Director of Customer Success


Atlanta GA


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Job ID: EB-1212943381
Category: Technology
Location: Atlanta, GA

The Director of Customer Success is responsible for:

• Leading, managing, and supervising other members of the implementation team
• Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
• Acting as the project manager for large customer onboarding
• Deploying our platform using a consultative approach that assists customers in meeting their strategic goals while simultaneously quickly achieving value
• Translating both customer and our strategic goals into actionable metrics, developing measures of success and action plans
• Defining program scope, goals, and deliverables that support business objectives in collaboration with senior management and key stakeholders
• Identifying opportunities for continuous improvement
• Overseeing and coordinating all aspects of projects, working with multiple departments and stakeholders to ensure tasks are completed timely and accurately
• Developing detailed work plans, schedules and status reports
• Acting as a single point of contact for projects, interfacing with all areas affected by the project including end users, management, IT and cross-functional departments, and both customer and internal resources
• Conducting project meetings and taking responsibility for project deliverables, tracking and reviewing all deliverables
• Creating and maintaining regular project status reporting for internal stakeholders and leadership.
• Recommending and act to direct analysis and solution to problems
• Serving as practice’s application expert and advocate; ensuring product set up consistent with practice’s needs and enterprise client’s goals
• Maintaining flexibility and ability to apply project management expertise and discipline to other key initiatives within us, including special projects, strategic efforts, etc.
• Participating in project forecasting, including kick-off dates, launch dates, effort, and financials
• Providing training for assigned accounts, as needed, on all aspects/roles of the application
• Supporting the management of the client relationship by managing practice relationships and fostering an environment that will lead to additional product adoption with the client base

What You Should Have:

• Ability to lead, motivate, and manage a team while keeping the focus on strategic objectives
• Demonstrated the skill to drive and deliver multiple Customer engagements
• Strong planning and project management skills, ability to execute within an established timeline
• Excellent time management skills, including adhering to work schedules and activities with the ability to multi-task
• Effective communicator, collaborative, customer-focused
• Strong interpersonal, presentation, and communication skills and comfortable interacting with top hospital leadership
• Ability to manage multiple, simultaneous tasks and deadlines; prioritize effectively and handle shifting priorities smoothly and professionally
• Superior problem-solving skills

 Education AND Qualification:

• A Bachelor’s degree in a relevant field
• 10+ years of experience in implementing business solutions in Healthcare IT
• Familiarity with healthcare information systems, formats, and languages such as: HL7, ICD-10, ADT, ORU, CDA, etc.
• Experience working with hospital EMR systems
• Experience interfacing with internal development engineering team in terms of feature and implementation requirements, user acceptance testing and release milestones
• Proficiency in MS Word, Excel, Outlook, and PowerPoint required
• Basic proficiency in MS Project or other PM tools and PMP methodology


• Passion for working for small and high-growth organizations.
• Self-starter who is hungry to take on new professional challenges, and looking for roles with growth potential.
• Self-motivated and believes in getting things done.
• Reliable, Trustworthy, and possesses Professional Integrity.
• Stable job history; Startup/entrepreneurial experience a real plus

BrainWorks is a premier executive search firm that delivers superior talent to drive business performance. Our consultants are experts in their practice areas, which include Information Technology; Consumer Products, CRM, Direct/Database Marketing and Customer Sciences/Advanced Analytics; Accounting and Finance; Private Equity and Portfolio Companies; Digital Marketing and eCommerce; and Consumer Insights and Market Research

Our Technology Practice has deep expertise understanding how technology executives drive business performance. We have placed mid to senior level talent including CIOs, CTOs, and leaders in Development, Infrastructure, Data Management and E-Commerce.

BrainWorks prides itself on quality, speed and GUARANTEED RESULTS, delivered through our unique QUASAR approach. When you partner with BrainWorks, your company will receive intelligence and industry expertise from consultants who are trustworthy, caring and passionate about your business needs. https://brainworksinc.com.

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