Director Customer Engagement at Janus Health

SummaryThe Director of Customer Engagement is responsible for making sure customer needs are being met and understood by each department in the company. They design and execute programs aligned with Janus Health and customer initiatives to deliver business-aligned outcomes. They collaborate with subject matter experts, and key stakeholders to develop program strategy to achieve the program’s vision and objectives. In addition, they are responsible for understanding the customer's goals & strategic objectives, operational environment and constraints, and innovating solutions and services to achieve or surpass those goals, and contractual obligations.ResponsibilitiesServe as the lead point of contact for all customer account management mattersResponsible for developing account management plan to maximize value for our customers and to maximize revenue for Janus through upsell / cross sell / and renewal opportunitiesBuilding and maintaining strong, long-lasting customer relationshipsOwn the overall customer experience and responsible for customer referral sourcesAccountable driver of effective relationships and ensure the successful implementation and delivery of Janus programsClearly communicate the progress of monthly and quarterly initiatives to internal and external stakeholdersForecast and track key account metricsEnsure strong effective relationships with customer senior leadership and key internal operational leaders, to best understand the customer's goals, operational environment, and strategic initiativesFacilitate cross-functional collaboration with stakeholders to establish vision, objectives, and program strategyActively seek out and solve for barriers / problems / risks to successful delivery of program objectivesParticipate and facilitate Quarterly Business Reviews and other program discussionsProvide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new servicesExhibit an excellent understanding of customer issues and how to apply the appropriate Janus products to convert identified issues into solution opportunitiesRegularly provide updates on work progress, obstacles and blockers, and overall performance with execution and progress toward deliveryProvide clear expectations and follow up to ensure progress and overcome roadblocksDrive a performance-based culture through accountability and foster leadership, strategic thinking, and business acumen on the teamPartnering closely with cross-functional team members to ensure Janus deliverables are timely, high quality, and within scope of the SaaS AgreementOwning customer relationships and building trust through delivering on promises and anticipating customer needsIdentify and manage risks associated with projects; advise strategic decision-making for Janus and customer executive leadershipOverseeing customer meetings ensuring performance and opportunities are clearly communicated and follow up items are executed upon with a sense of urgencyPartnering closely with Janus Implementation and cross-functional team members to ensure Janus deliverables are timely, high quality, and within scope of the SaaS AgreementEnsure customer satisfaction, product utilization, and proactively course correct to ensure contractual commitments are delivered on timeUse product and deep RCM domain expertise responsible for driving customer revenue and cost opportunitiesPrepare agendas and create content for customer meetings including performance and opportunity reviewsClearly communicate the progress of monthly/quarterly/annual customer initiatives to internal and external stakeholdersWork closely with the growth team on sales opportunitiesPartner with Marketing and Product to relay customer feedback relative to our capabilities and messagingQualificationsBachelor’s degree, or related field; or equivalent work experience.Self-motivated, persuasive, and proactive team player with innovative ideas to inspire team members and customersDemonstrated success developing customer strategy and driving resultsComfort leading cross-functional teams and creating and delivering executive level presentationsExcellent communication and interpersonal skills. Proven experience building strong internal and external relationshipsStrong analytical and problem-solving skills; does not make excusesComfort in ambiguity while remaining focused on Janus’ mission and valuesHas fun, celebrates success, and contributes to a positive cultureExperience working at health system or healthcare technology company preferredExperience working at a software as a service (SaaS) company preferredExperience working in a high growth environment preferredTravel RequirementsThis role has domestic travel requirements. These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel.

Heads-up

Director Customer Engagement

Emma

Requirements and responsibilities

Skills wanted:

Language(s) required:

About Janus Health:

www.janus-ai.com/

Admin access needed

Payment confirmed

A member of the Torre team will contact you shortly