[Remote] Director, Customer Programs at Model N

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

7+ years of experience in Customer Experience, Customer Success, Community, or related roles
Proven ability to build new functions or programs from the ground up
Experience and proven execution of customer scoring methodology (e.g. NPS, Customer Sentiment score, etc.)
Strong experience with VoC methodologies and feedback analysis
Demonstrated success launching or growing digital customer communities
Executive presence with strong storytelling and communication skills
Highly collaborative with a bias for action, comfort with ambiguity, and passion for customers

Responsibilities

Design and launch a company-wide VoC program that captures, analyzes, and delivers actionable customer insights
Establish feedback loops across key touchpoints (e.g., NPS, CSAT, surveys, interviews, product feedback)
Synthesize and present findings to executive stakeholders to influence roadmap, services, and go-to-market strategies
Build dashboards and reporting frameworks that quantify customer sentiment and drive accountability
Develop governance processes to ensure customer feedback is prioritized and acted upon across teams
Leverage technology and AI tools to design and execute a robust and prescription program with proactive and reactive playbooks
Create and execute an Executive sponsorship program as part of a multi-level coverage strategy
Develop the vision and strategy for our digital customer community, aligned with business goals and customer needs
Select and implement the right platform (e.g., Higher Logic, Khoros, Insided) and establish core use cases (forums, events, user groups, ideation, etc.)
Define engagement strategies to increase participation, peer-to-peer learning, and brand advocacy
Collaborate with Product Marketing and Customer Success to create meaningful programming, content, and campaigns
Measure and report on community health, growth, and business impact
Build the foundation: create processes, define KPIs, and establish tools and systems needed to scale both functions
Act as a cross-functional connector, ensuring customer insight and voice inform decision-making across departments
Operate as both strategist and doer — from designing programs to directly facilitating engagement
Influential leadership to align cross functional departments to execute on strategy

Skills

Model N

Cloud-based revenue management solutions provider

About Model N

Model N offers cloud-based revenue management solutions tailored for the high-tech and life sciences industries, helping clients maximize revenue throughout the commercialization process. Their platform includes industry-specific tools like Revenue Cloud for Pharma and Medtech, which address complex pricing and compliance challenges. Clients subscribe to Model N's software-as-a-service (SaaS) model, ensuring continuous updates and support. The company's goal is to enable clients to efficiently bring life-changing products to market while navigating regulatory complexities.

San Mateo, CaliforniaHeadquarters

1999Year Founded

$36MTotal Funding

IPOCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

401(k) Company Match

Paid Vacation

Life Insurance

Pet Insurance

Employee Assistance Programs

Mental Health Support

Employee Stock Purchase Plan

Professional Development Budget

Risks

Vista acquisition may disrupt operations or affect company culture.

GenAI integration may face adoption challenges among existing clients.

Inflation Reduction Act could impact clients' revenue, affecting investment in Model N.

Differentiation

Model N specializes in revenue management for life sciences and high-tech industries.

Their solutions address complex pricing, compliance, and revenue challenges in targeted sectors.

Model N's SaaS model ensures continuous updates and support for its clients.

Upsides

Integration of GenAI enhances efficiency in revenue management processes.

New Medicare Part D rebate feature aids compliance with Inflation Reduction Act.

Vista Equity acquisition provides resources for market expansion and product enhancement.

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