Vantage Point Logistics

Customer Success Manager

• Monitor package carrier activity to help ensure shipments are delivered on time, accurately, and without disruption.
• Serve as a first point of escalation when carrier service failures or delivery exceptions occur.
• Proactively identify and intervene on time-sensitive delivery risks before they impact customers or patients.
• Communicate with carriers, customers, and internal teams to coordinate resolutions and keep shipments moving.
• Track, document, and analyze service interruptions and root causes to support continuous improvement.
• Support operational best practices and compliance standards across package carrier networks.
• Provide timely, clear, and confident updates on shipment issues and resolutions.
• Use technology and reporting tools to monitor performance, detect patterns, and support visibility.

Customer Success Specialist – Logistics Operations

Data Analyst

• Architect Analytics-Ready Datasets: Build, validate, and optimize high-performance datasets within Snowflake, ensuring our data infrastructure is scalable and primed for rigorous interrogation.
• Engineer Scalable Semantic Models: Design and maintain advanced Power BI environments, utilizing complex DAX to create intuitive, self-service tools that the entire organization relies on.
• Define and Standardize KPIs: Move beyond vanity metrics to establish and govern "North Star" KPIs across Product, Engineering, and Sales, ensuring absolute alignment on what success looks like.
• Synthesize Product & Sales Intelligence: Analyze the intersection of Salesforce CRM data and product usage patterns to identify adoption bottlenecks and unlock new revenue opportunities.
• Own Executive-Facing Insights: Act as a primary authority for executive reporting, delivering actionable recommendations that drive operational performance and customer retention.
• Govern Data Integrity: Ensure absolute reconciliation between source systems and analytics tables, maintaining a rigorous data glossary that serves as the company’s single source of truth.

Senior Data Analyst

Account Manager

• Establishes and nurtures strong, effective customer relationships to drive success and retention; builds trust as a valued advisor with key stakeholders.
• Cultivates and maintains strong executive level relationships by highlighting the value being delivered to their organization.
• Develops and maintains strategic account plans for all assigned accounts.
• Collaborates with clients to implement best practices and maintain a robust freight management program.
• Analyzes customer data to optimize vendor penetration and compliance, achieve savings, and uncover growth opportunities.
• Conducts regular meetings with key stakeholders to review account performance and plan next steps towards achieving goals.
• Delivers compelling presentations that offer clear, actionable insights to drive incremental savings for customers.
• Works closely with sales to identify new opportunities within existing client base and develop winning strategies.
• Engages with internal teams to ensure timely resolution of client issues and alignment with client needs.
• Continuously assesses and validates client requirements to maintain relevance and effectiveness.
• Keeps up with healthcare logistics trends and innovations to better address customer challenges.

Senior Account Manager

Customer Support

• Communicate Technical Solutions: Clearly articulate technology and product usage to business and technical users to drive understanding and adoption.
• Solve Complex Problems: Leverage your problem-solving mindset and troubleshooting skills to identify and implement effective solutions for our customers.
• Drive Customer Success: Collaborate directly with customers to ensure they achieve their goals and maximize the value of our solutions.
• Manage Multiple Priorities: Effectively handle multiple projects simultaneously while maintaining a high level of organization and attention to detail.
• Communicate Effectively: Use excellent written and verbal communication skills to engage with internal teams and customers.
• Understand Business Processes: Utilize your knowledge of our business processes, to guide customers effectively.

Customer Care Manager

Implementation Specialist

• Participate as a key member of the Implementation team charged with successfully implementing the Company’s software and services and become a subject matter expert in the software’s functionality
• Act as the primary point of contact for internal stakeholders and the customer’s project team, ERP project managers/consultants, and dependent third-party vendors and partners during the implementation process
• Lead discussions with customers via web conference regarding their business requirements and provide recommendations on usage of VPL services and solutions via screen share
• Correctly scope requirements, and clearly prioritize tasks and communicate issues to ensure customer satisfaction and timely delivery within the agreed upon project timeline
• Manage relationships and expectations with internal and external project stakeholders, fostering mechanisms to keep all informed of progress, issues, and risks and maintain accountability for on-time, high-quality delivery
• Leverage problem-solving and critical thinking and independent thinking skills to overcome challenges, manage risks, and resolve issues that threaten the project’s scope or timeline
• Maintain and expand knowledge and proficiency in the implementation job function, VPL products and services, and implementation best practices

Implementation Manager

Director

• Develop a visionary plan to enhance the customer implementation and onboarding experience for our health system and specialty pharmacy customers.
• Set clear goals and KPIs for your team that align with the overall vision.
• Oversee a dedicated team responsible for implementing VPL’s SaaS solutions for freight management and specialty pharmacy, including integrations with several third parties.
• Lead implementation training initiatives for customers, ensuring high levels of satisfaction with VPL’s training programs.
• Create and implement strategies and processes to ensure an exceptional implementation and onboarding experience for VPL customers.
• Implement key performance indicators (KPIs) to monitor and report the effectiveness of implementation processes to the executive team.
• Personally manage key customer implementations and internal strategic initiatives as required, ensuring timely and efficient delivery.
• Act as the main liaison and escalation point for your team with internal and external stakeholders.
• Provide weekly progress reports to key stakeholders within the organization, keeping them informed of the overall status across implementations and internal projects managed.

Director of Implementation

Product Designer

• Innovate High-Volume Workflows
• Master the Data (Visualization & Insights)
• Establish the Design System
• Execute with Precision
• Lead Through Research
• Unblock the Team

Senior Product Designer

Operations

• Lead our Customer Care team focused on supporting software and services for both healthcare supply chain and direct-to-patient pharmacies, including specialty, home infusion, and central fill.
• Define the strategic vision and operating model for the Customer Care department, aligned with the company's overall objectives and customer experience standards.
• Define and manage goals, KPIs, and performance metrics to measure success and drive continuous improvement aligned with best practices, workflows, and automation to streamline processes and maximize productivity.
• Oversee the day-to-day operations of the Customer Care department, ensuring timely and efficient handling of customer inquiries, incidents, complaints, and escalations across all tiers.
• Champion a customer-obsessed approach to service delivery, striving to exceed customer expectations at every touchpoint.
• Develop initiatives to enhance the overall customer experience, drive satisfaction and loyalty, and proactively identify and address potential issues through data-driven insights.
• Build and optimize operational workflows for customer support, including designing scalable processes for tier 1 (frontline inquiries) and tier 2 (complex, technical escalations), integrating tools for efficient ticket management, and ensuring seamless handoffs between support levels.
• Partner with other departments such as Account Management, Billing, Supplier Relations, Product Development, and Engineering representing the voice of the customer to identify opportunities for process optimization, product improvements, and alignment of customer care strategies with business objectives.
• Utilize data-driven insights to monitor performance, identify trends, root causes, opportunities for improvement to make informed decisions.
• Generate regular reports on key metrics, trends, and customer feedback to inform strategic planning and decision-making.

Director of Customer Operations

Product Manager

• Own the Details (Backlog & Requirements): You will translate high-level strategies from the Senior PM into clear, actionable user stories and acceptance criteria.
• Guard the Quality (UAT & Testing): You are the first line of defense for our users.
• Coordinate the Release: You will act as the "glue" between Product, Marketing, and Support.
• Analyze the Data: You won't just guess; you’ll look at the numbers.
• Unblock the Team: You will attend daily stand-ups and serve as the primary point of contact for developer questions.