Sr Director, 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 o verview
The Sr Director of Customer Success is responsible for, in conjunction with the VP, developing the overall Customer Success' strategy and being an effective voice in guiding the operational team. This role is also responsible for all aspects of the customer relationship including 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, health plans, technology providers and other healthcare point solution companies as part of our service to our custom ers' membership. The Sr Director of Customer Success works cross-functionally with all areas of the organization to 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.
A day in the life...

• Participate in the development of the overall strategic plan for the Customer Success' team; building a scalable model that can be used to support short and long-term goals.

• Provide an effective voice to guide the operational team to build successful customer relationships and deliver on results.
• Possesses a deep understanding of the healthcare industry and Accolade's service model; understands the transforming market place to support Accolade's strategy and approach .
• Accountable for 100% customer retention; influence internal organization to deliver on contract metrics and exceed performance expectations .
• Deliver both fixed and variable revenues to plan .
• Provide leadership, oversight and guidance to the Customer Success ' team to ensure that Accolade's business objectives are met; support the VP in developing and optimizing talent to achieve results.

• Lead the team to profitably delight customers and grow our business with them .
• Assist direct reports in developing and executing solutions for complex customer issues and opportunities .
• Own and execute on customer strategic plans and priorities on an ongoing basis to assist the organization in establishing customer specific business priorities .
• Meet regularly with customers and influencers to review results, communicate value delivered and uncover areas of opportunity. Influence internal teams to define and implement process improvement plans .
• Serve as internal voice of customer to influence Product organization's innovation ensuring alignment of our capabilities with customer strategy .

• Own customer retention, renewal and expansion strategies, including identification of opportunities to expand customers' p roduct portfolio and membership.
• Drive customer contracting activities, leveraging appropriate experts in Legal, Finance, Operations and other areas of the business to create profitable deal shapes .
• Partner with Operations team to maximize customer results, identify areas of improvement and prioritize efforts to achieve committed revenue and ROI .
• Cultivate strong customer and consultant relationships; identify key executive partners who understand, agree, and publicly spe ak about our value and results.
• Build trusted relationships with key stakeholders, decision makers and influencers throughout the customer organization and within Accolade .

• Retain, renew and expand contracts where appropriate .
• Achieve a customer NPS of 50 or higher across overall customer book .
• Build customer knowledge in Accolade product and value being delivered to build support and advocacy for the Accolade solution both within the customer and externally in the market (references, case studies, speaking engagements and/or media) .
• Successfully expand and implement point solutions as applicable .

What we are looking for ...

• Bachelor's degree in Business or related field; Master's degree preferred .
• Minimum of 10 -12 years in 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 in a defined book of business .
• Ability to work effectively with others within the organization to identify and resolve customer issues while balancing the company and customer needs .
• Experience managing team of direct reports .

• Experience in leading and growing high performing teams .

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.
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