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

Job to be performed in the location listed. Generous benefit package available. Click to learn more.

Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

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