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Vice President Client Success - Sunrise / Remote

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Altera Digital Health

1mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development
  • Toronto

AI generated summary

  • You need a bachelor’s in business, 15+ years in client success/sales, 10+ in HCIT, strong leadership, strategic thinking, NPS management, and a data-driven, collaborative approach.
  • You will build client relationships, lead a team, drive client success strategies, ensure operational excellence, communicate effectively, and leverage data for continual improvement.

Requirements

  • QUALIFICATIONS
  • Education
  • Bachelor's degree in business management or a relevant field, or equivalent years of experience.
  • Master's degree preferred.
  • Work Experience
  • 15+ years' progressive experience client success, sales and/or project management roles. Proven ability to take initiative, influence others, and achieve results in a matrixed environment.
  • 10+ years' experience in establishing and scaling high-performing client success teams in the healthcare IT (HCIT) industry.
  • A strong track record of success in formulating and deploying strategic client success initiatives.
  • A deep understanding of HCIT patient engagement and customer engagement principles.
  • Experience managing a Net Promoter Score (NPS) and understanding how to improve it.
  • Excellent leadership skills with the ability to take initiative, influence others, and achieve results in a matrixed environment.
  • Able to coach and develop a team to have successful client conversations at all levels.
  • A keen strategic thinker with the capacity to translate vision into actionable plans. A demonstrably successful track record in formulating and deploying strategic client success initiatives.
  • Solid ability to collaborate with individual contributors and business leaders to define business process issues, analyze operational efficiencies, implement creative solutions, and measure delivery results. Strong verbal and written communication skills with all levels of the organization.
  • A data-driven leader who leverages metrics to quantify success and identify areas for improvement.

Responsibilities

  • Be a Client Champion: You will foster strong relationships with key U.S. client executives, serving as their primary point of contact and ensuring the delivery of their technical and operational needs. You'll find a balance between advocating for clients internally and setting realistic expectations.
  • Lead a High-Performing Leadership Team: You will provide strategic direction and guidance to your Directors of Client Success, fostering a collaborative and accountable environment. These Directors will in turn manage Client Success Managers (CSMs). Your organization will collaborate with internal teams (Sales, Product, Implementation, Support) to guarantee a seamless client experience.
  • Drive Strategic Client Success: You will develop and implement a comprehensive client success strategy that aligns with Altera's business objectives. This strategy will focus on increasing client adoption, retention, and growth, while maximizing the value clients receive from our solutions.
  • Deliver Operational Excellence: You will oversee client onboarding, implementation, and ongoing support. You'll establish a framework to measure key performance indicators (KPIs) and demonstrate the value delivered to clients.
  • Be a Master Communicator: You will be able to effectively communicate with clients at all levels, from CEOs to directors of IT. You will also need to collaborate effectively with various internal stakeholders.
  • Embrace Data-Driven Decisions: You will leverage metrics to measure success and identify areas for improvement in the client experience.

FAQs

Is this position fully remote?

Yes, this role is a remote position based in the U.S. or Canada.

What are the key responsibilities of the Vice President, Client Success?

Key responsibilities include championing clients, leading a high-performing leadership team, driving strategic client success, delivering operational excellence, mastering communication, and leveraging data-driven decisions.

What level of experience is required for this role?

A minimum of 15 years of progressive experience in client success, sales, and/or project management roles is required, along with 10+ years in the healthcare IT industry.

What educational qualifications are preferred for this position?

A Bachelor’s degree in business management or a relevant field is required, with a Master's degree preferred.

Will this role involve travel?

Yes, this position requires 20-25% travel.

What qualities are important for a candidate applying for this role?

Important qualities include excellent leadership skills, the ability to influence others, strong communication skills, strategic thinking, and being data-driven.

How does this role impact clients?

This role ensures exceptional value realization for clients leveraging Altera's digital health solutions, focusing on adoption, retention, and growth.

What internal teams will the Vice President, Client Success collaborate with?

This role will collaborate with internal teams such as Sales, Product, Implementation, and Support.

What is the expected workload management approach for this role?

The Vice President will oversee client onboarding, implementation, and ongoing support, establishing a framework to measure key performance indicators (KPIs).

What kind of work environment does Altera Digital Health offer?

Altera Digital Health offers a fast-paced and dynamic work environment, with a competitive compensation and benefits package.

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Altera Digital Health

Bringing next-level healthcare within reach.

Technology
Industry
5001-10,000
Employees

Mission & Purpose

Healthcare IT should work for clinicians, not against them. We’re Altera Digital Health and we’re committed to bringing next-level healthcare within in reach through everyday achievements. Our solutions are designed with a people-first methodology and create positive progress for our clients, their patients and their communities.