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Vice President Customer Success

Company: Deliver Health Solutions
Location: Madison
Posted on: November 22, 2021

Job Description:

At DeliverHealth Solutions, we simplify telling your patient's story. We're looking for bold, innovative people who appreciate the opportunity to work together and simplify the complexities of the work lives of our customers. If you're ready for a role that energizes you, then we should get to know each other. --DeliverHealth's culture is built on authenticity - we encourage trust and we value smart mistakes. Here, you can expect an open and honest work environment that fosters career growth. The Vice President, Customer Success, is an integral part of an organization that is transforming the way our customers achieve success. The Customer Success Management (CSM) team supports DeliverHealth (DH) customers through development of key relationships and partnerships that allow us to help them drive product adoption, usage, and value from the DeliverHealth platform and services. The individual in this role is responsible for the people, culture, business strategy, its execution and results of the CSM worldwide organization. He/she will be responsible for the business results and for supporting the overarching goals of the DH business and its customers. Working across the business, the CSM leader ensures cross functional collaboration, with Sales, Professional Services, Product, Finance, Partners and/or Marketing and must be aligned with the field go-to-market and strategy to ensure support of both new and existing customers across the lifecycle journey. The CSM leader together with their team, will use data and systems to analyze and measure key performance metrics to ensure that the strategy and direction is increasing adoption and customer business outcomes including usage, and retention. The success of this position relies on strategic alignment across the company to ensure the DH approach, offerings and resourcing are effectively influencing DH's product adoption. This management role is expected to operate in accordance with departmental and company-level goals under long-range administrative direction, exercising a high level of independent judgment and discretion DeliverHealth Solutions celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or DHS policy. If you need an accommodation because of a disability for any part of the employment process, please call 937-319-4458 x812 and let us know. Responsibilities

  • Sales & Renewal Management: Collaboration and engagement; align and review key performance indicators to ensure the most effective path to success for customers and for DH. Regular communication and engagement in key customer activities and events.
  • Product & Engineering: Engage and provide customer feedback and input to the product roadmap; act as voice of customer regarding issues/opportunities and enhancements
  • Analytics: Use data and analytics to support and understand the business. Continually work to refine and better leverage the data to run the business proactively and prescriptively.
  • Services: Coordinate with key services organizations in customer success to ensure customers have the right services and capabilities to achieve results.
  • Leadership position: Responsible for the overall culture and health of DH organization. Encourage and support the development of the CSM team. This includes, but is not limited to, selecting talent, development of the team, and driving a positive and collaborative culture that values teamwork and results.
  • Develop measurable and repeatable best practices and strategies to encourage product adoption, value and growth.
  • Use technology, systems and process to drive consistency, repeatability and scale.
  • Work closely with Sales and Services operations to ensure alignment on key platforms and technologies that support the business.
  • Define and use key reporting methodologies to understand and represent the business.
  • Provide key updates and presentations to executive, C-suite staff.
  • Deliver key strategic business reviews with key stakeholders. Provide executive level communication and engagement
    • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.
    • Demonstrated ability to leverage data and analytics in decision making.
    • Experience driving high performing and thriving organizations. Exceptional operational skills and aptitude to lead the organization's growth at scale. Qualifications
      • 8+ years of leadership experience in customer success, account management, consultative sales and/or business consulting, preferably within a healthcare technology SaaS model
      • 5+ years of experience working at a technology company, preferably within a healthcare SaaS model
      • 8+ years leading leaders and managing teams
      • 5+ years of strategy development and strategic planning including GTM development Experience working with cross-functional teams and in a matrix environment to achieve company objectives. Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Keywords: Deliver Health Solutions, Madison , Vice President Customer Success, Executive , Madison, Wisconsin

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