Head, Customer Success and Operations

Repisodic is the leading provider of discharge automation software for US health systems. We offer an EHR integrated platform that streamlines health system discharges while driving high quality patient outcomes.

About the Head of Operations & Customer Success position

We are looking for a Head of Operations & Customer Success (Provider Data, Key Accounts, Customer Success) who will lead our team's daily operational activities and maintain relationships with key customers. This person will report directly to our CEO and lead our company's Provider Data Management and Customer Success teams, while also implementing operational procedures/processes to ensure first in class customer service. This position is both internal AND client facing, so the candidate we are looking for must demonstrate success developing and maintaining customer relationships as well as internal employee relationships/team-environment. This role is hybrid, requiring periodic in person work at our Philadelphia headquarters – so living within reasonable driving distance of Philadelphia is preferred.

You should be comfortable designing and implementing new operational processes. Additionally, a strong ability to analyze and construct datasets to evaluate and communicate company performance internally and externally to customers is required. Ability to interact, communicate, maintain, and build relationships with healthcare executives (our customers) is also critical in this role.

As our Head of Operations & Customer Success you will:

• Perform evaluation of the efficiency of business procedures according to organizational objectives and apply improvements, on a regular basis
• Work together with executives and top managers to make decisions for operational activities and set strategic goals
• Monitor daily business activities and client interactions to delight and exceed expectations of customers
• Enforce policy, standard procedures, and operating systems across the company
• Supervise the work of different departments and provide constructive feedback and plans for improvement
• Perform evaluation of overall company's performance by gathering, analyzing and interpreting data and metrics
• Build and maintain relationships with key customer organizations: health systems and post-acute care organizations
• Be the primary contact for health system and key post-acute care provider customers, maintaining regular and ongoing communication with key customer stakeholders to ensure satisfaction
• Manage and organize customer support processes, tracking and enhancing customer satisfaction
• Evaluate company financial information and optimize operational budgets
• Review and update policies and promote their implementation
• Organize relationships and agreements with external partners/customers and vendors
• Verify the compliance of company's operations to legal regulations and inner policies

Head of Operations & Customer Success requirements are:

• 3+ years' experience of working on a Director, Head, or VP of Operations or other relevant position
• Solid experience with diverse business functions and principles (e.g. account management, finance, customer service, long-term customer satisfaction etc.)
• Customer facing experience managing customers at the executive level
• Good practical knowledge of data analysis and performance/operation metrics
• Working experience with MS Office, Salesforce CRM and various business software (previous use or experience with a technology or implementation is a plus)
• Strong organizational and leadership abilities
• Strong communication and people skills
• Good knowledge of healthcare operations, specifically: health system discharge processes, care management workflows and post-acute provider operations
• BSc or BA degree in business administration or other relevant area; MSc or MA degree will be a bonus