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VP of Customer Services

2 months ago

San Francisco, United States Verana Health Full time

Vice President of Customer Services About the Role: As the Vice President of Customer Services, you will play a pivotal role in overseeing all aspects of customer and centralized support within Verana Health. You will be responsible for ensuring exceptional customer experiences while also driving fiscal performance and project implementation efficiency. The ideal candidate will possess a strong financial acumen, understanding project margins, gross margins, and utilization metrics. Additionally, this role will oversee the management of project implementation services, including: data implementations (real-world evidence studies, direct data access/DaaS) and clinical trials SaaS products. This role requires a hands-on approach, with the ability to roll up your sleeves and dive into the details when necessary. Key Responsibilities: Financial Management Develop and implement strategies to optimize project margins, gross margins, and overall financial performance. Monitor and analyze financial metrics to identify areas for improvement and take proactive measures to address them. Collaborate with finance and accounting teams to ensure accurate financial reporting and forecasting. Project Implementation Services Oversee the successful implementation of projects, including real-world evidence studies, data as a service, and clinical trials offerings. Work closely with cross-functional teams (Quantitative Sciences, Product Management, Engineering) to ensure projects are delivered on time, within budget, and meet quality standards. Identify opportunities to streamline processes and enhance efficiency in project delivery. Customer Service Excellence Set high standards for customer service and ensure they are consistently met or exceeded. Build and maintain strong relationships with customers to understand their needs and preferences. Implement feedback mechanisms to gather insights from customers and use them to drive continuous improvement. Centralized Support Continue to build out the centralized support function, ensuring timely and effective resolution of customer inquiries and issues. Establish clear protocols and workflows for handling customer support requests to maximize efficiency and minimize response times. Provide leadership and guidance to support staff, fostering a culture of excellence and accountability. Basic Qualifications : Bachelor's degree in business administration, finance, or a related field; MBA or equivalent preferred. 10+ years of experience project management in the healthcare or life sciences industry with a proven track record of financial management and achieving fiscal targets. 5+ years of experience managing a team of customer success and support professionals. Strong understanding of data implementations, real-world evidence studies, and clinical trials. Excellent leadership and communication skills, with the ability to inspire and motivate teams. Ability to thrive in a fast-paced environment and adapt to changing priorities. Customer-centric mindset with a passion for delivering exceptional service.

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