VP, Client Success - REMOTE

About Net Health

Belong. Thrive. Make a Difference.

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.
A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home!
As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.

World-Class Benefits That Reflect Our World-Class Culture.

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JOB OVERVIEW

Executive responsible for leadership of Net Health Center of Excellence (COE) for Clients, which encompasses Account Management/Customer Success Management. Oversee client success programs to ensure positive experiences and build a long-term competitive advantage, retain loyal customers, and expand revenue. Advocate for organization-wide customer experience initiatives that increase buyer value for the company.

Develops and implements all operational policies, goals, performance standards/metrics, and budgets. Accountable for customer satisfaction, services, and programs. Ensures director/manager accountability for director and manager direct reports (as applicable). Works on highly complex issues where analysis of situation requires in-depth knowledge of the product and services. Provides strategic thought and direction to senior leaders to drive activities across a broad spectrum of staff to obtain results. Assists with strategy for client retention and expansion working directly with Business Unit leadership.

RESPONSIBILITIES AND DUTIES

• Leads Customer Success initiatives to improve process and systems to drive accountability for better customer experience.
• Develop a customer experience program that outlines the processes for delivering, measuring, and improving the customer service experience and ensure higher product adoption.
• Advocate for organization-wide customer experience initiatives that increase buyer value for the company.
• Maintain a consistent customer experience across multiple channels, including all Business Units.
• Define key operational metrics and establish systems for tracking metrics that define customer success, including service level expectations.
• Work to deliver measurable impact on customer satisfaction scores, mitigate risk, and serve as point of escalation on emergent issues.
• Collaborate and unite leadership to create strategies for the organization that encourages a culture of customer success and positive customer experience.
• Work closely with marketing, product development, and sales to drive customer roadmap.

QUALIFICATIONS

• Bachelor’s degree
• 10+ years of combined experiences in senior management and software and/or technical client support function in multiple medias.
• 2+ years software and/or HIT industry experience required.
• 3+ years’ experience running a geographically dispersed organization while delivering results.
• Adept at establishing executive level relationships across strategic accounts

REQUIRED SOFTWARE EXPERIENCE

• Microsoft Office Suite

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Colorado Pay Law: If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to Recruiting@NetHealth.com

If you are a CA, CT, CO, IL, MD, NV, RI, WA or NY City resident and this role is available in one of those locales or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to Recruiting@NetHealth.com