Director, Customer Development
Description
The Director, Customer Development will lead a team of Customer Development Managers to develop and implement key customer payment portfolio strategies that drive growth, profitability, and customer retention.
Key Responsibilities
- Lead a team of Customer Development Managers in the development and execution of account plans to increase customer product utilization, implement best practices for procure to payment processes, and achieve product portfolio growth and retention targets.
- Develop, manage, and mentor a high-performing team of Customer Development Managers.
- Build and leverage relationships with healthcare customers, strategic and financial partners, and other stakeholders including senior level industry executives and influencers
- Stay current on competitive industry and customer trends
- Manage key performance metrics for the ePay product
- Serve as the subject matter expert for the ePay product, value proposition, financial metrics, ROIs, and growth plans
- Manage internal coordination between Account Development and ePay/GHX functional areas
- Develop and execute tactics to overcome complex client barriers, resolve escalated issues, and manage internal stakeholders
KEY DUTIES
- Provide direction to team in analyzing data and customer knowledge to identify growth opportunities across assigned accounts
- Arrange events with Channel Partner and/or Customers in support of their initiatives, including webinars, user group meetings, operational meetings, and customer advocacy/reference calls
- Support required customer touchpoints and business reviews reinforcing ePay value and intervene when necessary to address customer challenges
- Provide timely and consistent communication to internal and external stakeholders
- Maintain Master Customer Information and Salesforce.com data
- Develop standardized processes and practices to support internal and external customers and/or stakeholders
- Develop and manage quarterly and annual OKRs
- Provide budget oversight and revenue management
- Hire, train, coach, and manage a high performing team of direct reports
- Other duties as assigned.
KEY COMPETENCIES
- Possess a deep understanding of the Payment Processing marketplace, automated payments solutions, and the financial issues affecting healthcare industry executives
- Ability to organize and motivate a team of professionals
- Excellent time and project management skills
- Strong interpersonal and critical thinking skills
- Persuasive written and verbal communication skills
- Working understanding of office applications (e.g. MS Office/Excel)
- Ability and willingness to travel up to 25%
Required Education, Certifications, and Experience
- Minimum of 10 years payments or financial services or similar industry experience demonstrating a high level of market presence and consistent achievement of growth goals and initiatives (IC)
- Minimum 5 years experience managing a high performing team of direct reports
- Experience in customer-facing roles of increasing responsibility
- Demonstrated financial acumen and fluency in finance and accounting principles
- Bachelor’s degree in Finance or comparable business degree
Preferred Qualifications
- Advanced degree (e.g., MA, MBA)
- Experience working directly or indirectly in healthcare finance or payments industry
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)