Dragon Ambient Experience Customer Success Executive

The Dragon Ambient Experience (DAX) Customer Success Executive will help drive expansion and optimization of DAX customers post-sale (w/strong interlock pre-sale), to ensure provider success with DAX solutions and expansion to additional providers. They will leverage a high frequency engagement model to drive rapid adoption of our DAX solution. The Customer Success Executive will use a data-driven approach to support provider engagement activities, KPI's and ROI reviews as well as monitoring against changes in adoption and establishing a success plan for each client.
Roles and Responsibilities:

• Own Customer Success for assigned DAX accounts: drive adoption, utilization, expansion on DAX platform including: Account expansion plans / Customer success plans based on SOW and Scope defined
• Manage customer satisfaction and customer value extraction from product through demonstrable ROI and path to outcomes
• Constant engagement cycle to provide consultative services (e.g. to increase usage and maximize value)
• Focus on expansion and driving account growth from Implementation through Renewal
• Create constant engagement cycle through consultative engagement model
• Customer relationship: develop, evolve, manage relationship at both provider and senior leadership levels in customer organization
• Customer Engagement: Promote provider champion network and provider advocacy; Strong focus on ROI and Proof of Value for leadership levels
• Product enhancement: Leverage Voice of Customer to drive input into product roadmap
• Travel domestically up to 50% of the time.

Qualifications:

• Bachelor's degree or equivalent experience
• 8+ years experience in Healthcare industry; clinical experience strongly preferred

Required Experience:

• Strong analytical skills, including outcomes management and ROI modeling
• Solid understanding of Healthcare ROI, including Healthcare organizational design and dynamics
• Communication and Collaboration: Motivate Customer Success Organization and Business Unit collaboration and high performance
• Continuous Process Improvement: Ability to work within various teams to partner on solutions that are mutually beneficial and drive a best-in-class customer experience.
• Accountability: Fully accountable and helps drives an internal culture of accountability.

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