VP, Market Success (Remote USA)

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Job Posting Location:

Job Title: ​

Job Description: ​

Overview:

We are seeking a dynamic Market Success Leader to oversee the Technical Success and build out our Regional Market Support / Market Success Management team and Site Reliability Engineering (SRE) operations. This pivotal role requires a blend of technical expertise, leadership skills, and a customer-centric mindset to ensure exceptional support delivery to our clients. The Market Success Leader will play a critical role in maintaining high levels of customer satisfaction, fostering team collaboration, and driving continuous improvement initiatives within the support organization.

Responsibilities:

Leadership and Team Management:

• Provide strong leadership and direction to the Regional Directors of Market Success, Market Success Analyst team, and Helpdesk staff, fostering a culture of collaboration, accountability, and continuous improvement.
• Set clear objectives, KPIs, and performance expectations for the Market Success team and Helpdesk teams, and ensure alignment with overall support and organizational goals.
• Strong collaboration and communication with tech and business leadership.
• Develop a unified and prioritized view of issues across all markets.
• Be the technology voice for cross-org escalated issues.
• Mentor, coach, and develop team members, empowering them to grow their skills, advance their careers, and deliver exceptional support to clients.

Market Success Management:

• Oversee the Market Success Management function, including partner onboarding, relationship management, and proactive support initiatives.
• Collaborate closely with Operational and Strategy teams to embed Market success leaders within each region, ensuring a deep understanding of client needs, industry trends, and competitive landscape.
• Engage deeply with Product Management team to ensure new development is meeting market and regional needs and existing products are fully optimized to drive results
• Lead the team in conducting data analysis to identify insights, trends, and opportunities for optimizing partner success and driving product adoption.
• Drive rollout support initiatives, working closely with Market Success Leaders to ensure smooth deployment of new features, products, or updates to clients.

Incidence Response:

• Lead and manage the incidence response, ensuring efficient handling of market inquiries, incidents, and service requests according to defined SLAs.
• Implement and optimize support processes, tools, and workflows to enhance service delivery efficiency, responsiveness, and quality.
• Maintain a comprehensive knowledge base and standard operating procedures (SOPs) to facilitate efficient issue resolution, knowledge sharing, and training for support staff.
• Work with Product to ensure that upcoming changes are adequately implemented to ensure enduring solutions to recurring issues.

Partner Satisfaction and Escalation Management:

• Champion a partner-centric approach across the support organization, emphasizing empathy, responsiveness, and proactive communication with clients.
• Act as a point of escalation for complex technical issues or challenging customer situations, providing timely resolution and maintaining client satisfaction.
• Conduct regular customer satisfaction surveys, gather feedback, and drive initiatives to continuously improve support quality and client experience.

Cross-Functional Collaboration:

• Collaborate effectively with other departments such as Market Operations, Product Development & Engineering, to understand and articulate business impact and to advocate for customer needs, influence product roadmap decisions, and drive resolution of technical issues.
• Work closely with Market Strategy teams to align activities with market-specific goals and initiatives, leveraging data analysis to inform strategic decisions.
• Partner with Training and Documentation teams to develop and deliver training programs for support staff, ensuring proficiency in product knowledge, troubleshooting skills, and customer service best practices.

Communication, Expectation Management and Advocacy:

• Ensure that product enhancements and features developed from the tech group are widely utilized by the markets and partners.
• Communicate and set clear expectations on the roles that a market and a partner needs to perform in order for us to have the appropriate business outcome.
• Create communities of Partners to lobby for and ensure that the agilon needs are being addressed by the EMR and similar vendors.
• Collaborate with Partners and Vendors on innovative solutions to common pattern of challenges.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, is a plus. Advanced degree or relevant certifications are a plus.
• Proven experience (7-10) in a leadership role within a technical support or customer service organization, preferably in a SaaS, technology-driven industry or healthcare industry.
• Strong technical background with a deep understanding of software applications, IT infrastructure, and cloud-based technologies. Previous experience in Market Success management and data analysis is highly desirable.
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams, build strong relationships with clients, and influence stakeholders at all levels.
• Solid analytical and problem-solving abilities, with a data-driven approach to decision-making and a commitment to continuous improvement.
• Experience with support tools and technologies (e.g., CRM systems, ticketing systems, knowledge bases) and familiarity with ITIL or similar service management frameworks.
• Proven track record of delivering exceptional customer service and driving customer satisfaction and retention initiatives.

Location: ​

Pay Range: ​

Salary range shown is a guideline. Individual compensation packages can vary based on factors unique to each candidate, such as skill set, experience, and qualifications.