General Manager - SVP Operations
Marathon Health
VP, Customer Success
Stellar Health
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $250,000 - $280,000 per year
Job Level
Lead
About the role
- The VP of Customer Success will be a key leader in building and growing sustainable relationships with our Regionally-focused healthcare customers. This role will have three key areas of focus: Team Leadership: Lead a team of high performing customer-facing Regional Market Leads (Managers through Directors), ensuring that the market leaders and their teams are successful. Identify and implement improvements to existing Customer Success processes & leadership capabilities to ensure success in a fast growing environment. Coach and mentor all levels of your team to develop, adopt new tools / processes and ultimately be able to grow with Stellar. Long-term client management: Maintain strong client retention with high satisfaction across your team’s book of business and consistently high Net Dollar Retention across our Regional Payer Customers. Collaborate with your team to navigate strategic/complex clients to achieve performance success & growth. Act as an Executive Sponsor to support customer retention goals and drive client engagement and advocacy. You will build relationships as a trusted & respected thought-partner, not just as a vendor, and will challenge customers’ thinking through insights and analysis. Cross-functional leadership and collaboration: Develop strong partnerships with internal stakeholders, working to identify and solve cross-functional challenges to strengthen and simplify processes. Identify and implement enhancements to current Market Management processes to support our expanding network of Regional Payer customers. Utilize Stellar tools to track multi-customer and market trends, making actionable, data-informed recommendations for team and Product strategy. You have an eye for standardization and process improvement and will work with Growth, Provider Operations, Technical Implementations, and Product to make every aspect of our Customer journey effective and efficient.
Requirements
- At least 10 years of experience in customer success, payer or payer-facing role relevant to delivery of Value Based Care outcomes At least 5 years of experience in a people management role, with demonstrated success in hiring, coaching, mentoring, and developing a high performing team Experience managing a layered team and driving high performance from people managers is a must Demonstrated experience with change management and team transformation An in-depth understanding of the responsibilities of various roles common within a Payer entity charged with delivering Value Based Care outcomes. Demonstrated ability to build stakeholder relationships with these roles. Excellent storytelling capabilities. You can sell executives on a company’s mission and vision, a performance story, and how Stellar supports a customer’s goals and vision for the future The ability to ruthlessly prioritize, negotiate deliverables internally and externally, and say “no” when necessary Excellent data analysis skills, including the ability to ask thoughtful questions that lead to a deeper understanding of challenges and opportunities Ability to communicate and build immediate trust across all levels of internal and external stakeholders (from internal ICs throughout Stellar to executive stakeholders of large health plans)
