Customer Success Lead

OpenLoop Health Customer Success Lead

• Direct Supervision: Manage support and mentor a team of Customer Success Specialists (CSS) covering daily performance monitoring attendance tracking workload distribution and team concern resolution.
  

• Onboarding & Coaching: Facilitate onboarding lead ongoing training initiatives and provide structured coaching and feedback.
  

• Performance Accountability: Hold team members accountable to established performance standards and metrics with direct accountability for team outcomes and progress.
  

• Program Delivery: Drive end-to-end client program delivery through proactive communication swift issue resolution and timely reporting.
  

• Contractual Alignment: Manage client expectations by maintaining a deep understanding of client agreements and aligning services with contractual obligations.
  

• Needs Assessment: Gather complex client requirements and coordinate internal resources to support client care delivery systems.
  

• Communication & Detail: Execute tasks with a high sense of urgency strong attention to detail and clear written/verbal updates for external and internal stakeholders.
  

• Performance Systems: Define implement and refine performance measurement systems to enhance operational excellence.
  

• Workflow Optimization: Continuously evaluate existing processes identify operational gaps and optimize technical workflows to boost service delivery efficiency.
  

• Internal Guidance: Provide targeted training and guidance to internal teams on operational requirements necessary for seamless service execution.
  

• Seamless Patient Journey: Partner with clinical and non-clinical teams to guarantee a consistent high-quality patient journey.
  

• Cross-Departmental Synergy: Collaborate across Clinical Non-Clinical Patient Support and Customer Success departments to support client accounts.
  

• Data Integrity & Compliance: Maintain complete accurate and timely updates within internal systems while ensuring strict data security compliance.
  

• Technical Issue Escalation: Proactively identify document and escalate technical or systemic issues when tools fail to perform as intended.