Director, Customer Success
We create technology with heart for the health of every person in the world.
Buoy builds a free digital health tool that helps people from the moment they get sick start their health care on the right foot. Started by a team of doctors and computer scientists working at the Harvard Innovation Laboratory in Boston MA, Buoy was developed in direct response to the downward spiral weve all faced when we attempt to self-diagnose our symptoms online. Buoy leverages artificial intelligence powered by advanced machine learning and proprietary granular data - to resemble an exchange you would have with your favorite doctor to provide consumers with a real-time, accurate analysis of their symptoms and help them easily and quickly embark on the right path to getting better. Buoy is based in Boston and was founded in 2014.
We are looking for a seasoned client-facing professional to create near and long term value and build trusting relationships with our customers. In the role of Director, Customer Success your role is to oversee a portfolio of assigned customers as their main point-of-contact, manage deployment of our product with the client, create and execute success plans that lead to contract renewals and revenue growth, and identify opportunities to cross sell new business.
In a typical week, you may:
Serve as the lead point of contact for all customer delivery and support matters
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Build and maintain strong, long-lasting client relationships
Negotiate contracts and close agreements to maximize profits
Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Identify opportunities for expansion of business with existing clients and/or identify areas of improvement to meet revenue objectives
Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
Prepare reports on account status
Collaborate with Sales/Business Development team to identify and grow opportunities within territory
Assist with challenging client requests or issue escalations as needed
Bachelors degree required
2+ years experience in customer success/ account management
Experience with employer and/or health plan customers and solutions preferred
Advanced problem resolution skills and communication abilities
Excellent word processing and spreadsheet skills
Ability to anticipate customers needs and match them with appropriate products and services
Comfort with working under pressure in a fast-paced environment