Director, Customer Success

About conversationHEALTH

Welcome to conversationHEALTH! We are a fast-growing conversational AI company that specialized in the development of chatbots for the Life Sciences industry. We are based out of the MaRS Discovery District in Toronto and our SaaS product and consulting services are helping healthcare focused companies re-imagine how they engage HCPs, patients and consumers.


conversationHEALTH was built to increase engagement, education and support of healthcare stakeholders, especially those critical to successful health outcomes. Our

customers are all top-tier pharmaceutical and biotech companies, and our work is both brand, medinfo, and enterprise-level in nature.


If you’re looking for a path to fast growth, an opportunity to truly lead, want to join an AI health-technology company that’s becoming an industry benchmark, check us

out.


About the opportunity

Responsibilities

Directors, Customer Success are the stewards of client relationships at conversationHEALTH and are responsible for client engagement, our client’s overall

success using our product, and the health and growth of our business vertical in the client’s portfolio. 


As a Director, Customer Success, you are responsible for building and leading your assigned client team with a focus on delivering exceptional value.  You will deliver

against and help drive the Client Success strategy focused on delivering our key Client Success goals, including:

  1. Growing conversationHEALTH solution(s) with existing Pharma clients
  2. Maximizing customer satisfaction and advocacy
  3. Driving strong renewal rates for Managed Services and Licensing
  4. Identifying expansion opportunities in partnership with the Business Development team


Functional skills:


Client Leadership

Shows a strong understanding of client business and business drivers and can manage

senior-most client relationships


Strategic Leadership

Develops and deploys strategies, action plans and playbooks to improve the customer

experience, increase customer retention and enable account growth


Business Development

Has professional peer relationships in client organization and plans for mutually

beneficial growth with clients


Core skills:


Teamwork & Collaboration

Builds and maintains relationship with senior stakeholders at conversationHEALTH and with strategic, global accounts


Communication Skills

Simplifies the complex and communicates clearly with colleagues, clients and partners 


Productivity

Thought leader in the Client Success organization and leverages latest best practices and tools


Accountability

Owns the work output of the Client Success organization and broad client satisfaction


Motivation/Initiative/Commitment

Proven leader and motivator, with deep experience building and leading teams


Requirements

  • Bachelor's degree 
  • 5+ years of proven client success, agency and/or consulting experience in Pharma
  • 2+ years of experience working in Pharma and/or software and/or SaaS
  • 1+ year implementing enterprise-level software solutions 
  • Strong communication skills and presence
  • The capacity to become a thought leader in the adoption and deployment of conversational AI solutions 
  • Comfort with the ambiguity of a rapidly-growing business 
  • Creative and problem-solver that inspires employees and clients

Benefits

  • Opportunity to work in a ground-breaking industry working with top-tier clients
  • You will be working alongside passionate and talented colleagues, where you’ll be challenged and given the opportunity to lead
  • Competitive compensation, along with excellent health and dental benefits, including a Health Spending Account
  • Our office is located in MaRS Discovery District - a beautiful heritage building bursting with innovation and creativity at Queens Park subway station
  • An additional week of vacation as we observe a holiday closure

conversationHEALTH is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

We thank all applicants for their interest, however only qualified applicants will be contacted.
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