
• Ability to quickly establish rapport and build trust with clients and customers
• Accountable and prepared to be measured for results
• Passion to set their team up for success and expects great results
• Skilled in managing complex projects and implementations with organization and confidence

• Experience managing large complex projects and success in juggling multiple tasks and issue resolution
• Experience in developing and/or re-engineering process for delivery of client/customer services and/or implementation services
• Demonstrated success managing complex customers in a rapidly changing environment with confidence
• High comfort with ambiguity and ability to work autonomously 
• Self-starter motivation with strong organizational and time management skills – you make things happen!
• Analytical ability to leverage data to drive decisions and recommendations
• Demonstrated GSD “Get Stuff Done” attitude and results
• Demonstrated partnerships with large clients and proven track record as a trusted advisor to clients.
• The ability to thrive in a variable and demanding startup environment
• A passion for healthcare or human services

About the Customer Success Team

The Customer Success Team is a highly collaborative, fast-paced, and evolving team responsible for building and maintaining relationships with existing clients. Our style of partnership and support is hands-on and relationship-based; we are proud of the high value service we provide to our customers. We are experts in bringing together communities of providers – both in and out of the software- and we extend that expertise to our customers every day. As a team, we are passionate, dynamic, and collaborative. We share a passion for the work we do and hold each other to a high standard of work ethic, but we also know how to have fun!

Who We Are:

Unite Us is reinventing the delivery of health and human services. We connect service providers on a common platform, enabling scalable, accountable and measurable delivery of wraparound care. Our technology provides the collaborative infrastructure for these communities. We care deeply about the work we do and the communities our software benefits. We’re looking for people to join our team who share that passion for our mission to reinvent Health & Human Services and aspire to make a lasting difference for future generations. No matter how large our team grows, we will always be family. Unite Us prides itself on offering a competitive salary, full benefits, and the opportunity to change the world. Come to Unite Us and together we can build healthier communities for everyone.

Environmental Job Requirements & Working Conditions: 

• This position is based remote in Georgia.
• This position requires 10% travel. 

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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