About us:

Grand Rounds is a new kind of healthcare company. Founded in 2011, the company is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones. Grand Rounds creates products and services that give people the best possible healthcare experience. Named a 2019 Best Place to Work by Glassdoor and Rock Health’s 2018 Fastest Growing Company, Grand Rounds works with inspiring employers and doctors to empower them to be the change agents we need to make our shared vision a reality.

About the role:

Our Customer Success team is looking for an experienced, strategic Customer Success Director to nourish and develop relationships with key customers. The ideal candidate will possess significant experience working with large employer customers, a strategic and problem solving mindset, a broad working knowledge of the healthcare ecosystem, a growth orientation as well as the ability to be both a team player and a leader. Cross-team coordination, project management, and executive communication and presentation skills are required.

In this role, you’ll be the main point of contact for dynamic, fast-paced relationships; you must expertly navigate ambiguity and rapid change, orchestrate collaboration across multiple functions within our organization and the customer’s, and deliver as expected and exceed when possible. In sum, you must own the success of these customers and represent Grand Rounds in a sophisticated, expert manner. 

Responsibilities:

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Customer Relationship:

• Serve as the primary relationship owner, achieving trusted advisor status with customer contacts
• Establish professional and productive relationships with key stakeholders
• Develop a deep understanding of customer needs/goals and work to ensure that Grand Rounds and the customer have a shared definition of success
• Collaborate with other vendors in customers’ benefits ecosystem to ensure we optimize the member experience and the customer investment

Account Performance:

• Proactively and intentionally drive customer health including utilization and ROI across Grand Rounds services to meet customer expectations and contractual commitments
• Deliver customer reports illustrating Grand Rounds value delivery (e.g. member engagement, utilization, clinical impact and ROI), demonstrating a strategic command of the customer’s experience and linking results to the customer’s key business objectives
• Partner with the consumer marketing team to deliver and execute a robust engagement strategy
• Achieve business results to ensure customer renewals and accelerate expansions

Qualifications:

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Functional experience:

• 10 years of experience in customer success / account management related to benefits and healthcare
• Corporate experience working at a navigator, digital health point solution, carrier/TPA, consulting firm, population health management firm, or related 
• Customer/client experience: Providing services to Fortune 500 clients or other large group plans
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm

Professional characteristics:

• Strong results orientation and track record of delivering large, complex projects that exceed customer expectations
• Growth mindset focused on retaining customers and creating opportunities to expand beyond current services 
• Personal accountability; own decisions, actions, and process needed to ensure healthy long term customer relationships 
• Expert communication skills to articulate a compelling value proposition, deliver insights, and manage difficult conversations
• Ability to analyze and interpret data to derive insights that support value delivery and value creation for customers
• Comfort working at a rapid pace and with a high degree of autonomy, within a complex and changing work environment

Other:

• Passion for the Grand Rounds mission of raising the standard of health care for everyone, everywhere.
• Experience using Salesforce and other using key account management platforms
• Experience using Google Suite and slack
• Willingness to travel (estimated 25% once we are past the COVID era)
• Location: Flexible, with preference for major metro areas in the US 

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Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.