Head of Customer Success

Head of Customer Success

The Head of Customer Success will lead customer implementation efforts and work closely with VEDA’s CEO and Sales and Engineering teams to establish processes and best practices that ensure optimal customer experience using VEDA’s platform. This role is responsible for customer retention and engagement from contract signing through the client lifecycle. This key team member will build strategies that support commercial goals and ongoing product development as VEDA works to scale nationally. The Head of Customer Success will nurture key customer relationships, identifying opportunities to support VEDA’s growth and ongoing product development.

 

Candidate Responsibilities

 

  • Establish processes and best practices alongside CEO and Sales and Engineering teams to ensure optimal customer experience and outcomes, including implementation, integration and ongoing utilization of VEDA’s capability
  • Serve as key point of contact for VEDA customers following deal closure
  • Nurture, cultivate and maintain customer relationships to identify new business opportunities for VEDA products
  • Review customer contracts to establish implementation and integration timeline, including key milestones, deadlines and KPIs; partner with customer contacts and VEDA Technology and Data science teams to manage to timelines
  • Manage internal and customer kick-off meetings; continue to hone processes to support scale
  • Establish and document best practices to support successful onboarding of new customers, specifically large, multi-state payer organizations
  • Build and constantly develop customer training collateral and processes, including communication for the introduction of new product features and functionality
  • Partner with leadership team in the build-out of broader Customer Success function across customer end-markets over time
  • Alongside Engineering team, Triage level 1 technological and / or data issues in the immediate term
  • Work alongside Implementation Manager and Technology and Data teams to support the build-out of the Technology support function; establish Triage levels, best practices, and ticketing processes that enable and support rapid growth and scale
  • Constantly seek ways to improve implementation, onboarding and ongoing customer engagement processes to ensure optimal customer outcomes
  • Identify and build processes to manage customer upsell opportunities; work alongside Sales and Finance to manage to VEDA’s revenue targets
  • Build process to provide product development teams with key customer feedback

 


Qualifications

 

  • Bachelors degree required; masters degree preferred
  • 5+ years of Customer Success experience implementing a healthcare solution with large enterprise payer and / or provider organizations
  • Desire to work collaboratively within a cross functional team
  • Strong knowledge of payer operations, particularly provider network management
  • Entrepreneurial; track record of achieving operational success in a lean, early stage, high growth environment
  • Ability to hire and retain high-performing, customer-focused team
  • Highly analytical; ability to leverage quantitative and qualitative data to drive decisions and generate results
  • Knowledge of JIRA software suite
  • Excellent oral and written communication skills

Apply at Careers@Vedadata.com