PaxeraHealth is hiring a
Vice President of Customer Success

Summary

The job description is for a Vice President of Customer Success at PaxeraHealth, a healthcare IT company. The role involves leading customer success strategies, managing relationships with key stakeholders, ensuring customer retention and growth, optimizing product utilization, tracking performance metrics, advocating for customers, and more. The position is remote but based in Newton, MA.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field. Advanced degree (MBA, MHA) preferred
• 10+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role
• Proven track record of success in the medical IT industry
• Deep understanding of medical IT technologies, workflows, and regulatory requirements
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with customers and internal stakeholders
• Strategic thinker with a customer-centric mindset and a proactive approach to problem-solving
• Proficiency in CRM software, customer success platforms, and data analytics tools

Responsibilities

• Develop and implement a comprehensive customer success strategy aligned with the company's goals and objectives
• Collaborate with other executive leaders to align customer success initiatives with business development, sales, marketing, and product development
• Establish and maintain strong, long-term relationships with key stakeholders in client organizations
• Act as a trusted advisor to customers, understanding their needs, challenges, and goals to deliver tailored solutions
• Develop and execute customer retention strategies to minimize churn and enhance customer loyalty
• Identify opportunities for upselling and cross-selling additional products and services to existing customers
• Monitor customer health metrics and implement proactive measures to address potential issues
• Ensure customers are maximizing the value of Paxera products and solutions through effective utilization and optimization
• Collaborate with the product team to provide customer feedback and insights for continuous improvement of our offerings
• Lead customer training and education initiatives to enhance user adoption and proficiency
• Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives
• Provide regular reports and insights to the executive team on customer success metrics, trends, and areas for improvement
• Conduct regular business reviews with customers to assess satisfaction, address concerns, and identify opportunities for improvement
• Act as the voice of the customer within the organization, advocating for their needs and priorities
• Develop customer advocacy programs, including case studies, testimonials, and reference accounts
• Represent PaxeraHealth at industry events, conferences, and customer forums to promote our solutions and build brand credibility