Stedi is hiring a Head of Customer Strategy & Operations

Stedi, a modern healthcare clearinghouse, is seeking a Head of Customer Strategy & Operations. You will lead the function responsible for the technical success of all customers, from proof-of-concept through production, building the systems and processes for effective onboarding and support.

What You'll Do

• Take on responsibility for the people, priorities, and performance of the Customer Strategy & Operations function.
• Be directly responsible for the technical success of all customers, from those in a proof-of-concept period through production.
• Build out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible.
• Be the primary owner of all major incidents, outages, and escalations.
• Identify product gaps and signals from customers and relay those as well-documented issues to product and engineering teams for review and implementation. Ensure the loop is closed with customers.
• Contribute to external documentation and internal runbooks to build a knowledge base for self-service customer adoption.

What We're Looking For

• A technical product mindset and the ability to intuitively identify product gaps based on customer feedback.
• The capacity to move fast and match the organization's pace, with an ability to respond with urgency.
• Exceptional skill at staying on top of many open threads simultaneously, being hyper-responsive, organized, and thorough.
• Customer-facing experience within customer success, support engineering, product operations, consulting, or adjacent roles.
• A resourceful, self-motivating, self-disciplined individual who does what it takes to get the job done and is receptive to feedback.
• Deep customer empathy and the ability to quickly understand customer needs while getting into technical product details.
• A leader who knows what it takes to hire and develop the best and is not afraid to do the work and lead by example.

Team & Environment

The Customer Strategy & Operations team includes high-performing individuals across support, account management, product operations, sales engineering, and more.

Our culture is built on a passion for automation and eliminating toil, a customer-first approach, and a team of engineers and designers shipping products week in and week out.