VP Customer Experience
Air Methods
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $190,000 - $260,000 per year
Job Level
Lead
About the role
- Responsible for developing support processes and procedures to align strategic initiatives between Air Methods and our partners.
- This role will focus on strengthening relationships with key stakeholders, identifying and mitigating risk, and working cross-functionally to optimize our partner engagements to achieve commercial goals.
- Success will be contingent upon partner satisfaction, retention, and growth.
- Cultivate relationships with mid- to senior-level stakeholders at hospital systems and stand-alone facilities.
- Support executive sponsors in maintaining board-level and C-suite engagement.
- Coordinate customer touchpoints and ensure consistent communication across accounts.
- Implement CX programs that align with contract deliverables and customer expectations.
- Lead account-level business reviews and ensure follow-through on action items.
- Monitor service performance and escalating issues impacting customer satisfaction.
- Collect and analyze feedback from hospital partners to identify trends and improvement areas.
- Collaborate with analytics teams to translate insights into actionable initiatives.
- Advocate for customer needs within internal planning and decision-making forums.
- Identify risks to the partnership/business and facilitate mitigation efforts.
- Partner with Sales, Operations, and COE teams to ensure unified customer experience.
- Support greenfield launches and account transitions with relationship continuity.
- Contribute to internal training and enablement efforts to reinforce CX standards.
- Support achievement of renewal and retention targets.
- Develop expansion opportunities through relationship management.
- Track and report on customer engagement metrics and satisfaction scores.
Requirements
- Bachelor’s degree in Business, Healthcare Administration, or a related field from a four-year college or university; and fifteen (15) or more years’ related experience and/or training; or equivalent combination of education and experience
- Minimum of 10 years of progressive experience in customer experience, account management, or commercial operations, preferably within healthcare or aviation.
- Proven experience managing customer relationships at the senior administrator or director level.
- Demonstrated success in supporting sales growth, contract renewals, and customer satisfaction initiatives.
- Master’s degree (MBA or related) is preferred but not required.
Benefits
- For more information on our industry-leading benefits, please visit our benefits page here .
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experienceaccount managementcommercial operationsdata analysisrisk managementcontract managementperformance monitoringrelationship managementcustomer engagement metricsCX program implementation
Soft skills
stakeholder engagementcommunicationcollaborationleadershipproblem-solvingstrategic thinkingcustomer advocacytraining and enablementrelationship buildingcross-functional teamwork
Certifications
Bachelor’s degreeMaster’s degree (MBA or related)