Associate Vice President, Customer Success at Mercury Healthcare (Remote)

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At Mercury Healthcare, we empower healthcare organizations to create seamless consumer experiences and improve outcomes to build healthier communities. As an Associate Vice President, Customer Success you will maximize the value of MHs’ solutions, strengthen existing client relationships and provide a positive customer experience. Whether our clients want to build brand awareness, acquire and retain new patients, manage a population or drive loyalty – we provide consumer and patient engagement solutions helping to achieve their strategic business objectives. You will report to the Vice President, Customer Success.

What you will do:

  • Oversees people leadership for assigned book of business with a particular focus on customer satisfaction, quality, continuous improvement, and problem solving
  • Sets priorities and assigns tasks to team resources
  • Responsible for creating development plans to build on employee strengths
  • Manages performance, has authority to hire and terminate employees, and makes compensation recommendations for supervisors and/or individual contributors
  • Set the overall vision and strategic plan for your book of business
  • Work closely with sales management to align on strategies, renewal forecasting, account opportunities and risks
  • Focus on driving solution adoption while quarterbacking cross functional teams to provide a positive customer experience
  • Identify as main point of contact across several enterprise accounts and accurately represent the voice of customer across internal teams
  • Provide support to VP, Customer Success, as assigned
  • Assist  in management of pipeline and forecast accuracy
  • Lead team internal initiatives (e.g. Customer Success Director training, onboarding, knowledge sharing)
  • Participate in MH Customer Success marketing initiatives as a thought-leader (e.g. webinars, events, presentations)
  • Meet quarterly/annual retention and sales goals
  • Research clients and leverage onsite visits to fully understand their business and market niche
  • Drive strategic planning while developing and growing strong relationships with business leaders
  • Proactively anticipate problems and opportunities with speed and urgency while serving as a key escalation point across MH (as appropriate), ensuring ideal customer experience
  • Attain trusted partner status with our customers by developing institutional knowledge of the Healthcare industry, all MHs’ solutions and services
  • Leverage your in-depth knowledge of business strategies and the company’s goals to represent MH and provide thought leadership at key events.
  • Identify opportunities to deepen customer relationships by building MH customer advocates (e.g. providing references, sponsoring case studies, participating in sponsored events, etc.)
  • Serve as a positive, dynamic leader that displays the best work ethic, creative problem-solving skills, positive attitude, and a team-oriented proactive approach

What you will bring:

  • 7-10+ years of experience within Customer Success, Relationship Management, Account Management, or similar role in a high growth and fast paced SaaS environment
  • Self-starter with a results-driven mentality, incorporating a bias for speed and action
  • Ability to interact with all levels of the client organization
  • Familiarity working with complex health systems or large enterprise customers
  • Strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Strong advertising and digital marketing background in Search, Social, Connected TV, Email Marketing, Marketing Automation and Direct Mail
  • Experience selling advertising and promotion programs to marketers
  • Strong presentation, negotiation and consultative selling skills
  • Ability to deftly navigate difficult customer conversations
  • Efficiently manage travel budget
  • Microsoft Office (PowerPoint, Excel, Word) and Salesforce

Benefits:

  • Commission plan
  • 401(k) plan with employer match 
  • Medical, dental, and vision insurance, with HSA contributions for qualifying plans
  • Company-funded basic Life, AD&D, and disability coverage
  • Family planning resources
  • Subsidized wellness benefits
  • PTO plus paid holiday and volunteer time
  • Tuition reimbursement and learning & development programs

Who we are:

Mercury Healthcare is a technology and data analytics company that empowers healthcare organizations to engage consumers and optimize provider networks to accelerate growth. Our customers benefit from more than 30 years’ experience driving intelligent engagement, aligning physicians, and enabling personalized healthcare journeys. Learn more at mercuryhealthcare.com.

Mercury Healthcare believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic.​ Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. 

Location:

Remote (reporting to Birmingham, AL location)

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • AWS (Amazon Web Services)Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • ApexLanguages
    • Mulesoft Languages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • Sails.jsFrameworks
    • SparkFrameworks
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • AxureDesign
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • BasecampManagement
    • JIRAManagement
    • SalesforceCRM
    • Salesforce PardotCRM
    • Oracle EloquaLead Gen

Location

Downtown Location - your favorite coffee shops, restaurants, breweries, and nightlife are all steps from the office, as well as transportation lines.

An Insider's view of Mercury Healthcare

What does your typical day look like?

Every day is different. Typically, I start my day reviewing emails and prioritizing tasks that need to be completed, which can change instantly as the day progresses. I spend most of my day drafting contracts, submitting paperwork for corporate governance, and collaborating with other employees to complete tasks.

Devon

Sr. Contracts & Legal Operations Manager

How has your career grown since starting at the company?

Since starting, I have grown in my ability to build strategies rooted in both data and in my professional experience. I have been given the opportunity to be more client facing, while also managing teams internally.

Amy

Director, Consumer Strategy

What are some things you learned at the company?

Communication is the key for continuous and timely delivery, because it requires continuous planning.

Rajesh

Technical Project Manager

What are Mercury Healthcare Perks + Benefits

Mercury Healthcare Benefits Overview

Our inclusive package offers flexible options customizable for everyone – no matter what your family looks like.

Culture
Volunteer in local community
Intracompany committees
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
Customized development tracks

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