Vice President, Client Success

job description

Summary

The Vice President, Client Success is responsible for the client accounts management strategies and initiatives to achieve strategic goals included but not limited to revenue, sales and unit growth, quality service results, client account initiatives, P&L responsibilities, and client retention results.  This role includes responsibilities for client account activities (e.g., on-boarding, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). The Vice President, Client Success is critical in building relationships with our existing customers and ensuring our customers understand and capitalize on the new, growing products that Pelitas (formally DCS Global), is developing, that will continue to enhance the value of our relationship while providing the best customer experience for their patients.

This critical position is responsible for leading, executing, and driving operational and strategic initiatives which support the client experience. The role will partner with cross-functional business groups to manage the on-boarding of new clients as well as to deliver a high-quality client experience in day-to-day services. They will champion a best-in-class client experience across all transactional channels and platforms. The role will also partner with multiple departments to ensure seamless alignment on all client-impacting initiatives and will champion change management efforts in the delivery of new or enhanced client experiences.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

  • Provide leadership to a client services team that conducts client on-boarding events as well as maintains accountability for the daily service needs of clients

  • Develops renewal strategy in collaboration with operations

  • Is responsible to renew contracts that increase contract extensions while reducing compression and adding new product and services

  • Work with internal groups (Project Services, Solutions Development, Solutions Management, Sales, etc.) to ensure high-quality client releases as well as quality service targets

  • Maintain & develop high-quality service levels and client retention measures to support client penetration efforts

  • Becomes subject matter expert of new and potential new products, to support the sales and implementation process for existing and new centers

  • Partners with Solutions Development and Solutions Management as products are ready to be entered into the marketplace by ensuring the products are fully developed, implementation can be supported, and new products are sold within established Product Guidelines

  • Responsible for renewing all assigned agreements within Renewal Guidelines

  • Provides effective communication regarding the value proposition of the company to the customer at all levels

  • Provides both our customers and operations with an additional customer service resource for any escalated concern regarding the contract

  • Maintains cutting edge knowledge of growing trends and regulatory requirements in the healthcare industry to consult and drive renewal strategies with hospital partners

  • Manage daily activities of team members

  • Set production and quality targets & standards for team members while maintaining accountability

  • Participate in improvement of client on-boarding process to ensure a high-quality, streamlined approach

  • Manage projects that support the overall client service strategy as well as providing direction for the client services department

  • Act as a liaison, as needed, between the client services team and other functional areas for the purpose of escalation and resolution of issues

  • Work to define metrics and synthesize relevant data

  • Conduct information-gathering for root cause analysis of client-related incidents

  • Develop procedures and establish standard metrics for client servicing

  • Provide monthly and ad hoc report on client service metrics

  • Maintain an understanding of Industry key categories in order to support client interaction and provide technical support as it relates to industry requirements

  • Increase renewal rates and overall retention; expand revenue in current accounts

  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

  • Optimize the Customer Lifecycle

  • Improve listening points in journey (e.g., usage, satisfaction, etc.) & standardize interventions for each point in journey

  • Identify opportunities for continuous improvement & learn from best practices in industry

  • Manage customer satisfaction, including:

  • Advocacy, Renewals, & Expansion (partner with Solutions & Sales)

  • Improve operational metrics & system for tracking metrics

  • Expose subset of metrics to executive team, company and board on a regular basis

  • Lead World-class Client Account Management Department

  • Attract high potential individual contributors into team

  • Foster collaboration within team and across customer lifecycle

  • Encourage continuous learning within team

  • Other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

  • Proven successful track-record of customer relationship management

  • Strong consultative selling and negotiation skills

  • Ability to become subject matter expert on new products and services of varying degrees of complexity, including clinically-oriented new products

  • Established track record of successfully retaining and selling services to existing customers

  • Ability to understand customer’s value drivers to guide innovation upgrade proposals or renewal process

  • Understanding of hospital infrastructure and decision-making process

  • Excellent listening skills with the ability to ask relevant and probing questions in order to clearly understand requirements, expectations, performance gaps, and opportunities to expand our business service offering

  • Proven track-record of being a hands-on professional who uses both tactical and strategic thinking skills

  • Strong self-initiative and solutions oriented

  • Ability to collaborate with a team and possess strong interpersonal and relationship building skills

  • Strong Business Acumen and financial skills

  • Outstanding interpersonal, oral and written communication skills, to include presentation skills on a one-on-one basis and in a group setting

  • Strong customer service and follow-up skills

  • Knowledge of HL7 and other related technology is preferred

  • Ability to travel 75-80% of the time to assigned regional locations 

EDUCATION

  • Bachelor’s degree in business or a related discipline; Master’s degree preferred

EXPERIENCE

  • Seven (7) or more years of experience within the healthcare industry

  • Strong Patient Access and Revenue Cycle experience is a must

  • Five (5) or more leadership experience in a client-facing role with excellent team management skills

  • Demonstrated ability retaining and selling services to existing customers

  • Strong business acumen and project management skills

  • Five (5) or more years managing processes and technology in a collaborative environment

  • Demonstrated ability to build relationships with C-Suite hospital executives

  • Master’s degree in Business Administration or Healthcare Administration preferred

PHYSICAL DEMANDS/WORKING CONDITIONS

Requires prolonged sitting, some bending, stooping and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  Requires lifting papers or boxes up to 50 pounds occasionally.  Work is performed in an office environment.  Work may be stressful at times.  Contact may involve dealing with angry or upset people.  Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

OSHA CATEGORY

The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids).  Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way. 

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