VP, Client Success

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a deeply personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By combining a careful assessment of patients’ symptoms, health histories, preferences, and goals with predictive data and latest evidence-based guidelines, we help patients choose—and navigate—the most effective treatment pathway for them, every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with hybrid offices in New York City and Nashville.

About the Role

Reporting to the Company’s SVP, Market Development, the VP, Client Success will be the main point of contact for payer and network provider partners and be the face of TailorCare for all client-related needs. This person will be on the front lines as a trusted advisor to our clients and a key consultative partner to our Market Development, Clinical Operations, and Market leaders.

Primary Responsibilities

• Own and manage our most important payer and network provider partner relationships and be the face TailorCare for all of their client-related needs
• Maintain high level of client engagement and satisfaction
• Collaborate with client leadership, internal stakeholders, and other external partners to unlock additional business opportunities with clients
• Serve as primary point of contact to implement new partnerships, collaborating with cross-functional teams including the Market and Clinical Operations leadership
• Convert partners into TailorCare advocates, leveraging their successes for references, case studies, blogs, etc.
• Manage client issues and escalations, collaborating with other teams such as, Clinical Operations, Data and Analytics, and Market Development
• Provide strategic analysis of analytics that demonstrate TailorCare impact and value for client
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
• Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
• Support local market leadership to ensure they develop and maintain successful relationships with local leadership at multi-market clients
• Help build the Client Success team and then coach, mentor, and develop junior team members
• Develop and maintain database of network partners in CRM system

Qualifications

• 7+ years of experience in healthcare payer, provider, and/or services spaces
• Experience in an account management or client services role at a payer, provider, value based care company, and/or digital health company
• Willing to travel (aprox. 50%) for key client meetings and participate occasionally in in-person internal meetings
• Willing to work flexible or extended hours to accomplish business goals 
• Undergraduate BA/ BS degree required
• US work authorization

Skills

• Ability to develop and grow relationships with clients, including VP and C-level executives
• Excellent written and oral communication skills with a proven ability to lead discussions and influence executives, senior leaders, and other stakeholders across healthcare organizations
• Proven organizational skills with an ability to operate independently and multitask across projects in a variety of subject matter areas and manage up to ensure milestones are met
• Strong leadership skills and effective problem-solving abilities, with capacity to expand and lead a growing team if needed
• Mission-driven, collaborative, and “get things done” mentality

What's In It For You

• Meaningful work each day, we care deeply about our mission, our patients, and each-other. 
• Work from anywhere in the US that best fits your lifestyle, or, for those that enjoy an in-person environment, join teammates in our hybrid hubs in NYC or Nashville. 
• Rich PTO and holiday plans to ensure you have time away to rest and recharge
• We offer paid parental leave, support a healthy work-life integration, and offer work flexibility – we love to talk about our pets and families.
• Medical, dental, vision, life, disability, wellness resources, and an employer HSA contribution all from Day 1. 
• We are committed to fair and equitable pay for all employees, and we help y