Vice President, Customer Success

March 26

Pearl Health

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Democratizing access to value in healthcare

51 - 200

💰 $18M Series A on 2021-09

Description

We are seeking a seasoned, hands-on, and results-driven leader that is eager to shepherd a highly effective team of existing Relationship Managers to success. As the Vice President (VP) of Customer Success (CS) you will be responsible for driving strategy to skillfully engage with physician practices and health systems in a value-based care context, with a primary focus on customer performance, satisfaction and retention. You will own the quality assurance strategy for development of relationships and performance of Pearl’s Primary Care provider and Enterprise customers, and serve as the primary point of escalation for the Customer Success team. Success involves overseeing enablement of program and product fluency, defining and implementing client delight and satisfaction activities that define our service model at scale, driving performance in value-based care, and securing contractual renewal as applicable.

Requirements

• Bachelor’s degree or equivalent work experience required • 10+ years of experience in a high-performing healthcare customer service environment required; big plus for experience in clinical transformation, improving clinical quality, network contracting and development, or other relevant provider-facing field • Experience at an ACO, or other healthcare tech enablement company is a plus • Track record of scaling a team, function and service capability is required, maintaining customer service and performance standards while also increasing resource efficiency • Experience leveraging outcome measurements, and internal dashboarding to develop strategy and drive efficiency • Experience preparing and presenting information to clinical and executive level leadership • Willingness to travel for face-to-face meetings

Benefits

• Remote position • Opportunity to work with a dedicated team • In-person engagement with customers • Travel opportunities (up to 25%)