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Director of Customer Success

Corti

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Customer Service, Sales & Business Development

Copenhagen, Denmark

Posted on Wednesday, February 21, 2024

There is no quality healthcare without a quality dialogue. Today, that dialogue is broken; we need you to help us fix it.

Imagine being paid to talk about something awesome?

Corti is one of a handful of global organizations that can honestly claim to be shaping the ways in which skilled professionals interact with and benefit from the most sophisticated AI technologies.

Corti has built the world's first patient routing platform that helps providers triage, document, quality assure, and code patient engagements. Entire countries like Sweden and Scotland trust Corti to deliver better healthcare, and Corti has never churned a customer since its inception in 2016. In 2024, we’re getting serious about how we market these ongoing achievements and the value they present to an overburdened and increasingly fragmented healthcare system.

As the Director of Customer Success for the Scandinavian Territory, you will be responsible for maintaining and growing the Scandinavian market by managing customer relationships, ensuring successful deployments, and driving revenue growth. You will own both Public Safety Answering Points (PSAPs) and healthcare institutions in the Nordic countries, leading a small team to deliver top-tier customer support, deployment, and maintenance. This role is essential to maintaining and expanding our presence in the Scandinavian region.

What will you do?

Territory Ownership: Take ownership of the Scandinavian market, including healthcare institutions and PSAPs in the Nordic countries, and develop a deep understanding of customer needs, challenges, and opportunities.
Team Management: Lead and mentor a small team of customer success professionals, providing guidance, support, and performance coaching to ensure the successful deployment and maintenance of Nordic customers.
Customer Engagement: Develop and maintain strong relationships with key customers, acting as their advocate within the company, and ensuring their needs are met.
Revenue Growth: Identify opportunities for upselling and cross-selling our products and services to existing customers to drive revenue growth in the Scandinavian territory.
Customer Onboarding: Ensure efficient and effective onboarding processes for new customers, with a focus on time to value and a seamless deployment experience.
Customer Satisfaction: Monitor customer satisfaction, collect feedback, and take action to address issues and improve the overall customer experience.
Retention: Work diligently to improve customer retention and reduce churn, implementing strategies to enhance customer loyalty.
Referenceable Customers: Collaborate with customers to create success stories and references, showcasing their positive experiences with our solutions.

What background we’re looking for:

Contracting and negotiation experience
Proficiency in Excel and PowerPoint
Danish speaking (bonus for Swedish)
Data analysis skills
Ambitious and curious mindset
Takes ownership of tasks and projects
Leadership experience (2-5 years)
4-10 years of customer success management/account management experience

KPIs

Time to Value: Minimize the time it takes for customers to realize value from our solutions. New deployments should be less than 90 days for standard deals and no more than 10% over forecasted TTV for non-standard deals.
Revenue Retention: Ensure a high level of revenue retention within the Scandinavian territory. Corti always strives for full retention of revenue across all customers and sets a high goal of 97% revenue retention for all signed deals.
Upsell Revenue: Drive incremental revenue by identifying upsell opportunities and successfully closing deals. In the above aforementioned pipeline review meeting we will also align on a quarterly upsell goal for the full Scandinavian book of business.
Referenceable Customers: Cultivate referenceable customers to share their success stories. Corti seeks to make at least 50% of customers referenceable within 6 months of go-live.
Time to Contract and Conversion Ratio after Discovery Meeting: With your experience in the space, we expect to see an expedited time to contract and increased conversation ratio for prospects that get through a discovery meeting with us. Each quarter, we will all align on a goal for the given quarter in a pipeline review meeting where we evaluate the current pipeline and assess a feasible goal.

Ready to dive into the world of Corti? Hit that 'Apply' button, and let's start working together on reshaping the dialogue in healthcare, making a real difference for millions of patient outcomes around the world.

🤝 Bringing in top talent from all backgrounds is crucial in our pursuit to improve the world of healthcare. We encourage applications from all people and do not discriminate based on race, religion, national origin, gender, sexual orientation, age, and/or disability status.

At Corti, experience comes in many forms, and we’re passionate about creating teams with a multitude of perspectives! If you believe your experience is close to what we’re looking for but not an exact match, we still hope you’ll consider applying!