May 19, 2021

Director of Customer Success

  • Pear Therapeutics
  • Boston, MA
Full time

Job Description

Pear Therapeutics is the leader in prescription digital therapeutics. We aim to redefine medicine by discovering, developing, and delivering clinically validated software-based therapeutics to provide better outcomes for patients, smarter engagement and tracking tools for clinicians, and cost-effective solutions for payers. Pear has a pipeline of products and product candidates across therapeutic areas, including severe psychiatric and neurological conditions. Our first product, reSET®, treats Substance Use Disorder and was the first prescription digital therapeutic to receive marketing authorization from the FDA to treat disease. Pear’s second product, reSET-O®, for the treatment of Opioid Use Disorder, received marketing clearance from the FDA in December 2018. Pear’s third PDT, Somryst®, is the first FDA-authorized prescription digital therapeutic (PDT) for patients with chronic insomnia and the first product submitted through FDA’s traditional 510(k) pathway while simultaneously reviewed through FDA’s Software Precertification Pilot Program. For more information, visit us at The Program and Portfolio Management team reports into the Chief Product Development Officer: close alignment between each program, customer success criteria and product development leadership is critical to continued innovation. The team is responsible for all product-based and asset-based programs (from Discovery through Commercialization), strategic planning and portfolio management and for analysis and cross functional execution of initiatives to ensure high quality customer experience and customer success. Lastly, the team is responsible for the evolution of Pear’s Therapeutic Development Process (TDP), which blends the traditional R&D processes seen in biopharma, with best practices in medical device controls and agile software development processes that embrace continuous learning/iteration and user-centered design. Position Summary The Director, Customer Success will be responsible for using a data-driven approach to create standardized implementation plans that ensure high quality end-to-end experiences for our PDT customers (providers and patients). With your cross functional partners, you will consistently advocate for customers and patients at Pear and ensure that their experience is seamless. In collaboration with our design team, you will map all customer and patient touchpoints in PDT onboarding and continued use. In collaboration with our data science team, you will leverage analytics to baseline key customer and patient metrics by customer and customer segment. We will rely on you to use quantitative and qualitative analyses to diagnose issues in engagement, satisfaction and onboarding by customer type, and to propose end to end solutions to optimize customer experience and PDT onboarding. When issues are identified, you will drive cross functional execution of remediation plans, working across our Product, Engineering, Design, Marketing, Patient Services and Sales teams. Over time, you will oversee and optimize all customer touchpoints, leading process reviews, readouts of action plans/roadmaps to drive value against their evolving business objectives. You will manage and report against overall service levels including managing service incident volumes and resolution, monthly SLAs, and initiating various operational improvement initiatives. Responsibilities: Develop deep understanding of customer and patient environment linked to priority areas within customer and patient journey Optimize provider implementation plan in place; build optimized workflow to ensure customer success with implementation of Pear PDTs Metrics consistent with end-to-end solutions making sure streamlining through patient’s journey Critical feedback to Product on customer and commercial success Standardize our ability to develop implementation plans for our customers and patients Implement engagement, customer satisfaction, customer engagement and enrollment Drive project prioritization and lead seamless coordination across Pear functions Identify performance trends and surface opportunities for improved outcomes Sponsor and oversee process reviews to optimize performance in comparison to other plans Requirements: 7+ years in the Healthcare Industry - a background in software development or medical device is a plus Bachelor's in Business Administration/Management, Health Administration, Finance, Information Systems, Health Master's Degree in Business Administration or Health Administration a plus Six sigma DMAIC and/or quality process improvement preferred Healthcare experience in clinics, hospitals, home health agencies, etc. Business analyst - translating customer requirements/needs into key cross functional partners Process improvement / optimization / clinical workflow Career history that illustrates your ability to come up quickly on new, diverse domains At least 10 years of senior level cross-functional team leadership (in industry or consulting), with an impeccable track record for building high performance teams, leading through influence rather than authority, ensuring team alignment, driving team communications and incorporating knowledge from multiple functional domains Executive Level Communication Skills Presentation Delivery using Microsoft PowerPoint Business and Data Analysis & Requirements Equal Employment Opportunity Pear Therapeutics is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion or religious creed, ancestry, age, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or gender expression, national origin, genetic information, qualified physical or mental disability or handicap, medical condition, qualified military or veteran status, or any other basis protected by applicable law. Pear Therapeutics also follows all applicable national, state, and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absences, compensation and training.

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