IT Customer Success Director

GENERAL SUMMARY:

Provides vision and leadership for developing, implementing, and optimizing Epic Community Connect program. Leads and enhances the customer success initiatives within the Information Technology (IT) division and reports into the Chief Information Officer. This role is pivotal in ensuring that our Community Connect partners achieve desired outcomes while using Epic and related systems and services. Develops and implements strategies to drive customer engagement, retention, satisfaction, long-term partnerships and partner advocacy growth. Key responsibilities include overseeing a team of customer success managers, establishing metrics to measure success, and collaborating with cross-functional teams to align product offerings with organization priorities and customer needs. Collaborates with IT leadership to align resources and timelines to meet customer needs, manage escalated customer issues and gather feedback to inform delivery improvements.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
2. *Effectively plans and executes high-quality business activities, balancing customer interests with financial requirements and Community Connect strategic planning.
3. Assesses and updates the Community Connect pricing model to ensure costs are accounted for and included in the model, and updates, as necessary.
4. Establishes Community Connect program budgets and ensures expenses and revenues are consistently captured.
5. Estimates, tracks, and reports on internal resources needed and consumed to implement and support the Community Connect program.
6. *Acts as an advocate for the organization's Epic Community Connect vision via regular written and verbal communications with the organization's executives, department heads and Community Connect partners and prospects.
7. *Stays current with trends and issues in the healthcare industry, including current technologies and pricing models. Advises, counsels, and educates executives and IT leadership on Community Connect trends.
8. *Assesses and communicates risks associated with Community Connect investments. Defines and communicates corporate plans, policies, and standards for the organization for implementing, operationalizing, and sustaining Community Connect partnerships in collaboration with IT and operational leaders.
9. Collaborates with legal and finance to ensure Community Connect agreements and contracts are updated as business risks and the marketplace evolves and provides periodic reviews of existing agreements to determine if updates are needed.
10. *Completes staff performance appraisals ensuring staff competence while emphasizing staff retention strategies through coaching and individual development.
11. Develops and delivers an Epic Community Connect roadmap for the optimal customer partnerships. Maps the organization's Community Connect program to strategic goals.
12. Develops financial pro forma and contracting for Community Connect prospects.
13. Monitors, measures, and optimizes the Bryan Health Epic Community Connect program.
14. Scans the external marketplace and continuously evaluates and optimizes the Bryan Health Epic Community Connect program.
15. Partners closely with IT peers to ensure alignment of the Epic Community Connect strategies with overall technology policies and practices.
16. Partners across Revenue Cycle, Advancement, Patient Experience Team, and other key stakeholders throughout the enterprise to ensure alignment of the Epic Community Connect program strategy with business objectives.
17. Directs Community Connect Success Managers to coordinate design, build, testing, implementation, and optimization of the Community Connect applications and technologies. Ensures integration of all systems through industry standard project management methodologies and practices.
18. Acts as a liaison between Community Connect partners and the Bryan Health Executive, IT, and operational teams, and ensures Community Connect partners' needs are effectively addressed through the governance processes.
19. Continues to advance the Bryan Health Epic Community Connect governance processes in collaboration with the PMO Director through the Bryan Health IT governance structure.
20. Follows Epic Community Connect best practices for expansion, staffing, implementation, and other guidance.
21. Establishes and maintains open lines of communication among the project teams, vendors, and leadership.
22. Works closely with the project leadership team to develop and maintain team-level work plans, and status reporting for the application and technical team leads. Works with the IT directors to ensure an integrated workflow across the system.
23. Facilitates the identification, documentation, research, and resolution of customer issues. Escalates unresolved issues in a timely fashion to leadership.
24. Works cohesively with other IT directors to ensure seamless solutions are delivered across all venues of care and business units, with an emphasis on safety, patient centeredness and systemness. Works within project framework and promotes project guiding principles to reduce workflow variation and drive high reliability while delivering an engaging end-use experience.
25. In collaboration with Project Director, oversees stewardship of project resources promoting on-time, on-budget execution. Proactively identifies project risks and manages/escalates as appropriate.
26. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
27. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*." Refer to the Job Description Guide for the definition of essential and non-essential job functions.)

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of Epic system and healthcare third-party platforms.
2. Knowledge of applications and coordination of information systems.
3. Ability to support and meet the values and standards of the organization to safeguard patient and business/operational information.
4. Ability to be hands-on and utilize technical knowledge.
5. Ability to effectively negotiate contractual agreements.
6. Ability to demonstrate a clear vision and gain followership for that vision.
7. Ability to convert a vision into a technical roadmap.
8. Ability to lead by example to complete set tasks and deliver on strategic priorities.
9. Ability to prioritize, influence effectively and make decisions when dealing with multiple competing pressures.
10. Ability to manage, direct and evaluate employee performance.
11. Ability to lead teams and work as a team member.
12. Ability to communicate effectively both verbally and in writing.
13. Ability to effectively interact with clients having a broad range of computer knowledge and ability.
14. Ability to organize, prioritize, and implement work assignments.
15. Ability to adapt to and effectively perform work functions in emergency and high-stress situations.
16. Ability to plan for and act on changes in the business and market environment that impact current business plans and processes.
17. Ability to maintain confidentiality relevant to sensitive information.
18. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

Bachelor's degree in related field required. Master's degree in a related field required within four (4) years of hire. Minimum of five (5) years' experience in information technology, healthcare, customer relations, or any combination of experiences and (5) five years' leadership experience as an Operations Director, Clinical Director, or IT Director required.

OTHER CREDENTIALS / CERTIFICATIONS:

None

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) - Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

This position is responsible for working with all assigned areas. Regular Travel (including overnight) may be required based on the needs of the organization.