Director Customer Engagement (Remote)

Director, Customer Engagement

Valant is a market-leading, web-based clinical EHR and Practice Management solution built exclusively for behavioral health. Our mission is to provide technology and services that connect behavioral health patients and providers, when and how they need care, with tools that improve outcomes for all.? We?re seeking enthusiastic, passionate individuals to join us as we transform the industry!

This is the job for you if you are passionate about developing and executing strategies that enhance strategic customer interactions and drive satisfaction across all touchpoints. This role focuses on fostering strong relationships with strategic customers, ensuring their needs are met, and promoting long-term loyalty to Valant?s solutions. You will be responsible for the retention and growth of Valant’s customer success-managed accounts, and lead a team focused on delivering exceptional service and value to our most important clients.

What You?ll Do

• Roles Lead and mentor a team of customer success managers, providing guidance and support to drive performance and professional development.
• Foster a culture of collaboration and accountability within the team; establish KPIs and document and address performance concerns.
• Develop and implement strategies to retain and grow success-managed accounts, ensuring alignment with customer goals and Valant?s objectives.
• Monitor account performance and identify opportunities for expansion and improvement through upsell, cross-sell, partnerships, and additional services.
• Manage renewal strategies, communications, and implementation of price increases for success-managed customers, ensuring accurate documentation. Effectively objection handle and address concerns to mitigate retention risk.
• Design and oversee customer engagement initiatives that foster strong relationships and enhance customer loyalty.
• Collaborate with cross-functional teams to create solutions that meet the unique needs of strategic accounts.
• Utilize data analytics to assess success-managed customer health, satisfaction, and engagement levels.
• Prepare and present reports and data on success-managed account performance, engagement metrics, and growth opportunities to senior leadership.
• Act as the voice of the customer within Valant, advocating for their needs and ensuring their feedback is integrated into product development and service enhancements.
• Handle success-managed customer escalations effectively, ensuring timely resolution of issues and maintaining customer satisfaction. Collaborate with internal teams to address escalated concerns and implement corrective actions.
• Stay informed about industry trends and competitive landscape to identify potential threats and opportunities for strategic accounts.
• Share insights with internal teams to inform business strategy and customer offerings.

What You?ll Need

Required

• Bachelor?s degree in Business, Marketing, or a related field; MBA preferred.
• 7+ years of experience in SaaS account management, customer success, or a related field, with a focus on strategic accounts.
• Proven track record of driving customer retention and growth.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in CRM tools and data analysis.
• Proficiency in Microsoft Office suite (Excel, PowerPoint, Word, etc.)
• A reliable internet connection and a quiet space to work – this job is currently 100% remote (laptop and other equipment will be provided.)

Preferred

• Behavioral Health/EHR experience.

What We Offer

• Competitive compensation package, including 100% employer-paid medical, dental, vision premiums and HSA contributions
• Generous paid time off policy
• Bonus plans
• 401k
• The chance to drive an important industry forward through next-generation technology
• Ability to work remotely with a strong internet connection
• Salary Range for this position is 130,000 ? 150,000

US Citizens and Green Card holders are encouraged to apply. We are unable to sponsor visas at this time.

This position can be 100% remote, but employees must be located in: California, Florida, Georgia, Minnesota, New Jersey, North Carolina, Oregon, South Carolina, Tennessee, Texas, Utah, or Washington state.