Customer Partnership Director

Vacancy NameCustomer Partnership Director CompanySentry Data Systems SpecialityCustomer Management CategoryPermanent Location Country Office LocationHome based - US Additional Locations Introduction to Craneware

Let's transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.

If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we''ll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.

The Team

At The Craneware Group, we''re more than a technology company, we''re a trusted partner to healthcare organizations across the country. In this leadership role, you''ll have the opportunity to influence customer strategy, drive meaningful outcomes for healthcare providers, develop exceptional talent, and directly contribute to our continued growth and success. We''re looking for an experienced and strategic Director, Customer Partnerships to lead a high-performing regional team responsible for customer retention, renewal success, product adoption, and revenue growth across our customer base.

This is an exciting leadership opportunity for a customer-focused professional who thrives on building strong relationships, developing high-performing teams, and driving measurable business outcomes. You''ll play a key role in shaping customer partnership strategy while ensuring our customers realize maximum value from their investment in Craneware solutions.

You Will Be

• Leading, coaching, and developing a regional team of Customer Partnership Managers focused on customer retention, engagement, and growth.
• Overseeing hiring, on-boarding, performance development, and ongoing mentoring initiatives.
• Fostering a culture of accountability, collaboration, and customer-centricity.
• Serving as a senior escalation point and trusted advisor for both team members and customer stakeholders.
• Building and maintaining executive-level relationships with customer decision-makers and key stakeholders.
• Partnering with customers to define measurable business objectives, adoption goals, operational improvements, and ROI outcomes.
• Conducting strategic business reviews, performance discussions, and engagement meetings to ensure customers achieve ongoing value.
• Driving customer satisfaction, product utilization, and long-term customer loyalty.
• Develop and execute customer retention strategies that proactively address risk and support successful renewals.
• Identifying customer health trends and engagement triggers to reduce churn and increase account stability.
• Collaborating with Sales to uncover and drive up-sell, cross-sell, and expansion opportunities.
• Establishing programs that convert satisfied customers into advocates, references, and champions.
• Supporting the Vice President of Customer Partnerships in defining and executing regional customer success strategies.
• Partnering cross-functionally to enhance customer communications, service offerings, and product adoption initiatives.
• Utilizing data, customer insights, and performance metrics to inform decision-making and improve outcomes.
• Representing The Craneware Group at industry events, trade shows, and customer conferences.
• Up to 40% travel required.

You Will Bring

• Bachelor''s degree in Business, Healthcare, Technology, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience in customer success, account management, customer partnerships, healthcare technology, revenue cycle, pharmacy, or hospital operations.
• Previous people leadership experience with a demonstrated ability to build, develop, and motivate high-performing teams.
• Strong understanding of healthcare operations, revenue cycle management, pharmacy services, and/or the 340B Program.
• Proven success managing strategic customer relationships and driving customer retention and growth.
• Experience partnering with sales organizations to support account expansion and revenue objectives.
• Strong analytical mindset with the ability to translate data into actionable insights and recommendations.
• Exceptional communication, presentation, and executive relationship-building skills.
• Experience leading business reviews and presenting findings to senior stakeholder groups.
• Proficiency with CRM platforms such as Microsoft Dynamics and Microsoft Office applications.
• Ability to thrive in a fast-paced, evolving environment while effectively managing multiple priorities.
• Strong problem-solving skills with a focus on customer outcomes and business impact.