Director of Customer Operations

Posting Date: 10/08/2018
Closing Date: 02/01/2019
Posting Level: Executive/Senior Level

Why Work at VuMedi?

* Career defining opportunity to scale a digital health product and growing organization
* Influential role to build the culture, team, and processes
* Early stage stock with significant upside
* Be a part of a company that is beloved by doctors and improves patient care every day

About The Role

At VuMedi, we are looking for team-oriented, intellectual athletes. Our fast-paced environment means you’ll be able to quickly see the impact of your contributions on the success of our company, and see the product of your time and energy make a difference in people's lives. The Director of Customer Operations/Success will be responsible for managing and further developing our amazing team of Customer Success Managers, and helping our team provide the highest level of service and guidance to customers throughout the VuMedi platform. The ideal candidate will have previous experience leading and growing top performing customer success teams within a healthcare-focused digital world.

What You’ll Do

* Create and improve customer-facing processes across the company and align initiatives across teams
* Lead, mentor, and inspire a team of Customer Success Managers
* Develop, track and analyze new KPIs that can drive renewals and further investments by our partners
* Build meaningful relationships with customers and key stakeholders by making informed recommendations and action plans
* Actively solicit feedback from external and internal customers, users, and other stakeholders, identify ways to optimize each step in the customer lifecycle and drive engagement
* Be a powerful advocate that identifies customers challenges, anticipate issues and identify opportunities to systematize solutions to support a growing customer base and team
* Work closely with engineering and sales to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization
* Work in partnership with our executive team to meet and exceed sales goals

About You

* Customer-focused leader, who is experienced at growing top performing teams and improving operational processes
* Naturally possess a high level of empathy and play close attention to the needs of customers
* Skilled at communicating cross-functionally with engineering and sales teams, customers and users. Able to mediate between groups competing for engineering resources
* Highly consultative, business savvy, and experienced in making data-driven decisions
* Experience creating scalable processes
* Empathetic to customers needs and care deeply about helping them achieve their goals


* At least 5 years of professional experience, with at least 2 years in a customer operations leadership functionality
* Experience working in high-growth, performance and deadline driven environment
* Excellent interpersonal and communication skills within all areas including verbal and written are required
* Experience negotiating contracts
* Experience with Salesforce preferred

Learn more about VuMedi:

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