Position Summary :
Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.
In the Senior Manager, Customer & Supplier Success role, you’ll be responsible for leading the Success teams and initiatives for the DSSI line of business.
Our Customer & Supplier Success teams are responsible for maintaining and improving the health and success of DSSI’s customer / supplier accounts, which is the full ecosystem of the business.
Focused on relationship-building, system and offering knowledge, and analytics behind the scenes, the CSM / SSM teams empowers DSSI’s customers / suppliers to drive positive change in their organizations and get the most value from DSSI.
The Senior Manager, Customer & Supplier Success drives performance for their teams through strategies and tactics in their designated market space, and serves as the primary point of escalation for their team’s entire territory.
This position works within our DSSI business.
Direct Supply® DSSI®
The DSSI platform connects care providers directly to their unique supply chain networks and delivers data-driven and AI-powered procurement tools to help our customers optimize profitability and efficiency at every turn.
Competencies & Skills Needed :
Communicates Effectively - Demonstrated ability to influence and communicate effectively at all levels of the organization, with Customer organizations, Supplier organizations and internally.
Leads Through Change & Ambiguity - Highly skilled at helping organizations manage through change to achieve desired results.
Experience with software development lifecycle and related methodologies.
Functional and technical excellence required for integration management, including knowledge of various integration methods, protocols, and formats such as APIs, EDI, etc.
Ability to manage multiple projects at the same time.
Effectively Collaborates - Demonstrated ability to cultivate relationships and effectively communicate with all levels of an organization.
Uses strong analytical skills including proficiency with Microsoft Excel, Google sheets, internal reporting tools and an eye for detail to craft reports to inform decision making.
What You’ll Do and Impact :
Lead and develop a team of Customer & Supplier Success professionals who are responsible for the success of all DSSI customer and supplier accounts.
Influence and deliver on key market strategies in focus areas (Procurement Services, Channel Partners, Core Senior Living, etc.
to grow strength of partnerships, identify key macro opportunities and threats, and be the internal expert on the market segment.
With other departmental leaders, create and deploy strategies and tactics to enhance the Success offering and efficacy, influence business strategy and deliver on business objectives with the provider / customer base at large.
Blend success goals with offering and business goals to drive a powerful, strong and growing customer / DSSI relationship.
Keep customers happy, engaged and growing as part of the DSSI ecosystem.
Develop a strong understanding of the DSSI system, features and offering, and match customer needs and goals with our tools and features.
Leverage customer and system analytics to drive system penetration and cross-sell / up-sell opportunities. Drive decision-making with fact-based analytics and provide insights to executive leadership to support integrations and relationship management planning and execution.
Guide customers and internal team members through various stages of the customer journey including onboarding, development and maturity.
Use and improve customer journey, customer health and other internal benchmarking and action-driving tools and approaches.
Work closely with other DSSI leadership including Customer Support, Product Management, Engineering, Marketing and others to assist in executing new product launches, initiatives and processes;
share the voice of customer and market perspective as appropriate.
Other duties as assigned.
Experience :
Bachelor’s Degree in Business, Communications, Computer Science, Information Technology, Operations or a related field
10+ years of Customer Success, Account Management or Sales experience in a SaaS organization
10+ years of experience leading teams directly as well as cross-functional key initiatives
Proven track record of working in a customer-facing role establishing strong customer relationships and delivering on customer and business goals.
Ability to travel by car and / or plane up to 25%
Valid, unexpired driver's license with satisfactory driving record
Additional Items of Interest :
MBA preferred
Customer Success Manager
Our team is growing, and we’re looking to add a Customer Success Manager to our client-facing team! Reporting to our SVP of Sales, the Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty with a portfolio of existing accounts. In addi...
Customer Success Manager – State, Local and Law Enforcement (SLED)
As a Customer Success Manager at i2Group, you will play a pivotal role in ensuring the success and satisfaction of our law enforcement customers. Excellent customer management skills including project management, resolving issues, setting customer expectations, customer training support, and buildin...
Customer Success Manager
Our team is growing, and we’re looking to add a Customer Success Manager to our client-facing team! Reporting to our SVP of Sales, the Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty with a portfolio of existing accounts. In addition, ...
Sustainable Procurement & Supplier Diversity Senior Manager
As the Sustainable Procurement & Supplier Diversity Senior Manager at FIS, your responsibilities will include the ongoing execution, development, and enhancement of our Supplier Diversity and Sustainable Procurement Programs. Manage communications with suppliers offering guidance on Company’s pr...
Customer Success Manager - Wholesale- Midwest
B2B Customer Success Manager for KCP Wholesale’s Channel will sell branded towel, tissue, PPE, and manufactured wiper products of KLEENEX®, SCOTT®, COTTONELLE®, KLEENGUARD®, and WYPALL® to the Office Building, Healthcare, Education, Lodging, Manufacturing, and other end user markets via redistributi...
Customer Support - Client Success Manager
Ask yourself: Do you have excellent communication and customer service skills? Can you effortlessly build and maintain a great rapport with our clients? Are you open to learning and adjusting existing processes? Can you effectively organize and prioritize your time? Are you driven to succeed? If so,...
Customer Success Manager
The Customer Success Manager (CSM) partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract. The Customer Success Manager (CSM) role is a key membe...
Senior Client Success Manager
The Client Success Manager is responsible for developing and maintaining excellent relationships with existing and prospective clients, both internal and external, and driving results related to Product & Technology efforts and general client satisfaction. Immediately, the Client Success Manager wil...
Sustainable Procurement & Supplier Diversity Senior Manager
As the Sustainable Procurement & Supplier Diversity Senior Manager at FIS, your responsibilities will include the ongoing execution, development, and enhancement of our Supplier Diversity and Sustainable Procurement Programs. Manage communications with suppliers offering guidance on Company’s pr...
Customer Success Senior Professional
Support head of Customer Success and Customer Service leadership team to build and grow the Customer Success Program. Customer Success Manager, Account Manager, or a similar customer-facing role. As a Customer Success Senior Professional at Dematic, you will be responsible for developing and maintai...