Director, SMB Client Success

Are you looking for a high energy, strategic, and fast-paced position as a Director, SMB Client Success?  Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements.  We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent.  Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  • 20%+ annual employee promotion and transfer rate
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

The Director, SMB Client Success is responsible for the strategic direction, performance, and successful growth of one or more focal areas within the SMB Client Success Department.  The role will also have direct management responsibilities of individual contributors (CSMs) within the department.

WHAT YOU’LL BE DOING:

Team Management 
•    Lead, mentor, and scale the SMB Client Success team. 
•    Provide direct coaching, guidance, mentorship to direct staff via 1:1 meetings and other training opportunities
•    Set clear objectives, review performance, and foster professional growth and development.
•    Foster a culture of innovation within the team. 
•    Provide strategic direction and oversight of assigned focal areas, to include:
•    SMB Renewals Management
•    Renewal Price Increase Program
•    SMB Renewal Forecasting
•    Risk and Expansion Programs 
•    Customer Advocacy
•    Establish performance metrics and KPI’s for each focal area

Department Operations 
•    Develop and implement strategies to maximize client engagement, retention, and loyalty. 
•    Lead the renewals process to ensure high retention rates among our SMB customers. 
•    Work with department leadership team on capacity management, monitoring workloads and utilization.
•    Design and execute effective customer success strategies tailored to the SMB market. Ensure that these strategies align with company goals and customer needs.
•    Drive continuous process improvements
•    Identifying and managing risks and issues, and working with internal teams for mitigation

Cross-Functional Support 
•    Collaborate on scaled tech-touch programs that efficiently deliver resources, support, and guidance to a large number of SMB clients simultaneously
•    Collaborate with product and technology teams to understand new features, services, or products that enhance customer value and satisfaction.
•    Actively and consistently partner with Sales to optimize working relationships between departments that lead to customer outcome achievement and internal efficiencies.
•    Support post-sale activities by attending customer calls to assist with complex situations and opportunities
•    Represent the Client Success Department in cross-functional initiatives
•    Build relationships across the organization
•    Attend conferences to represent Relias (i.e., Impact Nation, TSIA, Pulse, Industry Conferences etc.)

YOU’VE GOT WHAT IT TAKES IF YOU HAVE:
•    Demonstrated leadership with strong sense of ownership
•    Strong coaching and mentoring acumen
•    Business acumen as it relates to an as-a-service business
•    Effective, strategic communicator 
•    Practice effective, excellent communication with management, customers, and support staff.
•    High level of proficiency utilizing Excel, Word, PowerPoint, Salesforce, Gainsight  
•    Advanced organizational skills with the ability to handle multiple priorities and quickly problem solve situations and issues as they arise.
•    Demonstrated ability to implement plans with a defined process, metrics, and desired outcomes to ensure strong focus and consistent execution
•    Demonstrated ability to perform in a metrics-driven, process-based environment with high accountability
•    5+ years of direct management experience, with a preferred focus on managing a client success team and/or department
•    5+ years in SaaS organization
•    Bachelor’s Degree

IT WOULD BE IDEAL IF YOU HAVE:
•    MBA or equivalent experience 
 

Relias is an Equal Opportunity Employer and a Drug-Free workplace

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 40 days/quarter.

Company: Relias LLC 

Country: United States of America 

State/Region: North Carolina 

City: Morrisville 

Postal Code: 27560 

Job ID: 276289