VP, Client Success

<div class="content-intro"><div>Pager Health is a connected health platform company that enables healthcare enterprises to deliver high-engagement, intelligent health experiences for their patients, members and teams through integrated technology, AI and concierge services. Our solutions help people get the right care at the right time in the right place and stay healthy, while simultaneously reducing system friction and fragmentation, powering engagement, and orchestrating the enterprise. Pager Health partners with leading payers, providers and employers representing more than 28 million individuals across the United States and Latin America.  </div><div>We believe that healthcare should work for everyone.  We believe that it’s too important to be as cumbersome and difficult as it is.  And we believe that there is a better way to deliver a simplified, more meaningful healthcare experience for all – one that we’re determined to enable.</div> </div>Pager Health is a tech-enabled, care navigation solution that delivers a “doctor in your family” healthcare experience by making it simple for consumers to connect with the trusted experts they need to make the right healthcare decisions. Through our AI-enabled digital platform, and URAC accredited clinical services, Pager Health brings consumers, nurses, doctors and other members of the care team together through text, voice and video chat, all in one place. We partner with healthcare organizations to deliver seamless, tech-enabled services and solutions for a consumer experience that leads to better decisions, outcomes and healthier lives. Started in 2014 and based in New York City, Pager Health is led by seasoned technology and healthcare entrepreneurs to redefine the way that consumers interact with their healthcare. Join us as the VP of Client Success! In this exciting role, you will be managing a global team of Client Success personnel primarily in the United States. You will develop senior level relationships with C-Suite, Vice President and Director-level personnel in the payer, provider and employer space. This role is critical to the continued success of the company and candidates must have experience managing teams  responsible for implementation, configuration, support and expansion primarily in the healthcare payer space. This is a remote role with up to 50% travel required.  The VP, Client Success is responsible for growing and maintaining a team of Client Services Executives and Managers responsible for driving the ongoing attainment of outcomes, technology adoption and satisfaction across the customer portfolio. They are the internal voice of the customer - coordinating the approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, performance management,  and creating an inspiring team environment. This role will consult on all client accounts and will support Sales and Product in RFPs and client discussions; Represents the customer on internal committees and initiatives (or delegates this responsibility).  Essential Functions:<ul><li>Manage a team of Client Success personnel globally. Manage all elements of the teams supporting customer relationships of major, complex accounts.</li><li>Develop relationships with C-Suite and Director-level personnel in the payer and employer space.</li><li>Nurture and grow relationships with client executives to identify strategic partnership opportunities. Drive and maintain partner's reference-ability.</li><li>Support internal business planning and forecasting processes through intimate knowledge of strategic relationships and future revenue opportunities.</li><li>Drive retention and growth of all customers by gaining access across all levels of the organization, utilizing a consultative approach to identify business needs, develop custom solutions and measure outcomes</li><li>Develop and maintain executive relationships across the customer base</li><li>Track and report metrics related to customer experience including renewal, expansion, turnover and overall customer health</li><li>Develop and implement customer segmentation strategy to optimize revenue and profitability</li><li>Manage customer success activities related to onboarding, training, customer success management, renewals, cross-sell/up-sell, QBR execution and advocacy</li><li>Represent the voice of the customer to inform our sales process and product roadmap</li><li>Optimize the customer lifecycle, identify opportunities for continuous improvement and learn from best practices within the industry</li><li>Collaborate with internal teams and leadership to ensure customer growth goals are consistently achieved</li><li>Support AEs in retaining, renewing and growing major accounts. </li></ul>Work Experience Requirements:<ul><li>10+ years related work experience. Experience in face-to-face management of strategic accounts or large account sales.</li><li>Significant experience dealing with C-level/VP and Director level executives internally and with clients.</li><li>Significant experience managing high performance teams and leading that team’s participation in internal and external initiatives.</li><li>Significant experience with strategic accounts or payer account management required.</li><li>Experienced in designing, developing and deploying wellness programs within a health plan is preferred.</li><li>Strong understanding of the business requirements from health plan and key accounts and how to transition those requirements into product requests, system requirements and acceptance criteria.</li><li>Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)</li><li>Excellent oral and written communication skills.</li><li>Strong interpersonal and organizational skills</li><li>Must be a team player, be organized and have the ability to handle multiple projects</li></ul>For Colorado, Nevada, New York, and Washington DC-based employment: In accordance with the Pay Transparency laws the salary range for this position is $250,000 to $260,000. The compensation package may include commissions, stock options, plus a range of medical, dental, vision, financial, generous PTO, stipends for professional development, and wellness benefits. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. The range listed only applies to Colorado, Nevada, New York, and Washington DC.<div style="margin: 0px; padding: 0px; color: rgb(0, 0, 0); font-family: 'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif; font-size: 12px; white-space: normal; background-color: rgb(255, 255, 255);"> </div><div class="content-conclusion"><div>At Pager Health, you will work alongside passionate, talented and mission-driven professionals – people who are building scalable platforms, solving critical enterprise-level challenges in health tech and providing concierge services to help individuals access the medical care and wellbeing programs they need.  </div>You will be encouraged to shape your job, stretch your skills and drive the company’s future. You will be part of a remote-first, dynamic and tight-knit team that embraces the challenges and opportunities that come with being part of a growth company. Most importantly, you will be an industry innovator who is making a positive impact on people’s lives.    At Pager Health, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please be aware that all official communication from Pager Health regarding employment opportunities will originate from email addresses ending in @pager.com. We will never request personal or financial information via email. If you receive an email purporting to be from Pager Health that does not adhere to this format, please do not respond and report it to security@pager.com. Pager Health is committed to protecting the privacy and security of your personal information </div>

USA Remote Jobs