• Director Customer Success

    Job Locations US-MA-Boston
    Requisition ID
    Posted Date
    5 months ago(5/9/2018 12:05 PM)
    Client Service/Support
  • Overview


    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


    The primary purpose of this role is to act as the strategic leader for Implementation, Services, Support and the overall post-sale success. This role partners with clients to ensure a positive experience by maximizing value and benefit of product and service offerings.


    • Maintain a deep knowledge of client industry, product and role in the market.
    • Develop strategies to enable implementation processes to scale.
    • Own ongoing execution of day to day tactics and priorities to insure customer needs are met in a timely and professional fashion
    • Works with the customer during the last part of the sales process to roadmap and schedule the implementation process.
    • Provides product recommendation, client onboarding, new-client implementations and training to ensure the client experience is seamless and consistent
    • Proactively engaged with client to ensure product or service is functioning as intended and adding expected value.
    • Track success through metrics such as client engagement scores, measures of chum, customer ROI achievement etc.
    • Coordinates onboarding, rollout and training of the product.
    • Undertakes ongoing activities to ensure customer success including – monthly calls with customers, escalation of tech support, escalation of services along with development of post implementation playbooks, new feature feedback and customer communications.
    • Works closely with product management and development to provide them direct customer feedback regarding product functions as well as new features to be added to the product roadmap..
    • Works closely with BU leadership as a member of the senior team.
    • Identify and recruit internal/external talents to ensure effective mix of competencies
    • Induct new team members in order to quickly maximize performance
    • Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
    • Allocate work load to fully utilize every employee’s talent
    • Implement development plans and coach for individuals to reach their maximum talent
    • Provide regular constructive feedback on performance/development and address poor/mediocre performance in a timely manner
    • Recognize high performers to maintain motivation and retain key talent

    • Regularly communicate on company news and team progress against business plan

    • Create team spirit


    Academic and Professional Qualifications:

    • Bachelor’s degree in business, sales, marketing, or equivalent training in business or sales management. Advanced degree a plus.



    • Typically requires 10 or more years of experience in software industry in client facing roles with at least 5 years’ experience in a management (leadership) position.
    • Minimum 5+ years of relevant experience working for a software IT company.
    • Understand of IT projects, budgeting, and other related processes within healthcare institutions.
    • Excellent client facing skills with the ability to engage with Senior and Key Executives at healthcare institutions.
    • Experience in Healthcare IT industry.


    Travel Requirements:

    •  Possible travel up to 25%.


    Working Arrangements:

    • Work is performed in a standard office environment with minimal exposure to health or safety hazards


    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.


    Allscripts policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.




    From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans


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