Customer Success Director

 

meQuilibrium is the engagement, performance and human capital solution that harnesses behavioral psychology and neuroscience to unleash an organization’s full potential. As a purpose driven organization our culture and work environment is entrepreneurial, fast-paced, creative, tech and market savvy, team-oriented and fun.

The Customer Success Director brings an agile mindset to fuel innovation and growth within existing meQuilibrium customers to expand the relationships and business. The Customer Success Director is focused on managing customer relationships and driving top-line revenue retention and growth through selling the full range of meQuilibrium product offerings and services. Activities include influencing customers at the senior leadership level, establishing strategic plans and objectives to drive desired business outcomes and growth, partner with related sales & marketing and support resources in the successful advancement of critical opportunities and market penetration. The CSD owns the responsibility to meet and exceed revenue retention and growth targets.

Career Level

Mid-Level Career, 10+ years

Preferred Experience / Skills

  • Bachelors or Master’s degree
  • 10 + years’ experience in customer relationship management; human capital management and/or health care industry knowledge preferred
  • Proven Strategic Thinker
  • Relationship Lead
  • Innovator
  • Collaborator
  • Product Expert
  • Sales Experience
  • Strong Communication Skills: written and verbal
  • Results Driven
  • Customer Oriented
  • Negotiation Experience
  • Proficient in Microsoft Office Suite
  • Experience with CRM software (Salesforce)

Position Responsibilities

  • Act as a Trusted Advisor working closely with customers to understand their business and industry challenges and provide guidance surrounding strategy and execution for the successful deployment of the meQuilibrium suite of products
  • Advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization
  • Serve as the customer’s advocate within meQuilibrium, communicating the customer’s needs with respect to operations, data / analytics, technology, marketing and communications, professional services, training and documentation, and coordinating execution within meQuilibrium
  • Lead all aspects of the renewal and upsell process, while calling upon internal meQuilibrium resources to assist in solution development, proposal delivery, and implementation, as needed or as directed by management
  • Lead the customer strategic account planning process that develops mutual performance objectives, financial targets and critical milestones
  • Proactively assess, clarify, and validate customer’s needs on a regular basis
  • Lead customer meetings and calls
  • Facilitate communication of new features or product improvement requests between customers and the meQuilibrium Product Management team
  • Track customer strategy, key activity and growth opportunities and maintain accurate records and forecasts in Salesforce
  • Meet or exceed assigned revenue retention and growth targets and quotas
  • Maintain high customer satisfaction