Associate Vice President of Client Success - Healthcare

Associate Vice President (AVP), Client Success

Summary of Position:

The AVP of Client Success is focused on the customer, customer retention, customer service, and building customer relationships for the organization. In this role the AVP unites the Sales and Operations teams with a customer-centric vision so that all departments work together to support this viewpoint and deliver a consistent experience. This individual engages the organization in managing customer relationships and organically growing the business/revenue, while assisting sales in developing new revenue opportunities. Additionally, this role creates a persistent focus on the customer in the actions the company takes; driving the organization to work together for optimum customer experience delivery.

Duties & Responsibilities:

• Assist the CCO and broader sales and operations teams regarding client service, retention, and account management
• Work collaboratively with the sales and account management team to plan and execute scalable organic and new business growth
• Incorporates client retention and account mgmt strategies that increase revenue and customer loyalty through deeper diving into existing contracted services and technologies
• Assist in planning and managing quarterly reviews between Verisma and client executives. Manage meeting outcomes and deliverables by collaborating with Operations Directors, sales team and R&D resources
• Help to drive efforts to enhance the value of all sales and marketing assets and work closely with the team for brand positioning and growth
• Review the financial results of designated operations accounts, measured against the company's objectives, and take appropriate measures to assist in identifying solutions to improve growing the revenue and improving margins
• Utilize quantitative and qualitative analysis to assess customer relationships to refine and continuously improve service delivery
• Responsible for expanding client relationships into other areas of their organization including but not limited to revenue cycle, compliance, radiology, and managed care divisions
• Meet all goals and objectives provided in business plan
• Live by and promote Verisma’s Core Values

Minimum Qualifications:

• Bachelor’s Degree preferred
• Proven track record of ensuring client retention strategies that build customer loyalty
• 10+ years of diversified leadership roles, driving and implementing revenue growth in the healthcare space
• Proven history of partnering with sales executives to develop sales strategy around new and organic business development and retention
• History of decision making based on business metrics
• Excellent verbal and written communication and presentation skills with top-notch customer service approach
• Proficient understanding of business sensitivities and confidentiality
• Natural curiosity and personal drive to find creative solutions to complex problems. Demonstrated ability to manage ambiguity and apply problem-solving skills
• Ability to work effectively and independently in high volume & fast-paced environments
• Ability to travel 40% of the time to client healthcare sites
• Strong level of patience to resolve issues