Director, Customer Success

It’s Time For A Change…

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.

Are we growing? Absolutely about 40% in year-over-year revenue growth in 2018. Are we recognized? Definitely. We have been named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019, and One of the “50 Great Places to Work” in 2017 by Washingtonian. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.

New Century Health merged with Evolent Health in 2018 and continues to lead transformative change in specialty care management as an Evolent company. Within the Evolent ecosystem of provider-centric solutions for value-based care, our New Century Health team focuses on cost and quality improvement for oncology and cardiology specialty care. With more than 15 years of proven results, New Century Health generates insights and drives cutting edge innovation through its clinical capabilities and deep understanding of health care informatics, physician management and health care technology systems development. Together, Evolent and New Century Health are harnessing the power of our combined organizations to improve the health of the nation. Join the New Century Health team and put your passion to work for transforming the U.S. health care landscape for patients, providers and payers.

Who You’ll Be Working With:

The Director, Customer Success will lead a critical function within the New Century Health (NCH) Strategic Accounts team and will oversee a high-performing analyst team who will be tasked with defining, measuring, and articulating customer value in efficient but compelling ways.

What You’ll Be Doing:

• Managing the NCH customer success engine for a diverse network of risk and non-risk payer customers
• Serving as the primary interface with the NCH Data and Analytics group to productize the customer reporting needs
• Developing a roadmap to more effectively standardize and scale NCH customer reporting requirements
• Rigorously refining the messaging and positioning to ensure customer value is succinctly and effectively articulated
• Partnering across different NCH functions (operations, network, etc.) to diagnose and generate action plans to address delivery challenges
• Participating in Account Planning forums to ensure effective execution of quarterly account goals
• Supporting consultative needs around Same Store Growth and Market Expansion activities

Accountable For:

• Delivering on customer success targets
• Achieving Same Store Growth targets
• Business development goals for in-market payer targets

The Experience You’ll Need (Required):

• 5 or more years in a customer success, consulting or customer delivery-type role
• Analytical experience working with data to highlight customer value
• Ability to generate impactful content that supports high-yield customer interactions
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including at the C-level
• Commercial / business development acumen to identify and support renewal and growth strategies
• Effective management and cultivation of high-potential analyst talent
• Strong command of the financial, operational, and clinical elements of payer and/or value-based care businesses and an ability to package this analysis into a compelling value proposition for specific growth opportunities and the partnership overall
• A tenacious partnership ethos with a relentless focus on follow through and maintaining trust
• A steady demeanor with the judgement to determine when to escalate and how to prioritize competing inputs
• The intellectual curiosity to get to the bottom of partner issues and opportunities and the willingness to roll up sleeves and work toward solutions in partnership with operations counterparts and centralized resources
• Excellent listening and presentation skills
• Excellent verbal and written communications skills, particularly in the realm of telling a compelling story of value contributed to the partnership

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.