Director, Customer Success

What you will be doing: Given our business model, where our customers have recurring contracts for cost and clinical technology and services, Customer Success is vital to long‑term profitability. We will not be successful unless our customers are receiving value from our technology and services. As such, the director will own driving success for an assigned subset of our largest strategic members (i.e., top revenue, highly penetrated accounts). This role includes responsibilities for the Customer Success member activities (e.g., adoption, advocacy, retention, account plan development, customer satisfaction, frequent cadence with stakeholders and economic buyers) and outcomes (revenue growth through expanding technology/consulting, building multi‑threaded relationships at mid and C‑suite levels, documented and validated ROI/Value for each account, meeting/exceeding renewal rate goals) for their assigned accounts. This position will ensure a subset of our largest, strategic members are maximizing the value of the Premier relationship, with a significant focus on understanding each account’s strategy, areas for improvement (Financial & Quality) market drivers and positioning Premier’s solutions. Key Responsibilities: Relationship development and growth – executive & functional stakeholders Renewal rate with increase in contract dollars versus a write down ROI/Value that the customer can articulate when asked Revenue/Bookings goals Net Promoter Score (economic buyer and other stakeholders) for accounts served Work and function as an integral part of Premier’s member‑facing teams which includes business units, sales, group purchasing, product, marketing and advisory services – working to ensure that members will be successful in an era of healthcare reform integration and beyond. Required Qualifications: Work Experience: 7 or more years applicable experience Education: Bachelor’s degree (required) Preferred Qualifications: Skills: Competencies in understanding a broad range of healthcare industry challenges, account management, healthcare technology clinical and/or financial, and a track record of hands‑on experience of meeting/exceeding goals. Experience: Consulting Business Intelligence SaaS Education: Master’s degree (preferred) Additional Job Requirements: Remain in a stationary position for prolonged periods of time Be adaptive and change priorities quickly; meet deadlines Attention to detail Operate computer programs and software Ability to communicate effectively with audiences in person and in electronic formats Day‑to‑day contact with others (co‑workers and/or the public) Making independent decisions Ability to work in a collaborative business environment in close quarters with peers and varying interruptions Working Conditions: Remote Travel Requirements: 1–20% within the US Physical Demands: Sedentary: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Jobs are sedentary if movement is required only occasionally, and all other sedentary criteria are met. Premier’s compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive to attract and retain talented and highly skilled employees. Premier’s internal salary range for this role is $113,000 – $188,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills/experience, and geographic location. Premier utilizes a wide‑range salary structure to allow base salary flexibility within its ranges. Benefits: Health, dental, vision, life and disability insurance 401k retirement program Paid time off Participation in Premier’s employee incentive plans Tuition reimbursement and professional development opportunities Premier at a glance: Ranked #1 on Charlotte’s Healthiest Employers list for 2019, 2020, 2022, and 2023 and 21st Healthiest Employer in America (2023) Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 16th year in a row Modern Healthcare Best in Business Awards: Consultant – Healthcare Management (2024) The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting Perks and discounts Access to on‑site and online exercise classes Premier is looking for smart, agile individuals to help transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people. Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply. EEO / AA / Disabled / Protected Veteran Employer. Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief. If you need assistance in the application process, please reply to or contact Premier Recruiting at . Information collected and processed as part of any job application you choose to submit to Premier is subject to Premier’s Privacy Policy. #J-18808-Ljbffr