Overview

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Information Services leadership team in the role of Executive Director – Customer Success. 

The Executive Director – Customer Success will develop and execute the Customer Success vision, strategy, and planning that aligns with IU Health's objectives while driving continuous improvement in customer satisfaction and engagement metrics. This leader will collaborate cross-functionally with internal teams, including product management, design, delivery to coordinate content initiatives and ensure cohesive storytelling across all channels and touchpoints. They will act as a strategic advisor to executive leadership, providing insights and recommendations based on customer feedback, market trends, and competitive intelligence and drive customer advocacy programs, including reference accounts, case studies, and testimonials, to showcase the value of our products or services and foster a strong community of advocates. The Executive Director –  Customer Success will lead our Customer Success team and be responsible for driving alignment and coordination of message across various workstreams, customer advocacy and understanding, and ultimately customer success in the adoption of the organization’s information technology solutions.

Key Relationships

Reports to: Vice President – Head of Product

Direct Reports: 4-8

Key Relationships: Internal & External: Region – System Customers & Leadership

Candidate Qualifications

Candidates for the position will be selected from a diverse pool and will be evaluated according to the following criteria and competencies.

• Bachelor's Degree is required. Master's Degree is preferred.
• Requires 7-10 years of relevant experience.
• Requires the ability to stay abreast of industry trends, emerging technologies, and best practices in customer success.
• Requires exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization. 
• Requires experience collaborating cross-functionally and build strong relationships internally and externally across a matrixed organization. 
• Experience in Product Marketing, Customer Value, and/or Communications is preferred.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our diverse organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care.  IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. 

Indiana University Health values diversity and is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.

We are an equal opportunity employer and value diversity and inclusion at IU Health. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.