Senior Vice President of Client Success

2 weeks ago

Plymouth Meeting, Pennsylvania, United States Accolade Full time
About Accolade
Accolade (Nasdaq: ACCD) is dedicated to delivering an outstanding healthcare experience for millions of individuals and their families, emphasizing a personalized, data-driven, and value-oriented approach to promote healthier living. Our solutions integrate virtual primary care, mental health support, and expert medical opinion services, all enhanced by intelligent technology and superior care navigation. By prioritizing personalized healthcare, Accolade fosters connections that guide individuals and their families to the appropriate care at the right moment, ultimately improving health outcomes, reducing costs, and ensuring high consumer satisfaction, consistently exceeding 90%. For further details, please visit our website.

Role Overview

We are in search of a distinguished Customer Success Executive who possesses extensive experience in relationship management within the employee benefits sector and is passionate about cultivating and leading high-performing teams. This critical position, reporting directly to the EVP of Growth & Retention, presents an opportunity to significantly influence our customer success strategy and contribute to the overall satisfaction of our clients and the success of Accolade. If you excel in a fast-paced environment and are eager to lead transformative initiatives, we invite you to explore this opportunity.

A Day in the Life...

Strategic Leadership and Vision:
  • Formulate and execute a customer-centric success strategy that aligns with Accolade's overarching goals.
  • Collaborate effectively with sales, implementation, product, operations, and other departments to ensure an exceptional customer journey throughout the lifecycle.
  • Foster and maintain robust relationships with key internal stakeholders across our government solutions, health plans, and consultant strategy divisions.
  • Drive the advancement of the customer success function, enhancing customer satisfaction, retention, and growth for both clients and the customer success team.
Customer Relationship Management:
  • Oversee customer relationships, ensuring high levels of satisfaction and loyalty while maintaining strong partnerships with associated consultants.
  • Guide clients through Accolade's product roadmap, advocating for the adoption of new features and best practices.
  • Utilize analytics and insights to create customized strategies for each client, proactively identifying risks and driving actions based on data, while sharing insights across the organization.
  • Facilitate contract renewals and expansions, maximizing revenue potential.
Team Growth and Development:
  • Recruit, train, and mentor a high-performing customer success team, including VPs, directors, and customer success executives.
  • Set clear performance expectations, providing ongoing coaching and feedback.
  • Foster a positive, collaborative, and customer-focused culture within the team.
  • Implement a comprehensive enablement practice to ensure continuous team development.
Operational Excellence:
  • Establish and track key performance indicators (KPIs) to drive continuous improvement and assess success in customer success processes and tools.
  • Ensure operational excellence in every client interaction, including presentations, meetings, and communications.
  • Evaluate and enhance the use of tools and systems, such as Salesforce, to manage customer accounts and monitor performance; recommend improvements as necessary.
  • Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution.
What We Are Looking For...

Experience:
  • Bachelor's degree in Business, Healthcare, or a related field; a Master's degree is preferred.
  • A minimum of 15 years of professional experience in health services, employer health benefits, health benefits consulting, health management consulting, wellness solutions, or related fields, with a profound understanding of employee benefits from a carrier, health plan, or related perspective.
  • At least 5 years of demonstrated success in a senior leadership role within customer success, account management, or a similar function.
Relationship Management:
  • Proven track record in managing customer relationships, achieving high levels of satisfaction and retention.
  • Established credibility and influence in the employee benefits domain, with the ability to leverage this both internally and externally.
  • Strong financial acumen, with experience in negotiating and driving revenue growth.
  • In-depth knowledge of best practices for utilizing Salesforce or other Customer Relationship Management (CRM) software.
Leadership:
  • Demonstrated capability to lead and develop high-performing teams.
  • Exceptional communication skills, with the ability to effectively present to and influence senior executives and decision-makers.
  • Ability to work effectively across departments and lead cross-functional initiatives.
  • Willingness to travel as necessary, estimated at 50%.
Benefits
  • Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
  • HDHP medical plan with generous employer contributions towards an HSA.
  • 401(k) Retirement Plan with matching employer contributions.
  • Open Time Off.
  • Generous Holiday Schedule + 5 floating holidays.
  • 18 weeks of paid parental leave.
  • Subsidized commuter benefits programs.
  • Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger.
  • 1 Volunteer day per year.
  • Employee Stock Purchase Plan (ESPP) with employee discount.
Our People are the Heart of Accolade

At Accolade, we are committed to creating a workplace where everyone can grow and thrive. We achieve this by embodying our core values:

Member Obsessed
For everything we do, we ask ourselves: Is this going to make our member's life measurably better?

Be Fearless
We think differently. We do what's never been done. We are reinventing healthcare every step of the way.

Stronger Together
We honor the differences among one another and recognize that our unique perspectives drive us forward.

Genuine Care
We care deeply about the individuals we work with and serve. We support one another.

Embrace Reality
We rely on data, communicate truthfully, and trust each other.

Relentless Execution
We operate with a bias for action. We take initiative, move quickly, and enjoy our work.

Accolade embraces a hybrid work environment, allowing employees to enjoy the flexibility of working from home while also providing opportunities for in-person collaboration and innovation. Our hybrid model requires employees living within 40 miles of an Accolade office to be present in the office for at least two days each week. Accolade is committed to providing reasonable accommodations to qualified employees with disabilities or for sincerely held religious beliefs.

Accolade is an Equal Opportunity and Affirmative Action Employer, dedicated to fostering an inclusive environment for all qualified applicants and employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US. We are committed to ensuring a comfortable and positive interview experience.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never request payment for job opportunities. If you encounter such requests, please report them as scams. For more information on our data use policy, please visit our Accolade Privacy Policy Page. All information will be kept confidential according to EEO guidelines.

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