Associate Vice President, Customer Success

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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 Healthgrades’ 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 Healthgrades (as appropriate), ensuring ideal customer experience
  • Attain trusted partner status with our customers by developing institutional knowledge of the Healthcare industry, all Healthgrades’ solutions and services
  • Leverage your in-depth knowledge of business strategies and the company’s goals to represent Healthgrades 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

Compensation & Benefits

  • Base salary: $102,000 - $115,000 annually*
  • Commission plan
  • 401(k) plan options
  • 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
  • *Actual base pay will be determined based on qualifications and experience

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • SalesforceCRM
    • 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 are some social events your company does?

There are many opportunities to socialize, from ping-pong doubles to happy hours to volunteer outings. We also have monthly events such as Pizza Day, new hire socials and holidays to connect, win prizes, play games, or grab drinks. If you need a break from your desk, there are workspaces to lounge at with buddies and get the creative spark flowing.

Dan

Data Analyst

What's the biggest problem your team is solving?

Evolving consumer expectations are pushing doctors and practice owners to adopt convenient, on-demand delivery of services. Getting doctors to appreciate these changes and mature their business can be a struggle. We’re taking a data-driven, analytical approach to prove that meeting patients' expectations can be a big win for growing their practice.

Steven

VP, Product Management

What makes someone successful on your team?

Someone who is committed to continuous learning and knowledge sharing. Work becomes way more fun if you're willing to explore, test, learn, and iterate together!

Alli

Director, User Experience Design

What does your typical day look like?

I lead strategic development of data-driven marketing campaigns for our healthcare clients. The day-to-day involves a lot of problem solving, teamwork, and creative thinking from campaign development to market exit, and I'm motivated by new learning opportunities and collaboration each step of the way.

Lauren

Integrated Marketing 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
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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