VP of Customer Services

About Us 

Verana Health, a digital health company that delivers quality drug lifecycle and medical practice insights from an exclusive real-world data network, recently secured a $150 million Series E led by Johnson & Johnson Innovation – JJDC, Inc. (JJDC) and Novo Growth, the growth-stage investment arm of Novo Holdings. 

Existing Verana Health investors GV (formerly Google Ventures), Casdin Capital, and Brook Byers also joined the round, as well as notable new investors, including the Merck Global Health Innovation Fund, THVC, and Breyer Capital. 

Our team is reinventing how medical research happens with data and technology. This is a company built by and for people who are looking to get out of their comfort zone and try new things, who want to learn and grow quickly, and who seek to be part of a mission-driven team committed to improving patient lives. 

Our headquarters are located in San Francisco and we have additional offices in Knoxville, TN and New York City with employees working remotely in AZ, CA, CO, CT, FL, GA, IL, LA, MA, NC, NJ, NV, NY, OH, PA, SC, TN, TX, UT, VA, WA, Washington D.C. All employees are required to have permanent residency in one of these states. Candidates who are willing to relocate are also encouraged to apply. 

Vice President of Customer Services 

About the Role: 

As the Vice President of Customer Services, you will play a pivotal role in overseeing all aspects of customer and centralized support within Verana Health. You will be responsible for ensuring exceptional customer experiences while also driving fiscal performance and project implementation efficiency. The ideal candidate will possess a strong financial acumen, understanding project margins, gross margins, and utilization metrics. Additionally, this role will oversee the management of project implementation services, including: data implementations (real-world evidence studies, direct data access/DaaS) and clinical trials SaaS products. This role requires a hands-on approach, with the ability to roll up your sleeves and dive into the details when necessary. 

Key Responsibilities: 

Financial Management 

• Develop and implement strategies to optimize project margins, gross margins, and overall financial performance. 
• Monitor and analyze financial metrics to identify areas for improvement and take proactive measures to address them. 
• Collaborate with finance and accounting teams to ensure accurate financial reporting and forecasting. 

Project Implementation Services 

• Oversee the successful implementation of projects, including real-world evidence studies, data as a service, and clinical trials offerings.
• Work closely with cross-functional teams (Quantitative Sciences, Product Management, Engineering) to ensure projects are delivered on time, within budget, and meet quality standards. 
• Identify opportunities to streamline processes and enhance efficiency in project delivery. 

Customer Service Excellence 

• Set high standards for customer service and ensure they are consistently met or exceeded. 
• Build and maintain strong relationships with customers to understand their needs and preferences. 
• Implement feedback mechanisms to gather insights from customers and use them to drive continuous improvement. 

Centralized Support 

• Continue to build out the centralized support function, ensuring timely and effective resolution of customer inquiries and issues. 
• Establish clear protocols and workflows for handling customer support requests to maximize efficiency and minimize response times. 
• Provide leadership and guidance to support staff, fostering a culture of excellence and accountability. 

Basic Qualifications: 

• Bachelor's degree in business administration, finance, or a related field; MBA or equivalent preferred. 
• 10+ years of experience project management in the healthcare or life sciences industry with a proven track record of financial management and achieving fiscal targets. 
• 5+ years of experience managing a team of customer success and support professionals. 
• Strong understanding of data implementations, real-world evidence studies, and clinical trials. 
• Excellent leadership and communication s