VP of Customer Success

| Austin

Role: VP / Sr Dir / Dir of Customer Success

Reports to: SVP, Customer Success

Department: Support

Location: Austin, Texas

Summary

ClearDATA is seeking a talented Customer Success Leader to join our rapidly growing company. This is an excellent opportunity for you to leverage your customer relationship, technical and operations expertise at the intersection of Healthcare, Security and the Cloud.

The VP / Sr Dir / Dir of Customer Success is responsible for the strategy, tactics and daily operations of our Customer Success organization for a customer segment in partnership with the VP of Sales. This begins with the sales process and continuing post sale, through onboarding, managed services, ongoing product support, and professional services. S/he will ensure that the direction and execution of these teams are in alignment with the overall strategic goals and vision of ClearDATA.

This is a leadership role that requires significant cross-department collaboration. S/he will engage closely with Sales to ensure that customers are transitioned from Sales into Delivery seamlessly. S/he will also engage closely with Product Development to provide feedback for continual service improvement for all products and services. S/he will engage closely with Finance to manage operational expenses in the delivery of Customer Success services.

We are looking for people that want to always be doing more and learning more and are willing to work to make it happen.

What You’ll Do:

  • Set, manage and achieve quarterly and other goals within the Customer Success organization to help meet individual and organizational objectives

  • Responsible for the direction and strategy and quality of implementations, support and managed services, and professional services

  • Coach, train and develop team into top performers through goal-setting, planning and frequent one-on-one interaction

  • Contribute to customer journey mapping, process improvement, and product development

  • Collaboratively work with all parts of the organization to drive customer experience iniatives

  • Responsible for the KPIs and other metrics and contribution to department wide KPIs and other metrics

  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and recommendations

  • Partner with the Customer Success leadership team to set and deliver strategic initiatives of the Customer Success team

  • Responsible for the key personnel-related decisions on your team and accountable for the results of your team

  • Identify and mentor Customer Success Managers, Engineers, and future leaders in the Customer Success organization

  • Build Customer Success organization for management scale in a 24/7 environment

  • Accountable for the customer experience, driving iterative improvement across multiple departments

  • Responsible for successful and disciplined Change Management

  • Responsible for implementation and maintenance of tools as it relates to Operational function and how they integrate with other internal tools.

  • Responsible for Critical Incident Management and will function as the executive escalation point for all escalations

  • Responsible for legal review of SLA adherence and RACI changes from a delivery perspective

  • Partner with Sales as the executive evangelist for customer experience

  • Perform other job-related responsibilities as required

What You Need:

  • Bachelors Degree in Computer Science, Business management or related field

  • 7-10 plus years of related experience

  • Managed Cloud, Managed Services or SaaS experience

  • Proven ability to collaborate and build strong relationships with customers, especially at the Executive-sponsor level

  • Experience in a high-growth environment in support organizations greater than 50 people

  • Experience with 20k or greater per month customers

  • Excellent verbal and written communication skills

  • A strong and passionate desire to learn

  • Occasional travel to meet with customers may be required (estimated 25%)

What Will Make You Stand Out:

  • Experience with AWS, Azure, or GCP is a huge plus

  • Experience in the healthcare IT industry

  • Experience in a high-growth VC backed environment

Why You’ll Like Working Here:

  • Dynamic company that rewards high-performers

  • Be on the cutting edge of new technologies and services

  • Collaborative team environment that values multiple perspectives and fresh thinking

  • Servant leadership Management

  • Business-casual dress code

  • Flexible working hours

  • Medical, Dental, Vision, HSA, Life and 401K

  • Stock options

  • Unlimited Vacation

ClearDATA is an EEO/AA employer M/F/V/D.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Nodes.JS, KubernetesLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Configuration Management tools like SaltStack, Chef, .... Angular, Serverless, Artificial Intelligence Frameworks
    • AWS based databases, such as RDS, DynamoDB, and RedshiftDatabases
    • ConfluenceManagement
    • SalesforceCRM

Location

We are located in the center of downtown Austin, corner of 6th & Congress. Our funky office space is in the Scarbrough Building, built in 1909.

An Insider's view of ClearDATA

How would you describe the company’s work-life balance?

Our SFO team is a heads down, focused group of dev engineers, but ClearDATA culture-team makes sure we also carve out time to just unwind and enjoy life.
June 2018: "Although today’s mission was to not flop the Kayak, the other days it’s just to build things and make magic happen. Good Day, great team!"

Yousef

Software Engineer, SFO office

How do you collaborate with other teams in the company?

I’m inspired & learn something new every time I collaborate with other teams at ClearDATA. Passion for improving healthcare spans all aspects of our organization, every day. Although various teams may have competing priorities, we’re unified and grounded by this goal. The outcome always enables our customers to improve healthcare.

Angel

DevOps Technology lead

How has your career grown since starting at the company?

In the short time, I’ve learned so much, gained so many new skills. I believe now that I am on a path to mastering one of the hottest, most sought after technologies in an industry that sorely needs it! I am so grateful to ClearDATA for giving me the opportunity to grow, delivering on our mission to make healthcare better every day.

Kristin

Major Account Executive

How do your team's ideas influence the company's direction?

Our Product team is challenged to keep up with the incredible speed of innovation from the three largest public cloud providers; AWS, Google, and Microsoft. They are empowered to work with the newest public cloud services and build automation, compliance, and security rigor around each of those services, used to service healthcare.

Matt Ferrari

CTO

How does the company support your career growth?

ClearDATA has helped my career in many ways as an Engineer. I speak directly with customers, learn how they are changing the future with technology, and help with their security and compliance. Seeing the impact we make on our customers makes me look forward to waking up and being part of the ClearDATA team every day.

Roshni

Technical Product Manager

What are ClearDATA Perks + Benefits

Culture
Volunteer in local community
Intracompany committees
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Not a keg, as we love trying the latest local craft beer.
Casual Dress
Commuter Benefits
Company Outings
Monthly themed All-Hands, End of Year/annual Holiday Party Event, team outings, and more
Game Room
Cornhall game and Foosball
Some Meals Provided
Every Tuesday is Taco Tuesday at ClearDATA. Tiff's Treats cookie cart passes out cookies on Wednesday afternoons. Monthly company-wide meetings include catered meals.
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Leadership mentoring.
Customized development tracks
Paid industry certifications
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