Director - Customer Success

Innovaccer Analytics; Dadri; On-site; INR 5,000,000 - 9,000,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Sabbatical leave

Creche facility

Pet-friendly office

Job summary

Innovaccer is seeking a Director-Customer Success to be a trusted advisor to strategic healthcare clients, leading a cross-functional team of product, data, and integration engineers to deploy our platform and solutions. You will dive into complex workflows, identify business problems, and deliver scalable solutions that drive adoption while maintaining exceptional client experience.

Based in Noida, you will engage with senior stakeholders, manage budgets and timelines, travel up to 20%, and

Qualifications

• Experience in technical account management or customer success in tech/healthcare.
• Analytical mindset with digital transformation project experience.
• CS/Engineering background.
• Experience with US Healthcare domains: Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences.
• Executive presence with senior clients and优秀 written/verbal communication.
• Experience leading delivery/engineering teams in a tech company.
• Familiarity with offshore/India teams.
• Ability to travel 10-20% and work US Pacific hours.

Responsibilities

• Understand customer needs and act as a trusted advisor to define solutions and objectives.
• Manage overall project delivery including charters, kickoffs, requirements, delivery, and QBRs, coordinating with engineering/product teams.
• Oversee budgets and schedule adherence for accounts.
• Identify data sources, work with forward-deployed engineers to build pipelines, and collaborate to create bespoke workflows for new user groups.
• Present results and proposals to all levels within customer organizations.

Skills

Executive presence

Analytical mindset

Client services

Travel willingness

US Pacific hours

Education

B.S. in Computer Science or Engineering

Job description

Customer Success at Innovaccer

Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.

About the Role

The role of the Director-Customer Success is to be a trusted advisor to the client who not only plans, and manages the team and delivers work according to deadlines and within budget but also drives new solutions to best serve the clients. You'll work as part of and also manage a driven and creative team of product, data, and integration engineers and designers to deploy our platform and solutions against the most challenging problems in the healthcare industry.

You’ll immerse yourselves in our customers' most intricate workflows, explore the business problems and understand their true needs, and deliver our solutions that enable our customers to scale and drive adoption while ensuring a great experience for your customers. The problems you tackle will require an analytical and technological mindset, a sharp intuition for the key business and technology issues, and a strong degree of user empathy.

A Day in the Life

• Understand customer needs and be a client counselor by working together with the customer to come up with solutions to key customer problems and business objectives. Build a client relationship and acts as a trusted advisor to the client
• Manage the overall delivery of the project (charters, kickoffs, requirement gathering, delivery, QBRs) as well as the team, including collaborating with the engineering/product managers and delivery teams (DAs, FDEs, QA engineers, developers, and designers).
• Manage the overall budget and adherence to project schedule for your accounts.
• Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate the data into a stable and extensible pipeline as well as customer and product engineering teams to build bespoke workflows for new user groups.
• Present the results of our work and proposals for future work to audiences across all layers of our customers organization

• Experience in technical account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 8-10 customers).
• Analytical mindset and demonstrated capability to work on analytical or digital transformation projects
• Computer Science or Engineering (any discipline) background.
• Experience in US Healthcare to include Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences markets.
• Executive presence and the ability to engage with senior-level clients with excellent written, and verbal communication skills
• Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction.
• Experience in leading delivery/engineering teams in a technology company is a strong plus
• Worked with offshore/India teams extensively
• Extraordinary ability to take on open-ended problems in unstructured environments, dive into details, and deliver outcomes
• Ability to travel 10-20%. Varies by account needs
• Ability to work US Pacific hours

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

• Generous Leave Benefits: Enjoy generous leave benefits of up to 40 days.
• Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition.
• Sabbatical Leave Policy: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
• Health Insurance: We offer health benefits and insurance to you and your family for medically related expenses related to illness, disease, or injury.
• Pet-Friendly Office*: Spend more time with your treasured friends, even when you're away from home. Bring your furry friends with you to the office and let your colleagues become their friends, too. *Noida office only
• Creche Facility for children*: Say goodbye to worries and hello to a convenient and reliable creche facility that puts your child's well-being first. *India offices

Where and how we work

Our Noida office is situated in a posh tech space, equipped with various amenities to support our work environment. Here, we follow a five-day work schedule, allowing us to efficiently carry out our tasks and collaborate effectively within our team.

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [e-mail]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.