VP, Client Success (Health Plans/Payers) - $160K - Remote

*Must have experience with upsell and retention strategies specific to Health Plans / Payers

This VP Client Success will be responsible for developing an appropriate account strategy, orchestrating and executing the tactics of forging and maintaining strong relationships with the Client organizations. They will develop a detailed understanding of the Client’s business and be able to effectively leverage relationship with the Client’s Executive, Operational and IT Support groups in support of optimal utilization of our SaaS solutions. The end goal is a successful, strategic partnership resulting in value realization, client satisfaction, revenue retention and a long term B2B relationship.

Responsibilities & Requirements:

1) Deliver Results for Assigned Healthcare Clients

a. Renew existing client agreements. Do so proactively, well in advance of Renewal dates.

b. Grow account Revenues through add-on sales and services (achieved through partnership with Sales team members).

c. Achieve high Net Promoter Survey scores.

d. Cultivate and provide access to reference-ready clients.

e. Create an annual Client Success Plan (strategy and tactics).

f. Execute the Client Success playbook (suggested activities and cadence of client activities).

2) Drive Client Relationships and Value Realization:

a. Drive the strategic vision and partnership between the client organization and our company, ensuring that strategic roadmaps are mutually shared, business objectives are aligned and achieved.

b. Efficiently leverage our Executive team, Product team and other enterprise resources in support of client satisfaction and account growth.

c. Establish and leverage beneficial relationships within the client (high and wide, at the executive level, department head level and IT and other support levels).

d. Manage and lead on-site and remote meetings, including Monthly and Quarterly Business Reviews.

e. Liaise between the client and internal stakeholders, serving as the client's advocate. Monitor activities and escalate client issues and drive resolution across multiple functions as necessary. Facilitate communication of any escalated issue to resources who may take the lead on driving resolution.

f. Work with Sales counterparts to ensure that the client is receiving services and contracted deliverables.

3) Collaborate on client strategy with Sales and Product Management:

a. Keep client satisfaction top of mind by developing detailed account business plans, orchestrating their execution and key business outcomes including Contract Renewals and Client Satisfaction as measured by our Annual Net Promoter Score surveys such that our organization is always the first vendor the client mentions when they think of "best in class".

b. Collaborate with Sales and Operations to identify and advance additional sales and services revenue opportunities. Support new sales opportunities for accounts that will be assigned to you once won.

c. Facilitate product introductions and play a material role in complimenting and driving successful implementations and operational adoption with the client.

d. Help clients succeed and execute with our products, develop a vision for how the product can be used, proactively identify potential issues that could hamper success, and ensure that the appropriate internal resources are working to resolve these issues.

e. Manage client data including basic client information (address, key contacts, renewal date, etc), as well as overall products client uses (from other organizations) in our SalesForce CRM.

Education & Experience:

· Minimum of 8+ years’ experience working in an account executive / sales executive capacity, preferably with demonstrable leadership presence and C-level experience.

· Experience in healthcare IT product retention and upsell strategy directly for health plans and related service providers (e.g., fulfillment, claims platforms, consulting, etc.)

· Specialized Knowledge/Skills

o Managing relationships with complex products and clients

o Administrative – ability to simplify the complex, accuracy and attention to detail

o Communication - verbal and written; ability to articulate a plan (what, who, when)

o Organizational

§ ability to multi-task and prioritize

§ manages deadlines

§ works independently and as a peer-team leader

o Computer proficiency (SalesForce, Outlook, Word, PowerPoint, Excel) required

· BS/BA degree or equivalent experience in Healthcare Practice Management. Master’s degree preferred