Director of Provider Success
About SonderMind
The need for mental health support has never been more acute yet frustrations abound for individuals unable to access care. With our recent successful Series B round of funding (https://tcrn.ch/3bXyvQW), our rapidly growing team is more prepared than ever to redesign behavioral health to become more accessible, approachable and utilized. If you enjoy a challenge and being part of a mission with big aspirations, SonderMind may be the place for you!
Job Overview
SonderMind is looking for a Director of Provider Success who will be responsible for overseeing the growth and advancement of our Provider Success Team. We are looking for an exceptional growth-minded professional to map out our current provider journey and subsequently build an established, replicable, and measurable process for provider success. The Director will be tasked with ensuring increased provider engagement, improved provider adherence to timelines and processes, driving long term value and also achieving a high provider net promoter score (NPS). Our ideal candidate for this role will have a strong background in creating differentiated experiences for customers, managing a team of customer-facing teammates and delivering business results.
SUMMARY RESPONSIBILITIES
- Grow a department that can support highly frequent interactions with 100% of our providers
- Drive LTV (long term value) and reduced churn of our providers through high-quality, industry leading support
- Work closely with Clinical to drive successful clinical initiatives
- Work closely with Provider Onboarding & Education and Product to identify and prioritize product enhancements
- Create differentiated customer experiences based on segmentation
- Be the primary "eyes and ears" with the customer and thus becoming an expert on customer needs
- Implement our new CRM (SalesForce) to accomplish all of the above
- Use data to accomplish all of the above
Gotta Have:
- Highly analytical
- Experience with high throughput customer success operations
- Demonstrated success in building and managing a team of five or more people
- Continuous improvement and leadership: Demonstrated success in designing and implementing processes
- Demonstrated experience in working with and being accountable to external stakeholders
- Demonstrated success in managing to performance metrics
- Comfort in working in ambiguous/early state situations
- Bachelor’s Degree
Nice to Have:
- Demonstrated success in a customer success and/or customer support leadership role
- Healthcare and/or behavioral health experience
- Master’s degree
Benefits:
- Experience and Career Growth. You will be part of the core team as the company enters a major growth phase. We always look to promote first from within and everyone on the team is taking on multiple roles. We don’t know how to say “that isn’t my job.”
- Startup Environment. From our great downtown location, to unlimited coffee and healthy snacks, to a 2019 Best Place to Work office culture, things are changing and improving EVERY SINGLE DAY.
- Benefits. SonderMind provides exceptional employee benefits including covering the majority of dental, vision, and medical premiums. 401k matching for up to 4% salary deferred.
- Stock Option Grant. We want all of our team to be focused on long-term success and growth.
- Mandatory Vacations. We’ve read the research and it is clear – employees who take vacation are more productive, happier and compensated more. SonderMind has an unlimited vacation policy, but REQUIRES employees to take a minimum of 3 weeks of vacation per year.
- Competitive Start-Up Salary. We all need to eat, right?
While we are headquartered in Denver, CO, we are will consider candidates in all locations who are willing to relocate within 6 months of hire.
SonderMind Inc. is an equal opportunity employer. Our employees may be exposed to sensitive personal information throughout their regular duties. For this reason, we maintain exceptionally high expectations of ethical conduct and require all incoming employees to pass a background check.
