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Vice President, Enterprise Client Success

 

Are you looking for a high energy, strategic, and fast-paced position as a Vice President, Enterprise Client Success?  Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

 

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements.  We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent.  Join us and make a difference.

 

WHAT CAN RELIAS OFFER YOU?

  • Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
  • Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
  • Active Employee Resource Groups open to all employees!
  • Comprehensive onboarding program – a great introduction to our company, customers and culture!
  • Growth and career advancement opportunities!
    • 20%+ annual employee promotion and transfer rate
    • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
    • Professional development gained from conference attendance and participation in organizations like NC Tech

 

 

The Vice President, Enterprise Client Success will provide strategic guidance for all high touch market segments with dedicated client success professionals. 

 

The Vice President, Enterprise Client Success will lead a team of client success professionals responsible driving client strategy, effective solution adoption, and increase value realization with Relias’s products and services.  The Vice President, Enterprise Client Success must maintain constant cross-functional collaboration for success with our employees and our customers and should focus on creating a team-based approach for relationship management between Client Success and Sales.

 

WHAT YOU’LL BE DOING:

  • Leading a management team of 4-6 and overseeing a team of 40+ client success professionals
  • Providing senior leadership to managers and staff while working with Client Care peers on joint projects
  • Acting as a change agent; formulating and promoting Enterprise Client Success strategy, direction, and initiatives
  • Collaborating across other departments to ensure voice of the enterprise customer is represented and helping to foster company-wide culture of client success
  • Acting as the ultimate point of escalation for enterprise client issues
  • Creation of and ensuring team’s adherence to processes, procedures, and policies
  • Regularly traveling to nationally strategic clients
  • Liaising with peers in other departments to work together, taking care of specific clients for retention, reference, or new deals that protect overall company revenue and margin
  • Constantly enhancing key metrics to drive success with our most strategic customers at scale, including contributing to client health strategy and churn reduction
  • Determining how to define, drive, and demonstrate ROI delivered
  • Finding ways for client success managers to deeply understand client’s objectives and to become a trusted advisor
  • Owning budgeting and planning for the Enterprise Client Success team


YOU’VE GOT WHAT IT TAKES IF YOU HAVE: 

  • 10+ years’ experience in customer success, account management, or consulting
  • 5+ years’ experience coaching and developing leaders and individual contributors
  • 5+ years’ experience in the SaaS industry
  • 3+Experience driving customer engagement and product adoption with Enterprise customers
  • Bachelor’s or equivalent executive experience of 5 years in similar role
  • Experience integrating new processes, teams, and customers in a highly acquisitive environment
  • Ability to manage and motivate client success professionals
  • A client-first focus, while managing within the constraints of a high growth business
  • A drive to continually look for improvements and the ability to develop/drive plans for implementation
  • Proven experience as a customer obsessed leader who drives continuous improvement, resulting in higher net retention, higher NPS, and customer-accepted positive outcomes
  • Strong communication and presentation skills, both verbal and written
  • Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferred
  • Results-oriented executive who combines best-in-class strategy with strong execution capability
  • Excellent verbal and written communication skills with the ability to influence others outside of direct leadership responsibility 
  • Proficiency in computer skills (MS Word, Excel, PowerPoint, Outlook) and customer relationship management software (Salesforce, Gainsight, Zendesk, ChurnZero, etc.)
  • Demonstrated ability to perform in a metrics-driven, process-based environment with high accountability

 

 

Relias is an Equal Opportunity Employer and a Drug-Free workplace

 

Covid-19 Considerations:

Relias new hires are required to submit proof of completing a COVID-19 vaccine series (1st & 2nd dose of Moderna or Pfizer; or single dose of Johnson & Johnson as well as a booster shot, if time applicable) during their onboarding process. For new hires that are going to be required to be onsite ongoing (i.e., essential staff), we will allow application for approval of medical and/or religious exemption.

 

Company: Relias LLC 

Country: United States of America 

State/Region: North Carolina 

City: Morrisville 

Postal Code: 27560 

Job ID: 223622

Date:  Jun 11, 2022
Location: 

Morrisville, NC, US, 27560


Nearest Major Market: Raleigh

Job Segment: Executive, VP, CRM, Relationship Manager, Outside Sales, Management, Technology, Customer Service, Sales

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