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VP, Customer Success

2 months ago

Gates, United States Therapy Brands Full time

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes. Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care. For more information, explore our solutions at therapybrands.com. Job Description Primary Responsibilities of this Position Manage and socialize a comprehensive customer support strategy implementing controls, tracking, and reporting to assess the health of customer relationships catching, raising, and mitigating issues early. Ensure strategy includes programs to deliver customer engagement/satisfaction; improve product awareness; increase product usage; promote organic revenue growth through cross selling and other means; drive retention and renewal. Drive a calm, collaborative sense of urgency around customer issues; facilitate RCA (Root Cause Analysis) for issues and implement comprehensive solutions to pain points that consider stakeholder needs. Represent the “voice of the customer” throughout the organization providing data points and recommendations which balance the customer needs and the organizational needs to drive client retention and revenue growth. Deliver overall management and development of Therapy Brands Customer Success team, setting high standards, driving alignment and collaboration to successfully achieve program objectives aligned with our customers’ business strategy. Build, nurture, and maintain close customer relationships spanning across executive leadership to decision makers and key influencers. Serve as a point of escalation for the customer for issues unable to be resolved at the Customer Success Manager level. Ensure appropriate empowerment and team member development to facilitate issue resolution quickly, efficiently, and satisfactorily without escalation. Identify and champion best practices in Customer Success including the use of scalable templates, tools, and processes to drive efficiency, alignment, effective planning, and execution. Qualifications Bachelor’s degree required Master’s degree a plus Minimum 10 years of progressively responsible managerial experience within the healthcare sector, including a minimum of five years’ experience in program management/customer success in the healthcare industry Demonstrated ability to lead the development of program strategies, timelines, progress and outcomes Ability to integrate cross-functional issues and balance competing priorities Skilled in effectively engaging C-Suite, team members, customers and stakeholders to build partnerships and achieve program goals Additional Information While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together All your information will be kept confidential according to EEO guidelines. At Therapy Brands , Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do. We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. Therapy Brands is an equal opportunity employer. #J-18808-Ljbffr