Now Hiring - Findhelp - Director, Customer Happiness Executives/Strategic Accounts in Madison, WI

Responsibilities and Duties:

• Develop & maintain trusted advisor relationships with executive sponsors, government officials and/or customer stakeholders
• Communicate findhelp’s vision of the future of social care and how technology can support customers in achieving their goals
• Create strategic account plans to achieve the organizational goals of our customers
• Drive contracts, renewals, and expansions
• Serve as the main escalation point for customer leadership, manage expectations and timelines for both the client and internal personnel
• Regularly monitor customer health, proactively identify risks, and create/manage action plans for risk mitigation
• Develop leading practices and and initiatives that support social care outcomes for our customers
• Develop and deliver executive business reviews on a regular cadence
• Advocate for the customer, champion their success, including for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go
• Develop industry, regional, government sector, and state specific strategies for customer portfolio, such as opportunities for collaboration with customers, specific industry/state initiatives, building relationships with community partners, etc
• Create and share materials to support internal and external marketing
• Lead customer-facing webinars or User Group Meeting presentations to share insights, leading practices, and industry trends
• Collaborate with the Customer Success team to build a thriving department and foster the overall success and adoption of findhelp and the people we serve

Qualifications:

• 8+ years experience in account management, customer success, sales, equivalent public sector work or organization leadership
• Bachelor's degree or equivalent experience
• 5+ years experience managing or leading a team
• 5+ years working with the C-Suite
• A strong desire to use your job and mind to make the world a better place for people in need
• Experience with technology and ability to learn new technologies quickly; SaaS experience preferred familiar with SaaS application support requirements
• Superior communication, networking and relationship skills, and demonstrated ability to communicate/present effectively at all levels of the organization
• Health plan, Government or government contracting experience strongly preferred
• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
• Customer-focused, enthusiastic, positive and service-oriented
• Intrinsically motivated, results-oriented, data focused and ambitious
• Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
• Interest in social determinants of health, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
• Ability to travel to conferences, trade shows, and some customer locations

• 401k & stock options
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Health, dental, and vision insurance
• Pet-friendly office with attached dog park at our Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

• Culture Committee
• Leadership Development Training
• Paid Volunteering Time