Vice President of Client Success

1 month ago

Irvine, United States Vanguard Healthcare Staffing Full time

The Vice President of Customer Experience is responsible for the delivery of an exceptional customer experience at all customer touchpoints in alignment with growth objectives and vision to transform disease management into a new standard of care. This position is responsible for the team that serves as the primary point of contact for customer accounts and collaborates internally with sales leadership and territory managers, operations, and billing to support the total customer relationship. Through leadership of the customer care, logistics, and Guidance licensing implementation teams, the VP of Customer Experience will develop and refine processes, establish and maintain KPIs, respond to inquiries, and problem-solve to ensure the highest levels of customer satisfaction and long-term customer loyalty.


Note: This is a fully on-site role. Candidates must be able to reliably commute to our Irvine, CA, office daily for work.


Primary Responsibilities:

  • Provide leadership to the customer service, logistics, and Guidance licensing implementation teams and collaborate with the operations and commercial teams to achieve customer service and growth objectives in support of overall business goals.
  • Hire, train, and develop, high-performance team members focused on new customer acquisition and customer retention.
  • Accountable for the management of all client queries, logistics, supply fulfilment and overall customer and Guidance platform licensing satisfaction.
  • Own and drive customer retention and satisfaction and serve as voice of the customer.
  • Develop, maintain and report customer satisfaction and retention goals and metrics.
  • Foster a culture of continuous process improvement. Partner with leadership team members to identify opportunities for client support process improvements and design. Facilitate successful implementation of new programs through the organization.
  • Work closely with the sales and business development team and leadership to help properly define client expectations and support methodologies to ensure overall organizational success.
  • Ensure customer and growth-related reports and other internal intelligence is provided to leadership. Develop and implement new reporting tools and dashboards as needed.
  • Work collaboratively with the commercial team to own, support, and leverage the CRM tool.
  • Ensure compliance with all company policies and government regulations.

Reasonable accommodations may be made for individuals with disabilities to perform the essential functions.


Required Skills:

  • BA/BS in biological sciences, medical technology, business, or other related discipline
  • 10+ years of successful commercial or customer relationship experience including strong influencing skills.
  • Experience building and leading high-performance teams
  • Direct experience in the laboratory services environment with a demonstrated understanding of the provider experience
  • Ability to develop and sustain strong customer relationships
  • Operate with the utmost professionalism and an appreciation for proper business acumen
  • Excellent oral and written communication and presentation skills
  • Strong planning and organizational skills

Desired Attributes:

  • Action-oriented
  • Professional
  • Customer-focused
  • Highly ethical
  • Exceptional listener
  • Articulate
  • Collaborative
  • Organized
  • Detail-oriented
  • Great sense of urgency


Base salary for this role will be commensurate with skillset and experience, but is expected to fall within the range of $180,000 annually - $220,000 annually with additional bonus potential.

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