agilon health

Director, Market Success


PayCompetitive
LocationRemote
Employment typeFull-Time

This job is now closed

  • Job Description

      Req#: R003066

      Company:

      AHI agilon health, inc.

      Job Posting Location :

      Remote - USA

      Job Title:

      Director, Market Success

      Job Description:

      We are seeking a dynamic and experienced Director – Market Success to oversee the Technical Success and build out our Regional Market Support and Helpdesk operations. This pivotal role requires a blend of technical expertise, leadership skills, and a customer-centric mindset to ensure exceptional support delivery to our clients. This person will play a critical role in maintaining high levels of customer satisfaction, fostering team collaboration, and driving continuous improvement initiatives within the support organization.

      Market Success Management:

      • Oversee the Market Success Management function, including partner onboarding, relationship management, and proactive support initiatives.

      • Collaborate closely with Product Management and Market Strategy teams to embed Market success leaders within specific markets, ensuring a deep understanding of client needs, industry trends, and competitive landscape.

      • Lead the team in conducting data analysis to identify insights, trends, and opportunities for optimizing partner success and driving product adoption.

      • Drive rollout support initiatives, working closely with Market Success Leaders to ensure smooth deployment of new features, products, or updates to clients.

      Helpdesk Operations:

      • Lead and manage the Helpdesk operations, ensuring efficient handling of client inquiries, incidents, and service requests according to defined SLAs.

      • Implement and optimize Helpdesk processes, tools, and workflows to enhance service delivery efficiency, responsiveness, and quality.

      • Maintain a comprehensive knowledge base and standard operating procedures (SOPs) to facilitate efficient issue resolution, knowledge sharing, and training for support staff.

      Partne r Satisfaction and Escalation Management:

      • Champion a partner -centric approach across the support organization, emphasizing empathy, responsiveness, and proactive communication with clients.

      • Act as a point of escalation for complex technical issues or challenging customer situations, providing timely resolution and maintaining client satisfaction.

      • Conduct regular customer satisfaction surveys, gather feedback, and drive initiatives to continuously improve support quality and client experience.

      Cross-functional Collaboration:

      • Collaborate effectively with other departments such as Market Operations, Product Development & Engineering, to understand and articulate business impact and to advocate for customer needs, influence product roadmap decisions, and drive resolution of technical issues.

      • Work closely with Market Strategy teams to align activities with market-specific goals and initiatives, leveraging data analysis to inform strategic decisions.

      • Partner with Training and Documentation teams to develop and deliver training programs for support staff, ensuring proficiency in product knowledge, troubleshooting skills, and customer service best practices.

      Qualifications:

      • Bachelor's degree in Computer Science , Information Technology, is a plus. Advanced degree or relevant certifications are a plus.

      • Proven experience in a Customer Success role within a technical support or customer service organization, preferably in a SaaS or technology-driven industry.

      • Strong technical background with a deep understanding of software applications, IT infrastructure, and cloud-based technologies. Previous experience in Market Success management and data analysis is highly desirable.

      • Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams, build strong relationships with clients, and influence stakeholders at all levels.

      • Solid analytical and problem-solving abilities, with a data-driven approach to decision-making and a commitment to continuous improvement.

      • Experience with support tools and technologies (e.g., CRM systems, ticketing systems, knowledge bases) and familiarity with ITIL or similar service management frameworks.

      • Proven track record of delivering exceptional customer service and driving customer satisfaction and retention initiatives.

      Location:

      Austin, TX

      Pay Range:

      Salary range shown is a guideline. Individual compensation packages can vary based on factors unique to each candidate, such as skill set, experience, and qualifications.

  • About the company

      agilon health is built for physicians by physicians, as the patient-physician relationship is the cornerstone of care. We allow primary care physicians to take the long view of their relationships with patients, and to be confident in the long-term fin...