Senior Director, Reporting and Analytics

With over 100,000 independent providers supporting over 90 Million patients, the Customer Success team is critical to Tebra’s success and helping us achieve our mission. We are looking for a customer-centric leader with a strong background in customer success operations and leveraging data to help tell stories that drive strategy development and execution. This role will support over 500 employees and 13 different business units including customer support, enrollments, onboarding, technology enablement, integrations, customer training, customer experience management, etc.  

This role will partner with Finance, Marketing, Product and Go-To-Market Leaders to help provide critical data and operational reporting related to our strategic initiatives, functional execution, business case preparation and ROI evaluations.  They will help to support our Finance team for FP&A activities and own the Customer Success budget process.  In addition, this person will lead the customer success leaders through YoY planning to ensure that we are scaling profitably, investing in the right operational areas and helping to drive operational efficiency and excellence.

• Create and execute holistic business intelligence and descriptive/prescriptive reporting strategies for 13 Customer Success departments with ~500 employees. 
• Direct oversight of CS Operations & Reporting, Customer Analytics, Workforce Management and Insights Team
• Partner with cross functional leadership on headcount planning, and budget execution
• Generate strategies to scale profitably leveraging people, process and technology and facilitate planning and execution  
• Leverage PowerBI, Gainsight, SalesForce, InContact and other data assets to drive data-driven decisions 
• Help create presentations related to Board Meetings, All Hands, etc based on Key Performance Indicators 
• Partner with highly technical teams in order to generate a data center and data lake IPO ready strategy for scalability
• Own and drive the Customer Success P&L
• Customer Success Initiatives:  (1-3 year responsibilities) 
• Transform Customer Success into a profit center 
• Partner with FP&A to lead GTM initiatives related to reducing CAC and COS across the enterprise 
• Partner with critical cross functional stakeholders including CS, Sales, Marketing, Business Intelligence, and Account Management to drive operational analytics needs and action planning to improve company KPI's 
• Develop and implement plan to partner with CS and Product to reduce contact rate 
• Develop strong VOC analytics and reporting with effective story telling that will influence strategy across the enterprise and work to improve our NPS 
• Develop a best-in-class Customer Success team through data-driven analytics that will allow us to scale profitably, improve customer satisfaction, and drive towards customer-led growth 
• Develop forecasting and workforce planning across Customer Success that supports the budget initiatives and allows us to scale profitably  
• Work to automate all functional reporting with in CS (13 business units) to help improve our productivity and enable/empower leaders to drive people and performance effectively 
• Manage the Customer Success budget and operational planning through a centralized budget working to partner with CS leaders to achieve our Cost as a % of revenue and performance targets YOY 
• Strong matrixed partnership with FP&A as we work to go public and supporting the CS Budget, CaC, Margin and COGS to drive YOY improvement ( i.e Driving action plans to reduce costs; Developing Business Cases for change) 
• Responsibility and oversight of CS unit economics and effectively partnering with CS leads to build plans and make good decisions relative to our financial targets  

• +5 years in Customer Success Operations: Reporting and Analytics 
• +3 years experience in Contact centers and workforce management KPIs.
• 5+ years in FP&A supporting role
• Proficiency in Excel, Salesforce, Tableau CRM, Gainsight and other visualization tools.
• Proficiency in data architecture and ETL, including Snowflake and SQL servers.
• Previous experience in highly cross functional roles and partnership with different departments
• Financial modeling and headcount management, including key performance indicators such as COS, CAC, NRR, and margin.
• Experience creating capacity planning models to create financial headcount forecasting models and respective ROI

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

We get to know our customers - and their patients - and look at the world through their lens.

Healthcare is too complex. We aim to simplify it for everyone.

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

We are diverse, humble, and collaborative. We put the team first and win together.

Life is short and joy is underrated. We take time to have fun and celebrate success.

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.