Customer Program Executive, Texas – Enterprise Health Systems

ShiftMed, the leading and fastest-growing nursing jobs platform in the U.S. ShiftMed’s mission is to revolutionize the nurse staffing business, leveraging 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, Texas – Enterprise Health Systems 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 Customer Program Executive, Texas – Enterprise Health Systems 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 implementation and account management. S/he reports to the leader of implementation while working with the enterprise sales team to translate sales efforts into successful implementation. 

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. 

Key Responsibilities: 

Overall: 

• Lead implementations and customer success teams across all facilities and regions for one large healthcare enterprise account
• Serve as the accountable driver of effective ongoing client relationships and ensure the successful implementation and delivery of the ShiftMed solution, including with the help of external partners where necessary 

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 
• Maintain visibility, communicate and educate on key program components to all key ShiftMed stakeholders 
• Lead identification of customer needs and supporting solutions, including co-creation of new solutions, where necessary
• Realize, articulate, and communicate growth opportunities within existing client. Facilitate change orders and new sales opportunities with sales team for any customer service requests outside of contracted services
• Actively seek out and solve for barriers / problems / risks to the successful delivery of program objectives
• Regularly update ShiftMed Enterprise Growth team leadership on work progress,