Customer Program Executive

ShiftMed is the leading and fastest-growing nursing jobs platform in the U.S. with a mission to revolutionize the nurse staffing business. We leverage our technology to empower healthcare professionals to take control of their schedules. Our app enables them to connect directly with facilities to find the best opportunities that fit their needs while earning approximately 20% higher than the industry average.

The Customer Program Executive (CPE) at ShiftMed is a dedicated, senior level individual responsible for managing client relationships at large (typically greater than $1B in revenue) enterprise healthcare provider clients. S/he is the single point of contact for executives at our enterprise clients and helps manage ShiftMed implementation as well as account management/customer success.

The CPE works with client executives to develop and execute programs aligned with ShiftMed and customer initiatives to deliver business-aligned outcomes. The CPE leads strategy and ownership of complex, cross-functional account management.

With the help of a team of dedicated implementation and customer success resources, and by cultivating relationships with internal and client stakeholders, the CPE leads successful long term client relationships. S/he consults with clients to support their staffing needs, leads cross-functional process and program improvement efforts, develops and maintains partnership performance metrics and goals, and sets and manages the financial success of the effort for their client. This role is heavily focused on understanding the client’s goals and strategic objectives and their operational environment and constraints, and dedicated to ensuring lasting success for the relationship.

The key performance goals for this role are to a) ensure a smooth and rapid implementation, and b) to expand and grow the account over time.

 

Who we are:

• Our Mission is to easily and efficiently connect health systems and healthcare providers with an authentic community of qualified, empowered healthcare professionals to ensure favorable patient outcomes.

In the news:

• Featured on NBC’s Today Show!
• Recognized on Inc. 5000 fastest growing company list!
• Business Insider exclusive article on our annual state of nursing survey
• ShiftMed has been featured in media outlets such as, USA Today, Yahoo! News, Huffington Post’s Thrive Global, Fortune, Nasdaq TradeTalks, Skilled Nursing News and Home Health Care News

ShiftMed Setting a New Standard:

• 350,000+ (and counting!) w2 credentialed workers
• Over 10,000,000 hours of care delivered
• 158 markets across 30 states nationwide (and growing!)
• $46,000,000 YTD cost savings for our clients
• Exclusive Uber Health Partnership, breaking the transportation barrier for healthcare professionals

 

Key Responsibilities:

Overall:

• Lead customer success teams across all facilities and regions for one large healthcare enterprise account
• Serve as the accountable driver of effective ongoing client relationships.

Customer Relationship:

• Understand fully the enterprise client’s goals, operational environment, and strategic initiatives by developing strong and effective relationships with customer senior leadership and key internal operational leaders
• Establish and facilitate a governance, risk, communications, and operational program consisting of Customer and ShiftMed leadership to effectively oversee the relevant enterprise health system relationship
• Innovate service and operational solutions to best achieve customer goals, and be accountable for driving high levels of customer satisfaction, retention, and growth
• Monitor and track all aspects of the project, including productivity milestones, deliverables, and timelines
• Preemptively address customer needs, critical issues and risks, and present options for addressing/solving needs and issues
• Participate and facilitate Weekly / Monthly / Quarterly Business Reviews and other program discussions
• Deliver strategically relevant and operationally precise analytics and recommendations for improvement opportunities
• Facilitate cross-functional collaboration with stakeholders to establish vision, objectives, and program strategy

ShiftMed Internal Management:

• Actively measure, monitor, and ensure the health of the program components from financial, dependency, risk and mitigation, and schedule perspectives
• Provide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services