Vice President, Customer Success

Job ID: J124108
Company: HM Health Solutions Inc.
Location: Pittsburgh, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Jun 1, 2018

Share:

Description

JOB SUMMARY

This job establishes a Customer Success framework for all clients in the HMHS portfolio.  Leads a team responsible for managing the daily service management for large, multi-year ASP clients and business process service relationships. This includes all daily service, incident and ticket management governance and interface with the client team and customers. The incumbent acts as a leader to the Customer Success directors and partners with the Customer, Client Team, Maintenance and Support and Platform Operations to manage and report against overall service management and service levels including managing to service incident volumes and resolution, monthly SLAs, and initiating various operational improvement initiatives.  Ensures customers realize expected business outcomes (cost, quality, timeliness) delivered through the product (Enterprise Health Solutions Platform) operations.  This job is customer facing and regular travel to client sites is required.   

ESSENTIAL RESPONSIBILITIES

  • Perform management responsibilities including, but not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.  Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
  • Oversee the day-to-day operation and adoption of steady state for our clients, including budgetary oversight and staffing, to ensure that all activities are reliably delivered on time, on budget, and with a consistently high standard of quality.
  • Define and measure success as part of the  customer journey on HMHS platform including the building of a success plan for the client and identifying areas for continuous improvement
  • Provide Leadership to the Division by leading and championing organizational change, encouraging participation in activities that support relationship development, providing a consistent framework for customer success and championing innovation.
  • Orchestrate services with the Platform Operations and Maintenance & Support Teams Working with the Client Account Team through escalations and enhancements to the platform.  Provide ongoing service excellence and risk management of steady state platform
  • Other duties as assigned or requested.

EDUCATION

Required

  • Bachelor's Degree

EXPERIENCE

Required

  • 10 - 15 years in Product/Platform Technology, Consulting or working in a Healthcare environment
  • 7 - 10 years in Management
  • 5 - 7 years of Customer Facing experience
  • Strong understanding and experience with technology
  • Significant experience in managing special programs for Executive Leadership
  • Significant experience in Innovation and Process Improvement

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

Share:

Interested in working at the Highmark Health enterprise?
Take the first step by joining our Talent Network today!

Join Our Talent Network

Similar Jobs

Client Service Manager PA - Small Group

Wilkes-Barre, PA, United States
Sales/Account Management

Assistant Retail Store Manager

Pittsburgh, PA, United States
Sales/Account Management

Sales Enablement Analyst

New York City, NY, United States
Sales/Account Management

Lead Sales Enablement Analyst

Pittsburgh, PA, United States
Sales/Account Management

Vice President, WV Medicaid Market

Parkersburg, WV, United States
Sales/Account Management

Supervisor, Sales Support Government Markets

Pittsburgh, PA, United States
Sales/Account Management

Associate Producer Coordinator

Pittsburgh, PA, United States
Sales/Account Management

Client Manager

Erie, PA, United States
Sales/Account Management

Vice President, Customer Success

Pittsburgh, PA, United States
Sales/Account Management

Direct Pay Sales Exec-Central PA Territory (Work at Home)

Home, PA, United States
Sales/Account Management

Vice President, Platform Quality

Pittsburgh, PA, United States
Sales/Account Management

Director of Client Management - Strategic Accounts

Pittsburgh, PA, United States
Sales/Account Management

Client Benefit Analyst-Woodland Hills, CA

Woodland Hills, CA, United States
Sales/Account Management

Sales Executive II-Richmond, VA Territory

Glen Allen, VA, United States
Sales/Account Management

Proposal Analyst

Harrisburg, PA, United States
Sales/Account Management

Client Service Manager

Wilmington, DE, United States
Sales/Account Management

Manager ASP Benefits Onboarding

Pittsburgh, PA, United States
Sales/Account Management

Manager ASP Benefits Onboarding

Camp Hill, PA, United States
Sales/Account Management

Proposal Writing Specialist

Harrisburg, PA, United States
Sales/Account Management

Director of Vendor Partnership & Performance

Pittsburgh, PA, United States
Sales/Account Management