Customer Success Director

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Customer Success Director is a senior leader serving strategic Enterprise Imaging customers of Optum.  This role works closely with Sales Executives and other Optum teams, acting as the primary post-sale contact for the customer to champion success of solutions and to meet customer objectives.  This position partners with customer executives to define strategy, articulate objectives, and execute plans to achieve them.  Partnering with Optum Enterprise Imaging sales, operations, shared services, and R&D leaders to accomplish customer goals.  The Customer Success Director is responsible for the achievement of demonstrable value through project portfolio management, program leadership, and customer governance.

Primary Responsibilities:

• Partner with customer executives and functional Optum Enterprise Imaging leaders to define partnership strategy, objectives and plans to execute
• Provide programmatic coordination & leadership to Optum functions assigned to the customer (sales, operations, shared services, R&D), ensuring focus, execution, and demonstrable value
• Establish portfolio management and customer success plans including stakeholder analysis, program org. structure, RACI, customer success plan (OKRs, KPIs), program mgmt. plan (scope, schedule, and cost roll-up) and communication plan
• Establish and optimize portfolio management systems with customer and Optum Enterprise Imaging program team members including:
  • Governance structure, cadence, and reporting
  • Executive meeting and decision-making framework
  • Closed-loop action tracking, follow-up, and closure
  • Portfolio and strategy change management
  • Pro-active risk management
  • Issue escalation and resolution framework
• Execute day-to-day portfolio management and customer success leadership tasks:
  • Serve as primary post-sale executive contact for the assigned, strategic customer
  • Coordinate Optum and customer execution of plans
  • Monitor and control execution of contractual obligations and compliance
  • Continually assess and improve program systems and frameworks
  • Measure and report on achievement of program goals and customer value
  • Provide regular program progress and status reports
• Work closely with Optum Enterprise Imaging leadership, Customer Success, and other functions to refine our approach to enterprise customer success and value assurance, and to drive the assigned customer towards advocacy
  

Management of strategic accounts may require the development or refinement of processes and systems to suit customers and Optum needs.  This role will work with the relevant functions to contribute to related projects.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's degree and/or diploma in information technology, business administration, project management, process improvement, customer success or related experience
• 7+ years of leadership experience within a technology or healthcare environment, including direct responsibility for multi disciplinary teams across project management, account management, customer success, and customer operations
• 5+ years of experience leading and delivering multiple concurrent initiatives, managing priorities, timelines, and stakeholder expectations across complex, matrixed organizations
• Experience operating effectively in matrixed environments, partnering across functions to deliver results without direct authority
• Demonstrated success building and maintaining executive level relationships with healthcare professionals and hospital leadership (e.g., CEOs, CIOs, directors, clinicians, technologists)
• Proven ability to design, implement, and sustain change initiatives, including adoption planning, stakeholder engagement, and post implementation measurement; experience driving measurable improvements in process efficiency, customer outcomes, or operational performance preferred
  
  

Preferred Qualifications

• Experience managing and developing teams in diverse, multi cultural environments, fostering inclusion and collaboration across locations and backgrounds
• Proven executive level leader with a track record of influencing senior stakeholders and mentoring managers and high potential leaders, with measurable impact on team performance and engagement
• Proven solid analytical and critical thinking skills, with the ability to identify complex problems, evaluate options, and implement solutions that drive measurable outcomes
• Proven history of proactively designing and implementing new processes, tools, or resources that improve scalability, efficiency, or customer experience
• Proven solid customer relationship management skills, including negotiation, influence, and issue resolution in high stakes or politically complex environments
• Proven effective communicator with demonstrated success leading through conflict, driving alignment, and enabling timely decision making
• Proven to be recognized for integrity, trust, and ethical leadership, with responsibility for high visibility initiatives
• Demonstrated success in leading change across geographically dispersed teams, coordinating multiple initiatives simultaneously

Working Conditions:

• General office work.  Some intra-office travel and onsite customer engagement in clinical environments

Primary Location

• New York/New Jersey area within Driving distance of customer main office

Scheduled Weekly Hours

• 40
  

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.