Full-Time VP Client Success

VP, Client Success

Position Summary:

Lead customer success team, providing strategic direction, operational leadership, and executive guidance.

Refine and implement customer success strategy to enhance satisfaction and scalability.

Develop a roadmap with internal stakeholders (Clinical, Member Experience, Sales, Tech, Finance).

Ensure customer experience excellence, making VIVIO enthusiastic advocates.

Key Responsibilities:

• Provide seamless implementation experience.
• Develop, implement, and improve client implementation process.
• Create metrics and reporting for the client implementation process.
• Manage a closed-loop process for continuous improvement in implementations.
• Develop long-term relationships with clients and stakeholders.
• Advocate for clients to ensure appropriate attention and value.
• Become the in-house expert on client's business and value proposition.
• Oversee quarterly business reviews.
• Proactively manage customer issues and escalations.
• Engage client partners and evaluate for fit in the VIVIO ecosystem.

Education & Experience:

• Bachelor's degree in business administration, Healthcare Management, or related field.
• MBA or other advanced degree preferred.
• 10+ years of experience in a senior Client Success, Account Management, or equivalent role.
• Demonstrated competence in senior leadership positions managing cross-functional teams.
• PBM (Pharmacy Benefit Management) experience required.
• Strong storytelling and presentation skills, engaging senior audiences.
• Ability to influence multiple stakeholders.
• Proven ability to use data analytics to improve operational, quality, and financial performance.

Personal Attributes:

• Strong problem-solving skills
• Excellent relational skills; team player, persuader, influencer
• Demonstrated diplomacy and patience
• High integrity, professionalism, and empathy
• Innovation-oriented mindset
• Ability to thrive in a fast-paced environment

Compensation & Benefits:

• Base Salary: $170K-$190K
• Annual bonus eligible
• Comprehensive benefits package (medical, pharmacy, dental, vision, life insurance, stock options, 401(k) with company match, PTO)

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