Vice President Client Success

Summary

Join Altera Digital Health as a seasoned and visionary VP, Client Success to lead our U.S. client success organization, developing and executing a strategic vision that ensures exceptional value realization for clients leveraging our digital health solutions.

Requirements

• Bachelor’s degree in business management or a relevant field, or equivalent years of experience
• Master’s degree preferred
• 15+ years’ progressive experience client success, sales and/or project management roles
• 10+ years' experience in establishing and scaling high-performing client success teams in the healthcare IT (HCIT) industry
• A strong track record of success in formulating and deploying strategic client success initiatives
• A deep understanding of HCIT patient engagement and customer engagement principles
• Experience managing a Net Promoter Score (NPS) and understanding how to improve it
• Excellent leadership skills with the ability to take initiative, influence others, and achieve results in a matrixed environment
• Able to coach and develop a team to have successful client conversations at all levels
• A keen strategic thinker with the capacity to translate vision into actionable plans
• Solid ability to collaborate with individual contributors and business leaders to define business process issues, analyze operational efficiencies, implement creative solutions, and measure delivery results
• Strong verbal and written communication skills with all levels of the organization
• A data-driven leader who leverages metrics to quantify success and identify areas for improvement

Responsibilities

• Be a Client Champion: Foster strong relationships with key U.S. client executives, serving as their primary point of contact and ensuring the delivery of their technical and operational needs
• Lead a High-Performing Leadership Team: Provide strategic direction and guidance to your Directors of Client Success, fostering a collaborative and accountable environment
• Drive Strategic Client Success: Develop and implement a comprehensive client success strategy that aligns with Altera's business objectives
• Deliver Operational Excellence: Oversee client onboarding, implementation, and ongoing support
• Be a Master Communicator: Effectively communicate with clients at all levels, from CEOs to directors of IT
• Embrace Data-Driven Decisions: Leverage metrics to measure success and identify areas for improvement in the client experience

Benefits

Remote U.S. or Canadian-based role