Company:
AHI agilon health, inc.
Job Posting Location:
Remote - USA
Job Title:
Director, Market Success
Job Description:
We are seeking a dynamic and experienced Director – Market Success to oversee the Technical Success and build out our Regional Market Support and Helpdesk operations. This pivotal role requires a blend of technical expertise, leadership skills, and a customer-centric mindset to ensure exceptional support delivery to our clients. This person will play a critical role in maintaining high levels of customer satisfaction, fostering team collaboration, and driving continuous improvement initiatives within the support organization.
Market Success Management:
Austin, TX
Pay Range:
Salary range shown is a guideline. Individual compensation packages can vary based on factors unique to each candidate, such as skill set, experience, and qualifications.
AHI agilon health, inc.
Job Posting Location:
Remote - USA
Job Title:
Director, Market Success
Job Description:
We are seeking a dynamic and experienced Director – Market Success to oversee the Technical Success and build out our Regional Market Support and Helpdesk operations. This pivotal role requires a blend of technical expertise, leadership skills, and a customer-centric mindset to ensure exceptional support delivery to our clients. This person will play a critical role in maintaining high levels of customer satisfaction, fostering team collaboration, and driving continuous improvement initiatives within the support organization.
Market Success Management:
- Oversee the Market Success Management function, including partner onboarding, relationship management, and proactive support initiatives.
- Collaborate closely with Product Management and Market Strategy teams to embed Market success leaders within specific markets, ensuring a deep understanding of client needs, industry trends, and competitive landscape.
- Lead the team in conducting data analysis to identify insights, trends, and opportunities for optimizing partner success and driving product adoption.
- Drive rollout support initiatives, working closely with Market Success Leaders to ensure smooth deployment of new features, products, or updates to clients.
- Lead and manage the Helpdesk operations, ensuring efficient handling of client inquiries, incidents, and service requests according to defined SLAs.
- Implement and optimize Helpdesk processes, tools, and workflows to enhance service delivery efficiency, responsiveness, and quality.
- Maintain a comprehensive knowledge base and standard operating procedures (SOPs) to facilitate efficient issue resolution, knowledge sharing, and training for support staff.
- Champion a partner-centric approach across the support organization, emphasizing empathy, responsiveness, and proactive communication with clients.
- Act as a point of escalation for complex technical issues or challenging customer situations, providing timely resolution and maintaining client satisfaction.
- Conduct regular customer satisfaction surveys, gather feedback, and drive initiatives to continuously improve support quality and client experience.
- Collaborate effectively with other departments such as Market Operations, Product Development & Engineering, to understand and articulate business impact and to advocate for customer needs, influence product roadmap decisions, and drive resolution of technical issues.
- Work closely with Market Strategy teams to align activities with market-specific goals and initiatives, leveraging data analysis to inform strategic decisions.
- Partner with Training and Documentation teams to develop and deliver training programs for support staff, ensuring proficiency in product knowledge, troubleshooting skills, and customer service best practices.
- Bachelor's degree in Computer Science, Information Technology, is a plus. Advanced degree or relevant certifications are a plus.
- Proven experience in a Customer Success role within a technical support or customer service organization, preferably in a SaaS or technology-driven industry.
- Strong technical background with a deep understanding of software applications, IT infrastructure, and cloud-based technologies. Previous experience in Market Success management and data analysis is highly desirable.
- Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams, build strong relationships with clients, and influence stakeholders at all levels.
- Solid analytical and problem-solving abilities, with a data-driven approach to decision-making and a commitment to continuous improvement.
- Experience with support tools and technologies (e.g., CRM systems, ticketing systems, knowledge bases) and familiarity with ITIL or similar service management frameworks.
- Proven track record of delivering exceptional customer service and driving customer satisfaction and retention initiatives.
Austin, TX
Pay Range:
Salary range shown is a guideline. Individual compensation packages can vary based on factors unique to each candidate, such as skill set, experience, and qualifications.
-
Seniority level
Director -
Employment type
Full-time -
Job function
Business Development and Sales -
Industries
Hospitals and Health Care
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