VP, Client Success

Expired on: Aug 4, 2020

Job Summary
The VP, Client Success serves executive management, ideating and designing new programs and systems to improve the customer experience. Candidate will focus on designing customer loyalty programs and incorporating training for employees on customer experience. A successful candidate will be an important leader who is responsible for transforming how we nurture and sustain our customer-base. A high level of internal drive is required, as well as a unique ability to recognize opportunities and execute them.

Duties/Responsibilities:
• Establish metrics for defining the relationships with customers
• Engage the organization in managing customer relationships, revenue, and profit
• Create persistent focus on the customer in the actions the company takes
• Drive the organization to work together for optimum customer experience delivery
• Create and implement a strategy and action plan to resolve at risk customers
• Manage the customer automation process
• Recommends strategies to assist the organization in meeting its NPS
• Develops routine poll to measure satisfaction of our customers through NPS
• Own key operational metrics like churn and contraction, revenue, and customer satisfaction
• Create a standard outreach for current and future clients, and coordinate implementation across marketing, sales channels, client management and communication
• Leverage customer research and end-to-end customer journeys to provide strategic leadership for the customer base
• P&L responsibilities for the Client Success vertical.

Required Skills/Attributes:
• Proven ability to affect change and meet business goals, monitor progress, and take corrective actions when necessary
• Impeccable written and verbal communication skills, sharp focus, and the ability to flourish in both independent and collaborative settings
• Experience in member engagement, community engagement or client operations preferred
• A great deal of initiative, resourcefulness, and sense of ownership
• Ability to prioritize and perform effectively in a highly dynamic work environment
• Effective at leading and facilitating launch meetings, webinars, and workshops as well as meetings to C-Suite stakeholders
• Proficient at being prescriptive and driving action-oriented meetings
• Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialog
• Self-starter who takes initiative and is always looking to improve on processes/results

Education and Experience:
• B.A./B.S. in related field
• Master’s Degree preferred
• 10+ years’ experience in healthcare services/technology and revenue cycle management

Physical Requirements:
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds
Health Prime is an Equal Opportunity Employer

Job Category: VP Client Success
Job Type: Full Time
Job Location: TBD
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