Company:AHI agilon health, inc.
Job Posting Location:Remote - USA
Job Title: Director, Market Success
Job Description:
We are seeking a dynamic and experienced Director – Market Success to oversee the Technical Success and build out our Regional Market Support and Helpdesk operations. This pivotal role requires a blend of technical expertise, leadership skills, and a customer-centric mindset to ensure exceptional support delivery to our clients. This person will play a critical role in maintaining high levels of customer satisfaction, fostering team collaboration, and driving continuous improvement initiatives within the support organization.
Market Success Management:
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Oversee the Market Success Management function, including partner onboarding, relationship management, and proactive support initiatives.
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Collaborate closely with Product Management and Market Strategy teams to embed Market success leaders within specific markets, ensuring a deep understanding of client needs, industry trends, and competitive landscape.
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Lead the team in conducting data analysis to identify insights, trends, and opportunities for optimizing partner success and driving product adoption.
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Drive rollout support initiatives, working closely with Market Success Leaders to ensure smooth deployment of new features, products, or updates to clients.
Helpdesk Operations:
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Lead and manage the Helpdesk operations, ensuring efficient handling of client inquiries, incidents, and service requests according to defined SLAs.
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Implement and optimize Helpdesk processes, tools, and workflows to enhance service delivery efficiency, responsiveness, and quality.
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Maintain a comprehensive knowledge base and standard operating procedures (SOPs) to facilitate efficient issue resolution, knowledge sharing, and training for support staff.
Partner Satisfaction and Escalation Management:
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Champion a partner-centric approach across the support organization, emphasizing empathy, responsiveness, and proactive communication with clients.
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Act as a point of escalation for complex technical issues or challenging customer situations, providing timely resolution and maintaining client satisfaction.
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Conduct regular customer satisfaction surveys, gather feedback, and drive initiatives to continuously improve support quality and client experience.
Cross-functional Collaboration:
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Collaborate effectively with other departments such as Market Operations, Product Development & Engineering, to understand and articulate business impact and to advocate for customer needs, influence product roadmap decisions, and drive resolution of technical issues.
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Work closely with Market Strategy teams to align activities with market-specific goals and initiatives, leveraging data analysis to inform strategic decisions.
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Partner with Training and Documentation teams to develop and deliver training programs for support staff, ensuring proficiency in product knowledge, troubleshooting skills, and customer service best practices.
Qualifications:
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Bachelor's degree in Computer Science, Information Technology, is a plus. Advanced degree or relevant certifications are a plus.
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Proven experience in a Customer Success role within a technical support or customer service organization, preferably in a SaaS or technology-driven industry.
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Strong technical background with a deep understanding of software applications, IT infrastructure, and cloud-based technologies. Previous experience in Market Success management and data analysis is highly desirable.
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Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams, build strong relationships with clients, and influence stakeholders at all levels.
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Solid analytical and problem-solving abilities, with a data-driven approach to decision-making and a commitment to continuous improvement.
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Experience with support tools and technologies (e.g., CRM systems, ticketing systems, knowledge bases) and familiarity with ITIL or similar service management frameworks.
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Proven track record of delivering exceptional customer service and driving customer satisfaction and retention initiatives.
Location: Austin, TXPay Range:
Salary range shown is a guideline. Individual compensation packages can vary based on factors unique to each candidate, such as skill set, experience, and qualifications.
What We Do
agilon health is transforming health care for seniors by empowering primary-care physicians to focus on the entire health of their patients. Through our platform and partnership model, agilon health is leading the nation in creating the system we need – one built on the value of care, not the volume of fees. We honor the independence of local physicians and serve as their long-term partner so they can be the physicians they trained to be.
agilon is built for physicians by physicians, as the patient-physician relationship is the cornerstone of care. We allow primary care physicians to take the long view of their relationships with patients, and to be confident in the long-term financial viability of their own practices. We do this through a Total Care Model that maintains the independence of physicians; unites them in a network of like-minded leaders; and integrates all of the components of a global risk business model into a single platform.
