1+ months

Director of Customer Success - Commercial

Humana
Boston, MA 02133
Description The Director of Customer Success will play a key role in partnering with the Employer Group (EG) Commercial Segment in overseeing Clinical and Pharmacy Solutions (CPS) performance within the Segment. This person will be accountable for increasing meaningful product adoption across all clinical product portfolios. This is an exciting opportunity to join Humanas rapidly growing clinical product and customer success organization. This role will have strategic oversight and will be the driver of identifying and optimizing all CPS opportunities within the Segment.The Customer could mean members, providers, caregivers, care teams, or brokers depending on the context. Partners could mean Humana segments, markets, providers, or vendors depending on the context. Clinical products include but are not limited to Virtual Care, Behavioral Health, Utilization Management, Care Management, Care Delivery, and Pharmacy.This role will have the accountability to identify EG innovation needs and to elevate successes and gaps to the relevant Clinical Product Managers and/or CPS leaders. If you can drive complex initiatives at a fast pace and are known for your incredible leadership and execution skills, we cant wait to meet you. Responsibilities Scope The Director Customer Success will own and manage relationships within all parts of the Segment to fully understand how clinical products contribute to the EG strategic and financial goals. You will be accountable for the product uptake of the segment. This role will have direct influence with Product and Segment leaders at Humana, as well as external entities such as Employer Groups, Brokers, and Provider Practices. Impact of the Role + Results delivered by this leader have a direct impact on clinical and member experiences + Results have a direct impact on ability to achieve trend savings + Contributes to Segment outcomes + Financial accountability to drive CPS product growth in the EG segment Key Responsibilities + Become embedded with the Segment to allow for a deep understanding of needs and close relationships with Segment leaders + Identify needs and take accountability to be a strategic conduit in both directions: Identify needs in the Segment and elevate them to CPS; Based on identified needs and success criteria, recommend or customize the most relevant CPS offerings from the full portfolio for the Segment + Collaborate with product leaders on launch, trend and Test & Learns + Meet regularly with aligned Segment Leaders to identify clinical/quality/financial needs and share best practices + Meet regularly with Clinical Product Managers and Service Line Leaders to understand CPS product portfolio and communicate emerging market and division needs + Accountable for influencing the success of strategic product launches & adoption in the Segment + Collaborate with cross-functional teams to drive meaningful adoption and performance of the clinical product portfolio across the Segment. Clinical products include but are not limited to Virtual Care, Behavioral Health, Utilization Management, Care Management, Care Delivery, and Pharmacy + Provide ongoing support to build and cultivate partner trust + Facilitate issue resolution between Markets in the Segment and CPS + Work effectively with the following functions and related roles: Division/Market/Segment Leaders, Clinical Product Leaders, other Customer Success Partners, and CPS Operational Leaders Primary Measures of Success + Alignment and adoption of CPS products in the Segment line of business + Product uptake (percentage of eligible members actively using the product) + Market/line of business satisfaction (360-degree feedback) + Quality measures Required Qualifications + Bachelors degree + Commercial experience or exposure + Healthcare experience, either in the managed care or provider spaces. + Ability to drive significant transformation + Solid track record of driving meaningful adoption for products/programs that achieved clinical and financial outcomes + Experience working in cross-functional, matrixed environment and ability to lead through influence + Competence working on very large and most complex assignments + Strong ability to drive cross-functional teams to alignment in the midst of ambiguity + Ability to adapt quickly and juggle multiple competing priorities in a fast-paced environment + Strong verbal and written communication skills with the ability to comfortably and effectively communicate with a variety of business leaders from operators, to physicians, to management + Both quantitative and qualitative analysis experience, with the ability to drive to trend identification and actionable insights + Travel up to 50% + This position can be remote, preference will be given to candidates residing in Central or Eastern time zone Preferred Qualifications + Large group experience strongly preferred + 10+ years experience in a combination of strategic account management, sales, product management or general management + Experience with Health technology products + Experience in establishing Customer Success function + Track record of driving clinical product adoption + Creative, articulate professional who can help introduce, develop and promote new business ideas into the Commercial Segment + Strong interpersonal skills; demonstrated ability to work collaboratively with a wide range of individuals at all levels Scheduled Weekly Hours 40 About Us Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms when and where they need it. Our employees are at the heart of making this happen and thats why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first. Equal Opportunity Employer It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailbox_tas_recruit@humana.com for assistance. Humana Safety and Security Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact mailbox_tas_recruit@humana.com to validate the request. <>

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Posted: 2019-12-23 Expires: 2020-02-21

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Director of Customer Success - Commercial

Humana
Boston, MA 02133

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