Full-Time VP- Customer Success

VP, Customer Success

Position Summary:

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

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

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

Ensure customers have a positive experience and become advocates.

Responsible for program implementation, member onboarding, and ongoing support.

Provide exceptional customer experience understanding healthcare products/services that interface with VIVIO.

Maintain a lean and efficient organization emphasizing outstanding customer and member experience.

Key Responsibilities:

1. Develop, implement, and improve the customer implementation process.
2. Create metrics and reporting for the customer implementation process.
3. Manage a closed-loop process to ensure learnings are incorporated into successive implementations.
4. Develop long-term relationships with assigned customers connecting with key business executives and stakeholders.
5. Function as the client's advocate ensuring the customer receives the appropriate amount of attention and value.
6. Become the in-house expert on the client's business.
7. Oversee regular quarterly business reviews ensuring client needs and expectations are met.
8. Proactively manage customer issues and escalations.
9. Engage customer partners who integrate with VIVIO.
10. Evaluate partners for fit into the VIVIO partner ecosystem.

Education: Bachelor's degree in business administration, Healthcare Management, or a related field; MBA preferred.

Experience: 10+ years in a senior Customer Success role, demonstrated competence in senior leadership positions, ideally managing cross-functional teams.

Preferred Industries: Pharmacy Benefits Management, and/or Specialty Pharmacy management; experience in pharmacy or healthcare industry.

Skills: Storytelling, presentation skills, influencing multiple stakeholders, data analytics, project management, communication skills, problem-solving.

Travel: 25%+ travel for team meetings and customer visits.

Compensation: $170,000 - $190,000 Annual Base Salary; Annual Bonus eligible. Comprehensive Benefits Package.

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