VP Client Success

Position Summary: VP Client Success 

We are excited to announce an opportunity for a visionary VP of client success to lead our customer success team. In this pivotal role you will be entrusted with providing strategic direction operational leadership and overall executive guidance for our customer success team. Your efforts will focus on refining and implementing a comprehensive customer success strategy aimed at enhancing customer satisfaction and improving the scalability of the function. You will also play a key role in creating a cohesive roadmap in partnership with internal stakeholders including Clinical Member Experience Sales Tech and Finance. 

As an effective VP of Client Success you will ensure customers have the best possible experience and become enthusiastic advocates for VIVIO. You will be directly responsible for successful program implementation including seamless member onboarding and ongoing support with programlevel issues and reporting. Your broad understanding of other healthcare products and services that interface with the VIVIO solution will enable you to provide an exceptional overall experience for VIVIO customers. 

VIVIO is committed to maintaining a lean and efficient organization that emphasizes outstanding customer and member experience.  Your ability to think strategically and execute tactically in a fastmoving environment when necessary are both essential for this role. If you are a visionary leader with a genuine passion for driving meaningful change in the way healthcare is delivered we would be delighted to hear from you! 

Key Responsibilities: 

Providing a seamless implementation experience 

• Develop implement and improve the client implementation process. 
• Create metrics and reporting for the client implementation process 
• Manage a closedloop process to ensure that learnings are incorporated into successive implementations 

Maintaining the ongoing daytoday relationship management 

• Develop longterm relationships with assigned clients connecting with key business executives and stakeholders to understand changing customer requirements 
• Function as the clients advocate to ensure the customer receives the appropriate amount of attention and value 
• Become the inhouse expert on the clients business. Understand how the client differentiates itself in markets and creates client value  
• Oversee regular quarterly business reviews to ensure client needs and expectations are met 
• Proactively and continually manage customer issues and escalations 

Understanding customer partner ecosystems 

• Engage client partners who integrate with VIVIO. 
• Evaluate partners for fit into the VIVIO partner ecosystem 

Qualifications :

• Education: Bachelors degree in business administration Healthcare Management or a related field. MBA or other advanced degree preferred. 
• 10 years of experience in a senior Client Success Account Management or equivalent role 
• Demonstrated competence in senior leadership positions ideally managing crossfunctional teams. 
• PBM (Pharmacy Benefit Management) experience is required. 
• Demonstrated competence in storytelling and presentation skills whether in facetoface or virtual settings to executives with a particular fluency in engaging senior audiences. 
• Ability to successfully influence multiple stakeholders/constituencies. 
• Missiondriven highly motivated to drive impact in healthcare. 
• Proven ability to use data analytics to drive operational quality and financial performance. 
• Unafraid to roll up sleeves get it done and lead from the front. 
• Exceptional verbal and written communication skills 
• Strong analytic skills 
• Extreme attention to detail 
• Strong project management skills 
• 25 travel for team meetings and customer visits.  

Personal Attributes: 

• Strong problemsolving skills 
• Excellent relational skills and ability to get things done through teamwork persuasion and influence. Demonstrated diplomacy and patience skills in interacting with internal and external partners. 
• High level of integrity professionalism and empathy. 
• Mindset focused on innovation and thought leadership. 
• Ability to work in a fastpaced dynamic environment. 

Additional Information :

Compensation & Benefits  

• Base Salary: $170K$190K
• Annual Bonus eligible
• Comprehensive Benefits Package:  
• Medical Pharmacy Dental Vision  
• Life Insurance  
• Stock Options  
• 401(k) with Company Match  
• PTO  

VIVIO Health is an Equal Opportunity Employer. All information will be kept confidential according to EEO guidelines. 

Please be advised that job opportunities will only be extended after a candidate submits a completed job application and goes through our interview process including 1:1 and/or group interviews via phone video conferencing and/or inperson. All legitimate correspondence from a VIVIO employee will come from our Smart Recruiter Applicant Tracking System @smartrecruiter or @viviohealth email accounts.

Remote Work :

Yes

Employment Type :

Fulltime