At GHX, the Customer Success (CSM) team partners with our customers to drive value and build trusted, long-term relationships. The Leader of Supplier Customer Success will develop, lead and manage an integrated team of cross product CSM’s with a focus on value delivery, customer retention and relationship growth. This role is accountable for delivering strong business results and is responsible for identifying trends, risks and opportunities to serve our customers best. The Leader of Supplier Customer Success must have a growth mindset and will develop and deploy strategies to maximize the value of our customers’ GHX portfolio. This role reports to the SVP of Customer Success and is a member of the Customer Success Leadership Team.
Duties and responsibilities:
- Lead multiples teams of Customer Success Managers across the supplier portfolio
- Effectively lead and manage a team of professionals – responsible for selecting, developing and managing the performance of top talent
- Measure/report on key departmental performance metrics including customer health, retention and revenue growth
- Implement key account management programs that are launched by GHX that tie to GHX’s strategy and key initiatives, including lead generation and product enhancements
- Collaborate with GHX Sales, Marketing, Product and Operational leaders to ensure there is alignment relative to customer strategies and ensure customer objectives are met.
- Track customer outcomes and recommend/implement strategies to continually elevate the customer experience
- Identify trends and opportunities to improve the experience of supplier customers
- Provide executive level support for relevant customer issues. Serve as a customer and internal escalation point for customer issues.
- Take on a leadership role in developing solutions for customer issues and monitor engagement, effectiveness, and progress.
- Encourage operational excellence and continual quality improvement to increase internal efficiency.
Qualifications:
- A demonstrated commitment to diversity, equity, and inclusion, with a track record of providing unique contributions and promoting a culture of openness and respect. GHX encourages candidates from underrepresented groups to apply and is dedicated to providing equal opportunities for qualified applicants.
- Minimum of 10 years working in the healthcare field in Account Management, Customer Success, Consulting, Sales, Strategy or Operations
- Experience working in healthcare supply chain and/or for a healthcare provider or supplier
- Experiencing working within or partnering closely with health care supplier organizations
- Minimum of 5 years managing multifunctional teams
- Experience leading customer facing teams to achieve tangible key performance indicators
Knowledge, Skills, and Abilities:
- Knowledge of health care supply chain industry
- Proven ability to develop and lead teams
- Experience driving commercial growth, including renewals and expansions
- Executive presence, ability to deliver content to drive desired change and outcomes
- Excellent presentation and communication skills
- Experience leveraging data and analytics to guide strategic business decisions
- In-depth understanding of best practices for managing relationships with hospital systems, including value delivery and strategic partnership.
The compensation for this role is: $137,600.00 - $183,500.00
The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary based on various factors, such as the candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/
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GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe, Illinois, Florida, and Nebraska.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
What the Team is Saying
What We Do
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together more than 4,100 healthcare providers, and 600 manufacturers and distributors in North America — and another 1,500 providers and 350 suppliers in Europe — who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed, timely and fact-based decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce – not shift – the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year.
Why Work With Us
At GHX we’re a hardworking innovative team, championing new technologies that boldly advance the healthcare supply chain. Our inspiration? To enable better patient care and deliver big cost savings. The work of our diverse team of talented and dedicated professionals impacts healthcare for the better every single day.
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