Associate Vice President, Customer Success

At Mercury Healthcare, we empower healthcare organizations to create seamless consumer experiences and improve outcomes to build healthier communities. As an Associate Vice President, Customer Success you will maximize the value of MHs’ solutions, strengthen existing client relationships and provide a positive customer experience. Whether our clients want to build brand awareness, acquire and retain new patients, manage a population or drive loyalty – we provide consumer and patient engagement solutions helping to achieve their strategic business objectives. You will report to the Vice President, Customer Success.

What you will do:

• Oversees people leadership for assigned book of business with a particular focus on customer satisfaction, quality, continuous improvement, and problem solving
• Sets priorities and assigns tasks to team resources
• Responsible for creating development plans to build on employee strengths
• Manages performance, has authority to hire and terminate employees, and makes compensation recommendations for supervisors and/or individual contributors
• Set the overall vision and strategic plan for your book of business
• Work closely with sales management to align on strategies, renewal forecasting, account opportunities and risks
• Focus on driving solution adoption while quarterbacking cross functional teams to provide a positive customer experience
• Identify as main point of contact across several enterprise accounts and accurately represent the voice of customer across internal teams
• Provide support to VP, Customer Success, as assigned
• Assist  in management of pipeline and forecast accuracy
• Lead team internal initiatives (e.g. Customer Success Director training, onboarding, knowledge sharing)
• Participate in MH Customer Success marketing initiatives as a thought-leader (e.g. webinars, events, presentations)
• Meet quarterly/annual retention and sales goals
• Research clients and leverage onsite visits to fully understand their business and market niche
• Drive strategic planning while developing and growing strong relationships with business leaders
• Proactively anticipate problems and opportunities with speed and urgency while serving as a key escalation point across MH (as appropriate), ensuring ideal customer experience
• Attain trusted partner status with our customers by developing institutional knowledge of the Healthcare industry, all MHs’ solutions and services
• Leverage your in-depth knowledge of business strategies and the company’s goals to represent MH and provide thought leadership at key events.
• Identify opportunities to deepen customer relationships by building MH customer advocates (e.g. providing references, sponsoring case studies, participating in sponsored events, etc.)
• Serve as a positive, dynamic leader that displays the best work ethic, creative problem-solving skills, positive attitude, and a team-oriented proactive approach

What you will bring:

• 7-10 years of experience within Customer Success, Relationship Management, Account Management, or similar role in a high growth and fast paced SaaS environment
• Self-starter with a results-driven mentality, incorporating a bias for speed and action
• Ability to interact with all levels of the client organization
• Familiarity working with complex health systems or large enterprise customers
• Strong operational skills that will drive organizational efficiencies and customer satisfaction
• Strong advertising and digital marketing background in Search, Social, Connected TV, Email Marketing, Marketing Automation and Direct Mail
• Experience selling advertising and promotion programs to marketers
• Strong presentation, negotiation and consultative selling skills
• Ability to deftly navigate difficult customer conversations
• Efficiently manage travel budget
• Microsoft Office (PowerPoint, Excel, Word) and Salesforce

Compensation & Benefits

• Base salary: $102,000 - $115,000 annually*
• Commission plan
• 401(k) plan options
• Medical, dental, and vision insurance, with HSA contributions for qualifying plans
• Company-funded basic Life, AD&D, and disability coverage
• Family planning resources
• Subsidized wellness benefits
• PTO plus paid holiday and volunteer time
• Tuition reimbursement and learning & development programs
• *Actual base pay will be determined based on qualifications and experience

Mercury Healthcare is a technology and data analytics company that empowers healthcare organizations to engage consumers and optimize provider networks to accelerate growth. Our customers benefit from more than 30 years’ experience driving intelligent engagement, aligning physicians, and enabling personalized healthcare journeys. Learn more at mercuryhealthcare.com.