McLean, VA
Hybrid Full-time Executive
Overview
The VP, Customer Success will be responsible for customer retention, revenue growth, and relationship growth to ensure the success of clients’ portfolios. The VP, Customer Success will develop and implement short and long-term strategies in support of internal and external goals and lead contracting, reporting, implementation, and service delivery efforts.
Responsibilities
Drive strategic growth and development within new and existing clients
Lead the strategy for revenue growth for each client
Identify and pursue opportunities to increase account revenue and contract expansion
Develop a strategic account-level business plan, with projected revenue and steps required for success
Drive customer satisfaction and client retention
Identify customers’ needs and support the account team to proactively identify solutions to customer issues
Curate strong working relationships with key executives and operational leadership from customers and prospective organizations
Maintain comprehensive knowledge of customer priorities and key business objectives
Maintain relevant healthcare industry knowledge and market awareness
Prepares and briefs internal leadership teams on overall account health
Conduct formal periodic reviews with the client(s) to review performance; surface any opportunities and discuss new strategies
Lead team of Account Management Directors
Develop and present deliverables to clients in a timely manner
Develops internal strategy for client presentations to present positive performance results.
Lead and attract top talent, motivate, assess, and manage performance to achieve the highest and best use of talent
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications
Bachelors degree. MBA or other Master-level degree preferred.
Seven (7) to ten (10) years of Customer Success or business development experience working with health plans, health systems, medical group practices or other healthcare organizations.
Successful track record of driving renewals and new business development
Knowledge, Skills, And Abilities
Knowledge of healthcare laws, regulations, and standards
Understanding of coding and reimbursement systems, risk management, and performance improvement
Strong business acumen and financial management
Ability to think strategically and analytically and solve problems
Excellent verbal and written communications skills with demonstrated ability to communicate, present, and influence both credibly and effectively at all levels of an organization, including executive and C-level
Ability to connect with diverse constituents and stakeholders across cross-functional teams (leadership, marketing, account management, product and development, data and analytics, market operations, and clinical)
Demonstrated self-starter and ability to work collaboratively in a team atmosphere
Entrepreneurial spirit and ability to drive change that will stretch the organization and push the boundaries
Comfortable with ambiguity and uncertainty
The ability to adapt nimbly and lead others through complex situations in a fast-paced environment
Risk-taker who seeks data and input from others
Travel Requirement
This position requires travel, approximately 10 - 25% of the time. Travel may be outside the local area and overnight.
Physical Requirements
This job operates in a professional setting. While performing the duties of this job, the employee is regularly required to sit or stand for extended periods of time. Normal manual dexterity is required.
Normal speaking and hearing abilities to interact with others in an office environment, over telephone or other video conferencing platform.
The employee is occasionally required to stand; walk; and reach with hands and arms and continuously repeat the same hand, arm finger motion many times as in typing.
Other Duties
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
TO APPLY: Please forward resume to Amanda Sonus at asonus@pailingroup.com
pailingroup.com
