Customer Success Director

Description

WHO WE ARE

Founded in 1983, the Medical Review Institute of America (MRIoA) is the market leader for technology-enabled utilization management and clinical medical review solutions. We have an outstanding reputation for excellence and achieve continual improvement.

At MRIoA, we believe our employees are the key to our success. Here, you are more than just a cog in the machine – you are a valued member of our team.

WE OFFER

• A competitive compensation package.
• Benefits include healthcare, vision and dental insurance, a generous 401k match, paid vacation, personal time, and holidays.
• Growth and training opportunities.
• A team atmosphere with fun events and prizes scheduled throughout the year.

POSITION OVERVIEW

The Director, Customer Success is the account owner and is responsible for building customer relationships, onboarding new customers, as well as new services/products to existing customers, maintaining, and growing existing sales (same Store Sales) and collaborating with sales team with common customers. Actively manages accounts that represent a large volume of clients or revenue to the company, or others as determined by the Managing Director of Customer Success. May be responsible for supporting and participating in other activities as assigned by the Managing Director of Customer Success.

Roles:

The Director, Customer Success will engage with customers, maximize value in the use of MRIoA services and products, and create strategies to grow customer base. Provide strategic, individualized attention to assigned accounts to ensure high-level customer satisfaction, continued year-over-year account growth, and identify opportunities for expansion of services or addition of new services. 

Major Responsibilities or Assigned Duties:

• Demonstrate the MRIoA Way in all interactions with internal and external customers. 
• Demonstrate exceptional communication skills externally and internally by assuring all stakeholders are up to date with customer activities, implementations, and other critical information.
• Develop and grow strong customer relationships through strategic planning activities, including Account 
• Profile development with strategic account planning, Quarterly/Semi-Annual/Annual Business Reviews, and identifying ways to make MRIoA the IRO of choice.
• Maintain and grow existing sale volumes for assigned accounts (Same Store Sales).
• Identify expansion and cross sell opportunities in customer account base.
• Partner and collaborate with internal customers including, MRIoA Operations, Clinical and IT teams to be the voice of the customer and articulate customer business needs. 
• Partner and collaborate with MRIoA Vice President Sales for shared accounts.
• Own all customer requests and complaints through resolution and involve appropriate MRIoA teams. 
• Track and analyze customer data to identify positive and negative trends with action plans as appropriate.
• Generate appropriate customer reports as part of Service Level Agreements, Quarterly/Yearly Business 
• Reviews and ad hoc as appropriate.
• Actively participate as a member of the MRIoA Customer User Group. 
• Provide training and technical assistance as required to customers to ensure maximum value for MRIoA services and products.
• Support Vice President, Sales in the Request for Proposal (RFP) process by gathering information and participating in presentations for existing customers. 
• Maintain comprehensive customer documentation and records in SalesForce as the Single Source of Truth.
• Support Quality Management initiatives as applicable.
• Complete and support all Compliance Program activities in a timely manner.
• Function as an escalation point regarding past due invoices.
• Participate in company meetings and committees as requested. 
• Ability to travel locally as well as to customer meetings up to 10% of the time (with in advance approval of the Managing Director of Customer Success) and adhering to all company travel policies and requirements.
• Complete other duties as requested. 

Work Environment:

• Ability to sit at a desk, utilize a computer, telephone, and other basic office equipment is required. This role is designed to be a remote position (work-from-home).

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

This company is a drug-free workplace. All candidates are required to pass a Background Screen before beginning employment. All newly hired employees will take a Drug Screen, as well as agreeing to all necessary Compliance Regulations on their first day of employment. 

California Consumer Privacy Act (CCPA) Information:

Sensitive Personal Info: MRIoA may collect sensitive personal info such as real name, nickname or alias, postal address, telephone number, email address, Social Security number, signature, online identifier, Internet Protocol address, driver’s license number, or state identification card number, and passport number.

Data Access and Correction: Applicants can access their data and request corrections. For questions and/or requests to edit, delete, or correct data, please email the Medical Review Institute at HR@mrioa.com. 

Requirements

Experience: 

• 2+ years experience in a Customer Success or Account Manager role
• Proficiency in Salesforce and ZoomInfo
• Familiarity with LinkedIn
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Knowledge of managed care, utilization review accreditation standards, and multistate regulatory requirements 

Education:

• Bachelor of Arts or Bachelor of Science degree