Vice President, Client Success - Remote

Pager 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 AI-enabled technology, Pager brings consumers, nurses, doctors and other members of the care team together through secure chat, 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 is led by seasoned technology and healthcare entrepreneurs to redefine the way that consumers interact with their healthcare.

The Vice President, 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).

The Vice President, Client Success will manage a team of Client Success personnel across the United States. Develop relationships with C-Suite and Director-level personnel in the payer and employer space. This role is critical to the continued success of the company and candidates must have experience managing teams in healthcare IT, payer or employer wellness space.

Essential Functions

• Manage a team of Client Success personnel across the United States. Manage all elements of the teams supporting customer relationships of major, complex accounts.
• Develop relationships with C-Suite and Director-level personnel in the payer and employer space
• Nurture and grow relationships with client executives to identify and mine sales or strategic partnership opportunities. Drive and maintain partner's referenceability.
• Support internal business planning and forecasting processes through intimate knowledge of strategic relationships and future revenue opportunities.
• Drive retention and growth of all customers by gaining access across all levels of the organization, utilizing a consultative/solution selling approach to identify business needs, develop custom solutions and measure outcomes
• Develop and maintain executive relationships across the customer base
• Track and report metrics related to customer experience including renewal, expansion, turnover and overall customer health
• Develop and implement customer segmentation strategy to optimize revenue and profitability
• Manage customer success activities related to onboarding, training, customer success management, renewals, cross-sell/up-sell, QBR execution and advocacy
• Represent the voice of the customer to inform our sales process and product roadmap
• Optimize the customer lifecycle, identify opportunities for continuous improvement and learn from best practices within the industry
• Collaborate with internal teams and leadership to ensure customer growth goals are consistently achieved
• Support AEs in retaining, renewing and growing major accounts.
• The essential functions listed represent the major duties of this role, additional duties may be assigned.

Requirements:

• 10+ years of related work experience. Experience in face to face management of strategic accounts or large account sales
• Significant experience dealing with C-Suite/Sr. Director level executives internally and with clients
• Significant experience managing high performance teams and leading that team's participation internal and external initiatives
• Significant experience with strategic accounts or payer account management is required
• Experienced in designing, developing and deploying wellness programs within a health plan is preferred.
• 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.
• Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
• Excellent oral and written communication skills.
• Strong interpersonal and organizational skills
• Must be a team player, be organized and have the ability to handle multiple projects
• Willing to travel at least 35% on an annual basis

For Colorado, Nevada, and New York-based employment: In accordance with the Pay Transparency laws the pay range for this position is $200,000 to $275,000. The compensation package may include 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, and New York.

Offers are contingent upon the successful completion of a background check. This may include but is not limited to substance testing, education, employment, references, state and federal licensure and certifications, criminal history, Office of the Inspector General (OIG) and General Services Administration (GSA) exclusions checks.

At Pager, 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.