Senior Vice President of Customer Success

22 hours ago

Plymouth Meeting, Pennsylvania, United States Accolade Full time
About Accolade

Accolade is a leading healthcare technology company that provides personalized healthcare solutions to millions of people and their families. Our mission is to help every person live their healthiest life by delivering exceptional healthcare experiences that are personal, data-driven, and value-based.

Role Overview

We are seeking a visionary Customer Success Executive who is passionate about shaping and driving our customer success strategy. This pivotal role reports to the EVP Growth & Retention and offers the opportunity to grow with our organization, making a significant impact on our customers' satisfaction and Accolade's success.

A Day in the Life...

As a Customer Success Executive, you will be responsible for developing and implementing a segmented, customer-centric success strategy that aligns with Accolade's objectives. You will collaborate seamlessly with sales, implementation, product, operations, and other teams to ensure an exceptional customer experience throughout the customer lifecycle.

Key Responsibilities:
  • Strategic Leadership and Vision: Develop and implement a customer success strategy that drives customer satisfaction, retention, and growth.
  • Customer Relationship Management: Manage customer relationships, ensure outstanding satisfaction, and maintain strong partnerships with associated consultants.
  • Team Growth and Development: Recruit, train, and mentor a high-performing customer success team, including VPs, directors, and CSEs.
  • Operational Excellence: Establish and monitor key performance indicators (KPIs) to drive continuous improvement and measure success in customer success processes and tools.
What We Are Looking For...

We are seeking a seasoned professional with a proven track record in customer success, account management, or a similar function. The ideal candidate will have:

Requirements:
  • Experience: At least 15 years of professional experience in health services, employer health benefits, health benefits consulting, health management consulting, wellness solutions, or related fields.
  • Relationship Management: Proven expertise in managing customer relationships, achieving high levels of customer satisfaction and retention.
  • Leadership: Demonstrated ability to lead and develop high-performing teams.
Benefits

Accolade offers a comprehensive benefits package, including:

  • Comprehensive medical, dental, vision, life, and disability benefits.
  • 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 days per year.
  • Employee Stock Purchase Plan (ESPP) w/ employee discount.

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