CAREERS

Customer Success Director

Avant-garde Health works closely with hospital executives and clinicians to identify and pursue opportunities for delivering higher quality, more cost-effective health care. In this role, you will serve as the external face of the company. Clients will value you as a trusted partner, working collaboratively at every stage of the post-sale lifecycle – from onboarding and training to opportunity discovery, action planning, implementation, and monitoring. Under the direction of the VP of Customer Success, the Director will work with clients to leverage Avant-garde’s proprietary analytics software, pinpoint inefficiencies, and translate insights into action. The Director will drive client engagement, inform strategy, guide impact, and grow client relationships. The measurement for success in this role is customer engagement (NPS scores), retention, upsells, and account expansion. If you enjoy creating an impact on how health care professionals use data to drive patient care best practices, improve outcomes, and reduce costs, then we want to hear from you.

Key Responsibilities

  • Manage and build long-term relationships with multiple stakeholders within each client organization, including hospital C-suite and department-level leadership. Serve as a trusted client advisor and partner with clients on performance improvement initiatives that lead to meaningful change.

  • Leverage Avant-garde’s core analytics platform solutions to unearth client-hospital-specific insights that help them understand where they have opportunities for improving care or financial performance.

  • Monitor client engagement through a variety of key metrics, including tracking client product utilization, satisfaction, and value creation (measured by improvements in quality and financial performance).

  • Grow client relationships, including extending existing analytics solutions across hospital systems as well as adopting new analytics solutions.

  • Create and present compelling presentations materials to help communicate opportunities to hospital leaders and clinicians and motivate client action; conduct data analysis to support recommendations.

  • Work cross-functionally with Avant-garde’s product and engineering teams to provide valuable product feedback and with the sales team to support client growth.

  • Help build a learning community among Avant-garde’s client base, bring clients together by organizing webinars and discussions on improvement topics, and participate in organizing Avant-garde’s annual client-focused Value Improvement Summit.

  • Coordinate logistics for virtual and in-person meetings with clients.

  • Participate in new client onboarding and training.

  • Provide coaching and mentorship to two Senior Customer Success Advisors for analytics and customer engagement.

  • This is an individual contributor (IC) role. No direct reports/management responsibilities initially, but there is the opportunity for this position to evolve over time to manage a team as we continue to expand and grow.

Qualifications

  • 8+ years in healthcare delivery operations or management consulting with a focus on data, analytics, strategy, and change management.

  • Demonstrated collaboration, project management, and problem-solving skills with a track record of delivering financial or operational results.

  • Strong critical thinking skills; ability to develop analyses that address client needs.

  • Comfort manipulating and synthesizing large amounts of data; undergraduate or graduate degree in quantitative discipline strongly preferred.

  • Excellent presentation and communication skills.

  • Intermediate/advanced proficiency with Excel and PowerPoint.

  • Enjoys a fast-paced, start-up culture and working on multiple projects in parallel.

  • Ability to travel domestically to client sites as necessary (roughly 25% travel beginning post-pandemic).

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