VP of Customer Success

Do you live, sleep, eat and breathe all things customer success? Do you learn quickly and want to help make a difference in the healthcare industry? Would you like to use your skills in a collaborative and fast-paced work environment?

If so, this may be the perfect role for you! Please review the details below and click "Apply" today if this role excites you as a potentially amazing fit!

Position Purpose

The Vice President of Customer Success is responsible for partnering with customers to develop a world class Virtual Care program. This includes structure and processes that will support customers in meeting their strategic, operational and financial goals; developing, implementing and continually updating a Customer Success Playbook aligned with Customer's vision for virtual care. They will lead the team of professionals who deliver services to our customers in the post Go Live phase of the customer journey. Role will be accountable for the quality of services provided, facilitate continuous improvement, and maintain financial accountability.

Education & Experience

• BA/BS required; Masters preferred
• 5 years experience in customer success, sales, and other customer-facing roles required.
• At least 7 years in management is required.
• Strong background in customer relations, customer satisfaction or customer engagement role.
• Ability to work with and lead multiple groups of people to implement change
• Demonstrated ability in financial/budgetary management
  
  

Responsibilities & Essential Functions

• Work with executive leadership to set and define the strategic direction of the Customer Success function.
• Collaborate with customer(s) to execute the success framework.
• Identify customer potential pitfalls, build a playbook to resolve and equip a team to run those plays successfully.
• Collaborates and coordinates with the Sales team to deliver services which support customer success including attainment of goals, targets and outcomes - including Return on Investment (ROI).
• Develop relationships with key stakeholders and leaders at customer sites to ensure their engagement and involvement with TeleSitter and Virtual Nurse programs.
• Create and manage department budget.
• Oversight of travel expenses for the department.
• Responsible for Continuous Improvement of the team and processes.
• Work collaboratively with other departments at AvaSure to facilitate the highest levels of customer success.
• Work closely with Director of Customer Success to develop and execute staff training and professional development plans.
• Uphold the mission and values of AvaSure.
• Promote an inclusive work environment and culture.
  
  

Competencies & Work Style

• Customer/Client focus
• Professional communication proficiency
• Organizational skills
• Critical thinking and problem-solving skills
• Ethical conduct
• Leadership
• Excellent follow-through
• Financial/budget management
• Extensive collaboration with other teams/leaders
  
  

Supervisory Requirements

• Leads Director of Customer Success
  
  

Work Environment & Physical Demands

• Must be able to sit for much of the workday with periodic walking and/or standing.
• Must be able to work in an office environment.
• This role is estimated 50% within the US, including overnight travel.
• This position is full-time.
• The position is remote within the U.S. when not traveling.
  
  

Benefits & Perks

• AvaSure sponsored Medical, Dental & Vision
• Safe Harbor 401K with Employer Matching up to 4%
• HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
• Flexible Time Off Plan & Paid Holidays
• Parental Leave
• Generous Tuition Assistance & Continuing Education Reimbursement available
• Employee Referral Bonus
  
  

Why AvaSure?

As the pioneer and expert in inpatient telehealth, AvaSure has provided safer environments for over 1 million patients, with over 50 million live monitoring hours. By continuing to reduce adverse events, and by optimizing workforce efficiencies for the nation's top health systems, AvaSure has consistently lowered the cost of care while providing safer, more efficient healthcare for everyone.

Diversity creates a healthier work environment: AvaSure is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Job Posted by ApplicantPro