Manager Of Customer Success Jobs in Rochester, MN

Mayo Clinic's Cure.Connect.Transform vision and strategy reflect mayo's distinctive strengths in innovation and excellence and is expected to secure Mayo's role as the premier global healthcare provider. Mayo Clinic Platform (MCP) is tightly aligned in this journey aligning the strategy and approach toward these top priorities. 

The Director, Transformation - Connect will report to the Vice President, Services at Mayo Clinic Platform and will also work collaboratively with key leaders in Mayo Clinic Platform. 

Mayo Clinic Platform's Connect Program is a first-of-its-kind global data network that provides federated access to multi-modal and de-identified international patient data to accelerate healthcare innovation and transformation. 

The Director, Transformation - Connect is accountable for the overall strategy, design, operational health, and successful delivery of the Connect program.

This leader owns the program as a business capability, ensuring the Connect program delivers measurable value to partners while maintaining operational excellence, quality, profitability, and long-term scalability.

Working cross-functionally across Product, Growth & Management, Enablement, Delivery, Operations, Technology & Data, and Customer Success, the Director defines the program's market offering, governs its execution, and continuously evolves the program to meet changing partner needs and business objectives.

While the Growth & Management Team is accountable for partner acquisition, account growth, and commercial relationships, the Director serves as the executive owner of the Connect program itself, partnering closely with Growth to ensure successful partner outcomes and long-term program success.

The ideal candidate will have a strong technical background in data science, engineering, computer science, or another analytical/quantitative field to lead this program ensuring overall success, growth and operations. 

Key Responsibilities

Program Strategy & Design

• Own the strategic vision, roadmap, and evolution of the Connect program.
• Define the capabilities, products, solutions, services, and experiences that comprise the Connect program.
• Develop and continuously refine the program value proposition with Marketing, ensuring alignment to market needs and organizational strategy.
• Establish program packaging, positioning, and pricing in partnership with Finance and Growth to ensure sustainable margins and competitive differentiation.
• Evaluate new capabilities and enhancements to expand program value while maintaining operational efficiency and scalability.

• Define program standards, governance, success measures, and operating models.

Program Delivery & Operations

• Own end-to-end delivery of the Connect program, ensuring high-quality execution and consistent partner experiences.
• Lead the operational performance of the program with accountability for quality, delivery effectiveness, time-to-value, and overall program health.
• Establish operational processes, governance, and performance metrics that drive predictable execution.
• Monitor program financial performance, delivery costs, utilization, and margin, implementing improvements to optimize value, profitability, and efficiency.
• Partner with Delivery Managers, Product, Enablement, Technology & Data, and other leaders to remove delivery obstacles and continuously improve execution.

• Ensure risks, dependencies, and operational issues are proactively identified and managed.

Executive Partner Leadership

• Serve as the executive program leader for strategic Connect partners throughout program delivery.
• Build trusted executive relationships that reinforce confidence in the program's value and execution.
• Partner closely with the Growth & Management Team to support executive engagement, strategic planning, renewals, and expansion opportunities.
• Provide executive oversight for complex implementations, escalations, governance meetings, and strategic initiatives.

• Represent the voice of partners in driving ongoing program improvements.

Financial & Business Performance

• Own the operational and financial performance of the Connect program.
• Manage program economics, including delivery costs, resource efficiency, margins, and investment priorities.
• Establish and monitor key performance indicators for program health, partner outcomes, operational excellence, and financial sustainability.

• Drive continuous improvement initiatives that increase partner value while improving efficiency and profitability.

Leadership

• Build and foster a high-performing, collaborative program and delivery organization focused on accountability, innovation, and continuous improvement.
• Develop leaders and teams responsible for program design, delivery, and operational excellence.
• Promote cross-functional collaboration that aligns MCP partner teams around shared program outcomes.

• Champion a culture of quality, customer value, operational discipline, and continuous learning.

Success Measures

Success in this role is measured by:

• Connect program profitability and margin performance.
• Quality and consistency of program delivery.
• Time-to-value for partners.
• Partner satisfaction and executive confidence.
• Program adoption and utilization.
• Operational efficiency and scalability.
• Achievement of program performance and business objectives.
• Successful evolution of the Connect program to meet changing market and partner needs.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added or assigned.

• 7-10 years of experience in leading and managing complex partnerships across the healthcare ecosystem
• Proven ability to innovate, problem solve and develop new ideas to advance strategic priorities 
• Ability to lead, motivate and promote the continued development of professional staff in a decentralized environment
• Strategic thinker with the ability to formulate compelling vision and strategy and translate that to actionable roadmaps and results. Have superior executive presence and ability to lead executive meetings
• Robust and proactive customer service ethic
• Strong analytical, project management, negotiation, and change management skills
• Effective written/verbal communication skills
• Highly collaborative style
• Ability to lead change and adapt quickly to changing business landscape. 
• Experience working in cross-functional teams and ability to influence and build strong relationships across multiple levels of an organization. 
• Curiosity, a can-do attitude and the ability to learn quickly and thrive in a complex, dynamic environment. 
• Self-starter with outstanding organizational skills and ability to track multiple deliverables with minimal direction.
• Strong team management and leadership skills
• Must be an initiative taker, eager to break new ground and create opportunities for others
• MBA/PhD in business, science, or related field preferred. 
• Experience leading innovation-related methodologies 
• Agile delivery experience 
• Assessing market opportunities, threats, and trends by attending industry events, reading industry publications, and gathering market intelligence and feedback
• Within markets, identify key customers, segments, and corresponding high priority targets
• Strong outcome and target-based delivery skills
• Partnership management