VP Customer Success (Remote) at Carta Healthcare in Remote
Responsibilities:
Drive Customer Success OutcomesIncrease renewal rates and reduce churnExpand our revenue in accounts through cross-sell and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction, and overall health scoresDrive new business growth through greater advocacy and reference-abilityDefine and Optimize Customer LifecycleMap customer journeyDevelop listening points in the journey (e.g., usage, satisfaction, etc.)Standardize interventions for each point in journeyDefine segmentation of customer base and varying strategiesIdentify opportunities for continuous improvementLearn from best practices in the industryManage Customer Success ActivitiesOnboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell, AdvocacyMeasure Effectiveness of Customer SuccessDefine operational metrics for teamEstablish system for tracking metricsCreate cadence for review within teamExpose subset of metrics to executive team, company, and boardLead World-class Customer Success TeamRecruit experienced leaders for each functional roleAttract high potential individual contributors into teamCreate rapid onboarding process for new team membersFoster collaboration within team and across customer lifecycleEncourage continuous learning within teamEnhance Effectiveness and Efficiency Through TechnologySupport systems, Customer marketing software, Reference and advocacy solutions, Customer Success Management platformInspire Customer Success Across CompanyCreate company-wide culture of Customer SuccessAlign with Marketing around marketing to existing clientsAlign with Product around driving product roadmapAlign with Sales around cross-sell and up-sell and focus on selling with a retention focusAlign with Finance around measurement and forecastingAlign with Executive Team around key metrics and objectivesDrive company-wide definition of ideal customerCreate company-wide customer feedback loopWhat you'll need:
5 years experience in leading customer-facing organizationsAbility to manage influence through persuasion, negotiation, and consensus buildingIdeally combined background of post-sale and sales experienceStrong empathy for customers AND passion for revenue and growthDeep understanding of value drivers in recurring revenue business modelsAnalytical and process-oriented mindsetDemonstrated desire for continuous learning and improvementNet Promoter Score (NPS) experience a plusEnthusiastic and creative leader with the ability to inspire othersExcellent communication and presentation skillsRelevant Bachelor's degree; preference for computer science or related degreesWhy we love Carta Healthcare, and why you will too!
Industry leading productsWork hard, and have fun doing itWork alongside some of the most talented and dedicated teammatesMission drivenMedical, Dental, Vision, 401KFlexible time offSalary Range:
$200K -- $250K
Minimum Qualification:
Account Management
Estimated Salary: $20 to $28 per hour based on qualifications
Company Information:
Our multidisciplinary team of experts combines insights from various industries to innovate solutions to common healthcare data challenges. We are passionate about improving the healthcare environment to make the patient journey more predictable and successful. We complement our industry-leading technology with our team's expertise to streamline workflows that have traditionally been roadblocks to hospitals efficiently harnessing their own data for patient care, quality, operational, and research initiatives. We believe that the path to a better patient journey starts with allowing nurses and physicians to once again focus on practicing and advancing medicine.
Privately Held
Founded: 2017
Company Specialties:Artificial Intelligence, Healthcare IT, Machine Learning, EHR Integration, Clinical Data Abstraction, Clinical Notes, Patient Registries, Preference Cards, and Perioperative Performance
#J-18808-Ljbffr
