Director, Customer Success

* As a requirement for this position, the selected candidate must be present onsite in Birmingham, Alabama 2-3 days per week.*

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our mission - and our passion - is to improve the lives of the members we serve and be the ideal partner for our providers.

Lucet's unique combination of people and technology has proven to optimize access to behavioral health care providers and increase a health plan's ability to connect members to quality care. With the industry's largest network of care navigators and technology powered by more than six million assessments and more than 20 years of data, Lucet is the only solution proven to successfully identify and connect people across the entire acuity spectrum with the right care in less than five days on average, and often as little as one day.

Our members, providers and partners fully entrust us to deliver outstanding quality care through coordinated behavioral health services, employee assistance programs, organizational consulting, student well-being programs and more.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Job Summary

The Customer Success Director will manage Lucet's customer accounts including end-to-end lifecycle management with, when applicable, a focus on driving profitable growth. The Customer Success Director will be responsible for delivering contract performance as well as demonstrating ROI and value to customers. The individual will also be responsible for account retention and renewal strategy and/or identification of upsell opportunities.

Essential Functions

• Builds and maintains trusted executive customer relationships required to serve the account with a high degree of excellence.
• Oversees account performance to contract for designated customers, which will include a thorough tracking and monitoring against performance guarantees for customers, issue resolution and account satisfaction and retention.
• Maintain line of sight to P&L and drive activities that positively impact top and bottom-line measures.
• Organizes, prepares, and facilitates joint operating committee meetings with an executive audience that drives strategic priorities.
• Develops/oversees a mutually agreed upon customer strategic plan for each designated customer that identifies, among other things, key priorities, activities, deliverables, growth goals when applicable and accountable parties responsible for implementing the business plan.
• Optimizes the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation.
• Leads and influences internal stakeholders, including senior leadership, to achieve customer's expectations and contractual requirements.
• Acts as the internal "voice of the customer" and helps prioritize internal work to deliver on customer's needs.
• Escalates customer issues and concerns through the appropriate internal channels.
• Accountable to the day-to-day work required to serve the customer and/or manages Customer Success team members that serve as the day-to-day liaisons for accounts.
• When applicable, in order to drive profitable growth, assist the Health Plan Sales, Account Management and Marketing teams with selling and renewing BH services and/or EAP to their employer customers.
• Adheres to Lucet Mission Statement, Core Values, Code of Business Conduct and Compliance Program
• Complies with all Federal and applicable State laws and Lucet policies regarding privacy, confidentiality and security of health information and other designated information

Job Qualifications

Required

• Bachelor's degree in business administration or other relevant academic discipline
• 5 years of experience leading client success activities such as account management, implementations, contract negotiations and/or sales operations
• Five years building strategic customer relationships, preferably with mid & senior level health plan executives
• When applicable, at least three (3) years previous experience managing a team
• Experience independently owning and facilitating committee meetings with an executive audience
• Experience developing and executing strategic plans
• Experience developing complex business cases and executive audience presentations
• Ability to interpret contracts
• Demonstrated experience thinking and acting beyond day-to-day responsibilities to ensure organizational success
• Proficient in Microsoft Office suite to include Word, PowerPoint, Excel, Outlook.
• Strong project management skills
• Ability to travel 25%-30%

Preferred

• Master's Degree in business administration or other relevant academic discipline
• Sales or business development experience in healthcare

Key Competencies

• Ability to execute strategic plans
• Excellent problem-solving skills
• Demonstrated critical thinking and problem-solving skills
• Excellent teambuilding skills
• Strong project management skills
• Demonstrates consistency in professional demeanor in response to all situations regardless of the nature or circumstances of the situation
• Demonstrates ability to manage multiple tasks in a fast-paced, changing environment
• Strong written and verbal communication skills and presentation skills

Working Conditions

• Work is performed indoors in a typical home office environment- not substantially exposed to adverse environmental conditions
• Frequent exposure to VDT screen
• Frequent use of office machines to include laptop, video, and headset
• Physical demands include constant ability to remain in a stationary position, move about inside an office or remote setting, able to communicate and exchange information with others, able to inspect information, and able to perform repetitive motion with arms and fingers.
• Mental demands include constant ability to interpret data, problem solve, make decisions, and organize and plan.

Salary and Other Compensation:

The starting salary that Lucet reasonably expects to pay for this position ranges from $110,000 - $140,000 annually, depending on circumstances including an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.

This position is eligible for a bonus in accordance with the terms of Lucet's incentive plan based on both company performance and individual performance. 

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical, Dental, Vision, 401(k) with competitive employer match, company paid life and disability insurance, company paid gym access, tuition reimbursement, parental leave, PTO (vacation, sick and volunteering), Remote Work.

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.