VP of Customer Success

San Francisco, CA /
Executive – Executive /
Full-time
/ Remote
all.health is at the forefront of revolutionizing healthcare for millions of patients worldwide. Combining more than 20 years of proprietary wearable technology with clinically relevant signals, all.health connects patients and physicians like never before with continuous, data-driven dialogue. This unique position of daily directed guidance stands to redefine primary care, while helping people live happier, healthier and longer.

This VP of Customer Success is an experienced health system advisor, master communicator, problem solver, and manager responsible for the customer relationship with Health Systems and Independent Providers. In this role, you will be responsible for managing the success of the relationship with initial all.health provider customers to achieve the goals and objectives identified by the customers and all.health. This responsibility includes identifying, quantifying, qualifying, tracking, evaluating and realizing customer opportunities. Additionally, this position will be responsible for facilitating, developing and designing processes that improve overall customer experience. The VP of Customer Success will also act as customer advocate and liaison back into all.health organization at all levels to communicate improvement opportunities for the all.health product and experience (field sales, customer service, implementation, contracts, operations). 

We are seeking a candidate who is customer-driven; an entrepreneurial-minded team player that is laser focused on meeting customer needs and working proactively to build long-lasting relationships and sustainable processes and solutions.  After initial customer deployments, this individual will be responsible for building our national Customer Success team that can serve all.health provider clients across the United States.

Location: Fully remote role, ability to travel and spend significant time onsite with clients in the Midwest United States.

Below are the accountabilities for the role.

Customer Relationship and Contract Management

    • Manages customer account portfolio which will require a consultative approach
    • Demonstrates deep customer expertise; collaborates with appropriate parties to identify the drivers leading to business success and expansion of the all.health product
    • Serve as the primary point of contact for the customer at all levels of the organization for problem resolution and project identification; demonstrate advanced knowledge of customer relationship management and operations functions, bridging the gap between sales and support functions
    • Communication management, including the ability to manage communication of sensitive situations and/or information in a professional manner
    • Facilitate communication between the customer and all.health regarding service levels, product development, and high-level service issues to ensure greater customer satisfaction and ease of doing business with all.health
    • Communication with all.health departments and functions ( SW Engineers, Sales, Finance, Product, Inventory, etc)
    • Lead cadence calls, committees, and meetings
    • Responsible for coordination and oversight of all.health and customer Governance committees (Provides a comprehensive level of customer support by explaining products/services)
    • Deliver on commitments made during the sales process by operationalizing and owning the terms and conditions of the customer agreement to the full extent
    • Develop strategic plans that increases the all.health platform footprint for each client in collaboration with the all.health executive team, sales, and other cross-functional teams. Identify critical account management capabilities and customer needs through a deep understanding of business and customer base

Issue Resolution

    • Accountable for the accuracy of account demographics and oversees the accuracy of new account setup
    • Provides appropriate level of customer support on complex customer issues
    • The customer advocate and liaison back to the all.health organization (Field Sales, Customer Service, Generics, Implementation, Contracts, Operations, Inventory, and Accounts Payable/disputes, etc) to drive operational excellence and maximize customer loyalty
    • Ability to work across all functional areas representing the Voice of Customer (VoC) to enhance the customer experience

Project Management

    • Identify opportunities to improve efficiency while providing flawless transactions, services, and products
    • Works to understand complex functional situations by breaking them down into smaller pieces creating industry best practices
    • Understands the customer, with the ability to actively engage the customer and all.health internal teams to maximize results

Analytics and Reporting

    • Create joint value for both all.health and the customer by: Identifying opportunities for new deployments, analyzing data, and communicating to the customer
    • Decreasing reliability on secondary sources by improving service level and product availability
    • Leading Business Review preparation and delivery, partnering with sales counterpart as appropriate, with a focus on delivering insights and generating productive conversations around strategic initiatives/partnership
    • Analysis of all.health and customer data to track and sustain continuous improvement for initiatives and routine business needs and provide helpful information for business decisions to both parties

Skills & Capabilities

    • Demonstrate advanced knowledge of the healthcare environment and the impact operations and delivery of care
    • Demonstrate ability to problem solve and develop key relationships with external and internal customers
    • Go-getter, team player, focused on continuous improvement and development
    • Ability to identify needs, take action and manage existing projects and new deploymentsStrong process management and account management skills
    • Build a repeatable Customer Success playbook that can scale across all.health’s provider clients
    • Leadership and management skills

Qualifications

    • Bachelors degree preferred
    • Health care background
    • Technology background
    • 6-8 years experience
    • Excellent communication skills
    • Strong organizational skills
    • Experience communicating in front of business leaders
    • Background in customer-facing role preferred

What is expected of you and others at this level

    • Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
    • May contribute to the development of policies and procedures
    • Works on complex projects of large scope
    • VoC for product development
    • Completes work independently receives general guidance on new projects
    • Work reviewed for purpose of meeting objectives
    • Build out and lead a Customer Success team that can scale across all provider clients
The target annual base salary range for this position is $200,000 - $225,000. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.