VP Account Management and Support

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.
 

Job Summary:
The VP Account Management and Support is responsible for leading customer experience and driving revenue retention, attainment, and expansion within both existing and new customers. The VP will lead teams and customers through major transformations, including navigating mergers and acquisitions (M&A). The VP will interject a “customer advocacy perspective” in the design and marketing of the company’s products, services, and support, ensuring a quality customer experience through exceptional leadership, management, and by following best practices and trends. An analytic, metrics-focused, growth mindset is essential for this role.

Responsibilities:
• Revenue Attainment & Expansion: Lead team in onboarding new business (new customers and new products within existing customers) to bring customers to value quickly. Drive expanded utilization of existing solutions within existing customers to both deliver greater value and to expand revenue. Lead the development and deployment of a measurable approach for leveraging account management and customer support to identify new sales opportunities (leads) within our existing customer base and effectively bring them to sales. Must be able to set and manage key performance metrics, including revenue retention, NPS scores, revenue attainment and lead generation.
• Client Retention and Satisfaction: Drive client satisfaction and retention by proactively understanding the marketplace and customer needs and delivering against those needs. Establish and lead setting the organization’s customer experience goals and aligning organizational resources to provide the customer service experience that helps attain the goal.
• Strategic Account Planning: Develop and implement long-term strategies to maintain and grow key client accounts, aligning with overall business goals and customer needs.
• Client Relationship Management: Build and maintain strong, long-term relationships with high-level clients by regularly conducting needs assessments and developing plans to address, acting as the senior point of contact to ensure satisfaction and retention. Partner with sales to leverage those relationships to drive growth.
• Voice of Customer: Advise Surescripts leaders on customer issues and ensure that customer needs for solutions, as well as quality and experience are integrated into operational and business decision-making.
• Issues Management: Lead Customer Support and Account Management to efficiently and effectively resolve client concerns and issues, working cross-functionally within the organization to find effective solutions.
• Team Leadership and Change Management: Lead, mentor and support the Account Management and Customer Support teams, ensuring they have the tools, training, and resources to succeed. Foster a culture of collaboration and continuous improvement in keeping with our Valued Behaviors. Lead teams and customers through major transformations, including M&A.
• Performance metrics and reporting: Establish key performance indicators (KPIs) to focus the team’s performance and then use those KPIs to track and report performance to senior leadership, identifying opportunities for improvement with clear mitigation plans. KPIs must have a measurable focus on actionable growth and retention metrics.
• Cross-Team Collaboration: Work closely with sales, marketing, and product teams to ensure alignment in client expectations, cross-functional strategies, and market trends. Collaborate closely with the Integration, Compliance, Operations Technology, and Customer Support groups to ensure that issues are noted and managed through the appropriate channels.
• Market and Competitive Intelligence: Keep a pulse on the industry trends, market shifts and competitor strategies to anticipate client needs and adapt approaches accordingly. Bring this information into cross-functional forums to inform our strategy.

Qualifications:
Basic Requirements:
• Bachelor’s degree or equivalent experience
• 12+ years of progressive experience in customer-facing organizations
• 10+ years of experience managing and leading Account Management teams. Including experience managing large, multi-layered organization and experience working with large, complex enterprise customers.
• 10+ years of experience in healthcare.
• Experience managing teams and customers through mergers and acquisitions.
• Experience identifying, tracking, and reporting key metrics and using KPIs to drive team