Director, Strategic Operations (Customer Success)

Stellar Health

Stellar Health

Customer Service, Sales & Business Development, Operations
New York, NY, USA · Remote
Posted on Friday, May 31, 2024

About Stellar Health:

Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.

At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.

Stellar is a US-based Health-tech backed by Top VCs (General Atlantic, Point72, & Primary Venture Partners)​​ with an established product & proven operating model. We’ve shown that we make a real difference for physician practices and their patients.

About the position:

The Director, Strategic Operations (Customer Success) will be responsible for owning the performance of some of our key customer relationships for 2024, as well as for managing a high performing team of Strategic Operations Leads and Associates to hit their goals. Our Strategic Operations Team is responsible for driving the success of our payor relationships, and partners closely with our Sales, Provider Operations, BI, and Technical Implementations Teams to get this work done.

Reporting to our VP, Strategic Operations, this role will be accountable for:

  • Managing to Customer Success, which includes everything from strategic program design and implementation to managing cross-functional internal resources to demonstrate the value creation of our tech and services
  • Defining success within each customer as part of the sales/onboarding process, and continuously tracking and refining those goals as needed
  • Customer Relationship Management; ensuring that Stellar is seen as a trusted partner
  • Communicating progress to various stakeholders, both internal and external to the organization

What you’ll do:

  • As the go to person for key, strategic accounts, lead program design and execution, including:
    • Setting the right targets and success metrics
    • Designing challenges and promotions to influence user behaviors and drive performance
    • Leading business analysis necessary for identifying tactics needed to hit customer goals
    • Identifying other tactics to help ensure we hit goals
  • Participate in program scoping during late sales conversations
  • Manage and develop small team of high performing individuals
  • Effectively project manage the customer onboarding process, ensuring we are staying on track and continuously keeping key stakeholders updated on blockers
  • Lead Program Governance, including running Steering Committees and providing operational and reporting touchpoints
  • Work with internal cross-functional groups on goal setting and progress tracking including:
    • Collaborating with Technical Implementation and Provider Operations teams to support goals related to onboarding and performance
    • Collaborating with Product, Implementation, Operations and Engineering on product/process improvements
    • Partnering with our Growth team on multi-year account planning and expansion opportunities

As Director, Strategic Operations (Customer Success) you should have:

  • At least 8 years of experience in a Customer Success role, with measurable increasing responsibility and scope as you have advanced in your career
  • At least 2 years of people management experience and a track record of success leading teams
  • Healthcare experience is required; VBC experience is preferred
  • Genuine excitement about Customer Relationship Management (you want your customers to be successful!), coupled with the ability to know when to say “no” to a customer’s request
  • High EQ and high empathy - you’ll be an exceptional partner to your stakeholders and mentor to junior team members
  • Excellent data analysis skills, demonstrated through knowledge of Excel and the ability to drive insights from data
  • Excellent executive presence and presentation skills, demonstrated by your ability to quickly gain rapport and adjust your messaging to different types of audiences

Pay:

The salary range for this role is $190,000 - $220,000 and will be eligible for an annual performance based bonus and equity grant. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.

Perks & Benefits:

Stellar offers a carefully curated selection of wellness benefits and perks to our employees:

  • Medical, Dental and Vision Benefits
  • Unlimited PTO (and ask our recruiting team about the ways we make sure employees are actually taking PTO)
  • Universal Paid Family Leave, with up to 21 weeks of fully paid leave available to new parents and caregivers
  • Company sponsored One Medical memberships and Citibike memberships
  • Medical Travel Benefits
  • A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
  • Stock Options & a 401k matching program
  • Career development opportunities like Manager Training, coaching, and an internal mobility program
  • A broad calendar of company sponsored social events that for our in-office and remote employees

Diversity is the key to our success. Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

Stellar Health Employment Privacy Notice

At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team.

  • Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @stellar.health email address.
  • Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.
  • We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health email address.

If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact people-team@stellar.health. If you believe you've been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission.