CAREERS

Customer Success Director

Avant-garde Health enables hospitals and physicians to understand and improve their care processes, costs, and outcomes by utilizing technology and data analytics. We are a mission-driven business that grows out of the value-based health care research at Harvard Business School. We just closed our Series A and have raised over $17M in total. We are backed by General Catalyst, Fulcrum Equity Partners, Founder Collective, Tectonic Ventures, and Sparta Group. We are working with a number of the top hospitals in the country, and our customer net promoter score is +92.

Avant-garde Health works closely with hospital executives and clinicians to identify and pursue opportunities for delivering higher quality, more cost-effective health care. As a Customer Success Director, you will serve as the external face of the company to provide a "white-glove" client experience to an assigned set of customer accounts. In this role, 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. You'll use your strong technical, business, and analytical skills to provide direct assistance to clients to leverage Avant-garde’s proprietary analytics software-as-a-service to pinpoint inefficiencies and translate insights into action. By working this closely with your clients, you'll be able to identify opportunities to expand our relationships within each customer account. The Director will drive client engagement, inform strategy, guide impact, and grow client relationships. Customer engagement (NPS scores), retention, upsells, and account expansion are measured for success in this role. This position reports to the Chief Operating Officer. 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, physicians, and department-level leadership. Serve as a trusted client advisor and partner with clients on performance improvement initiatives that lead to meaningful change.
  • Utilize your data analysis and Excel skills to provide direct, 1:1 guidance to clients to 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 customer engagement through a variety of key metrics, including tracking client product utilization, satisfaction, and value creation (measured by improvements in quality and financial performance).
  • Identify opportunities for customer "upsells" by growing client relationships, including extending existing analytics solutions across hospital systems, as well as adopting new analytics solutions.
  • Create and present compelling presentation materials to help communicate improvement 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.
  • As we grow the team, provide coaching and mentorship to Customer Success Advisors/Managers for analytics and customer engagement.
  • This is an individual contributor (IC) role reporting to the Chief Operating Officer.

Qualifications

  • 4+ years in healthcare delivery operations (preferably within large hospital systems) or health care management consulting with a focus on data, analytics, strategy, and change management.
  • Bachelor's degree in a business or related field; MBA or MPH degree preferred.
  • Proficient in manipulating and synthesizing large amounts of data; undergraduate or graduate degree in a quantitative discipline is a plus.
  • 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.
  • Excellent executive level 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 15% travel).

This is a Boston-based position where you'll be able to enjoy a healthy work-from-home and in-office balanced schedule combination. We may consider outstanding applicants who meet all of the job criteria and live outside of Boston for a remote position. Come join our growing team!

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