Senior Customer Success Manager, DSSI

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Senior Customer Success Manager, DSSI position, you'll be responsible for the health and success of DSSI's customer accounts. Focused on relationship-building, system and offering knowledge, and analytics behind the scenes, you will empower DSSI's customers to drive positive change in their organizations and get the most value from DSSI. Responsible for the customer experience from onboarding through maturity, you will be the single point of contact and escalation for the entire account, and are uniquely positioned to provide outrageous customer service along with deriving and influencing customer business strategy.

This position works within our DSSI business.

Direct Supply® DSSI®

The DSSI platform connects care providers directly to their unique supply chain networks and delivers data-driven and AI-powered procurement tools to help our customers optimize profitability and efficiency at every turn.

Competencies & Skills Needed:

• Superior organizational and time management skills with ability to prioritize and meet deadlines
• Technically Proficient - Uses strong analytical skills including proficiency with Microsoft Excel, Google sheets, internal reporting tools and more
• Proven track record of working in a customer-facing role establishing strong customer relationships and delivering on customer and business goals
• Comfort in dealing with ambiguity and driving a strategy in the face of obstacles and competing priorities
• Demonstrated ability to cultivate relationships and effectively communicate with all levels of an organization
• Ability to create and drive strategies and executions for self, team and cross-functional Partners
• Proactive and self-motivated with desire to learn and adopt new technologies
• Ability to work independently and as part of a team

What You'll Do and Impact:

• Develop and maintain long-term relationships with existing customers. Blend customer success goals with offering and business goals to drive a powerful, strong and growing customer/DSSI relationship.
• Keep customers happy, engaged and growing as part of the DSSI ecosystem.
• Develop a strong understanding of the DSSI system, features and offering, and match customer needs and goals with our tools and features.
• Leverage customer and system analytics to drive system penetration and cross-sell/up-sell opportunities.
• With limited oversight from management, pursue new opportunities with existing customers and navigate challenging situations and complex organizational dynamics.
• Guide customers and internal team members through various stages of the customer journey including onboarding, development and maturity.
• Use and improve customer journey, customer health and other internal benchmarking and action-driving tools and approaches.
• Work closely with the Customer Support team, Product Management, Engineering, Marketing and others to assist in executing new product launches, initiatives and processes; share the voice of customer and market perspective as appropriate.
• Serve as a mentor to other Customer Success Managers and team members.
• Other duties as assigned.

Experience:

• Bachelor's degree in business, communications or other related field
• 7+ years of Customer Success, Account Management or Sales experience in a Saas organization
• Ability to travel by car and/or plane up to 10%

Job to be performed in the location listed. Generous benefit package available. Click here to learn more.

Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

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