Sr Dir, Customer Success

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com .
Role overview
The Sr. Dir, Customer Success - Strategic/Enterprise is responsible for the onboarding, training, development and management of Customer Service Executives (CSE's) to achieve customer goals. The Sr Director oversees a set of customer relationships and guides and supports CSE's on strategy, retention, renewals, contracting and product and membership expansions. This role will also build and extend relationships with partners and suppliers to our customers, including consultants and brokers, technology providers and other healthcare point solution companies as part of our service to our customers' membership. This role works cross-functionally with many areas of the organization to scale processes which ensure that Accolade's customers have high satisfaction with our services and the value received, are strong advocates in the marketplace, and expand their business with Accolade.
This role will be based in one of the following locations or surrounding areas: Northwest US, Southeast US, Atlanta, California.
A day in the life...
External Responsibilities

• Leads account strategy with customer & consultant input and engages both internal and external executive sponsors, while engaging CSE to own that work over time
• Cultivates relationships with buyers and consultants as well as customer's executive sponsors
• Advises on ecosystem and population health and engages medical directors and actuarial teams to align value creation and measurement
• Communicates Accolade value and influences customer / consultant priorities with analytics and insights at quarterly business reviews, in-person visits, check-in's, and industry events
• Engage in forward planning (e.g., OE, program changes, ecosystem expansion) as well as ad hoc and urgent needs (e.g., travel programs for abortion, COVID test reimburse, etc)
• Oversees and influences design of any requested audits, reviews output, and maintains visibility to action plan progress
• Leverages relationships to attract references, create public speaking opportunities, and help close deals

Internal Responsibilities

• Proactively sell offerings and manage team to long-lead times for renewals, add-ons, and cross-functional support
• Influence Sales hand-off, Implementation, Operations, & Product to maximize results, drives continual improvement across the organization and trouble-shoots high risk accounts
• Hires and guides new team members through on-boarding and account management shadowing. Sets expectations, provides ongoing coaching, and manages performance to CS scorecard for direct report(s) including Salesforce account content, account strategy docs, renewal plans, revenue attainment, etc.
• Act as escalation point and assist direct report(s) in developing and executing solutions for complex customer issues and opportunities.

What we are looking for...

• Bachelor's degree in Business or Healthcare related field of study; Master's degree preferred
• Minimum of 10-12+ years relevant professional experience in the healthcare industry, preferably industry consultants or carriers
• People management experience, including hiring, onboarding, on-going training and coaching, and development
• Minimum 7 years experience in account management or a similar role that requires relationship development and management working with executives and decision makers in complex customer environments.
• Successful experience in health services, employer health benefits, and health benefits consulting, health management consulting, health advocacy or wellness solutions highly desirable.
• Significant experience in all stages of the customer lifecycle from new product introduction to launch to successful renewal /expansion (including contracting)
• Demonstrated ability to manage across customer accounts with highly satisfied clients
• Ability to effectively communicate Accolade product and value story in a variety of settings including; formal presentations, meetings, and one on one with a variety of audiences (senior executives, HR/benefits, finance leaders, medical, and teams)
• Expertise in financial negotiations and growing revenue
• Ability to work effectively with others within the CS leadership team to identify process needs and across the organization to empower CSE's to resolve customer issues scalably while balancing the company and customer needs
• Ability to travel regionally as needed

We strongly encourage you to be vaccinated against COVID-19.
What is important to us...
Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:
We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.
We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.
We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.
We're boldly and relentlessly reinventing healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.
Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov . You can also report it to your state attorney general.
To review our policy around data use, visit our Accolade Privacy Policy Page . All your information will be kept confidential according to EEO guidelines.
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