At Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. 

Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can’t help us achieve this ambition. That’s why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.

We are looking for a talented VP of Customer Success to join our Client Strategy and Operations team. You will lead our implementation, training, support services, and post go-live teams and will be responsible for setting/defining strategies, building out and executing action plans tied directly to business objectives, and leading the overall Delivery organization for all market segments. You will be responsible for driving implementations, client satisfaction, revenue and retention within a cost effective delivery model.

You will act as a trusted customer partner and thought leader through understanding client business and industry challenges and trends; communicating and partnering with other senior customer-side leaders; proactively identifying opportunities while building and inspiring the teams who create and deliver an exceptional client experience tied to outcomes. In addition, you will be collaborating and delivering services with teams and cross-functional business colleagues to ensure satisfaction, adoption, and expanded use of solutions across all levels of customer size and complexity.

Areas of Responsibility:

• Responsible for demand planning to ensure training, hiring and resource skills are in place to meet demand forecast.
• Strategic Planning - Creating strategic plans for the client delivery function with metrics, goals, approach, budget, etc.
• Relationship Management/ Support Account Strategy - Developing account plans in conjunction with sales and customer leaders to identify critical relationships, roadmap, account SWOT analysis, etc.
• Orchestrating collaboration between the implementation and other teams to coordinate go lives
• Tracking and reporting on KPIs - including revenue forecasts, backlog management, and major client project progress
• Communicating with clients during escalations and manages to a timely resolution.
• Engaging with product and go to market organization to provide customer feedback about platform features and functionalities
• Delivery of customer projects on time and within budget
• Proactively anticipating problems or opportunities and mobilizing teams to develop creative and lasting solutions that maximize revenue and customer delight.
• Working effectively to manage competing priorities by working with Executive Management 
• Promoting and guiding Wellframe best practices, while ensuring the customers’ business goals are being considered/addressed
• Working with the Process and Standards team, regular evaluation and improvement of standard operating policy, procedures, technology and tools as needed to improve efficiency and productivity
• Ensuring teams have appropriate product and technical knowledge direction and resources to deliver products effectively by establishing realistic estimates for timelines while ensuring that projects remain on target to meet deadlines.
• Providing leadership and guidance to coach, motivate and lead team members to their optimum performance levels and career development
• Serving as a positive, dynamic and innovative leader that displays the best work ethic

Education, Experience, & Skills:

• 15 + years of relevant experience in building executive client relationships and managing account teams in a healthcare technology setting
• 10+ years responsible for “carrying a revenue number,” client satisfaction numbers, and other critical metrics
• Excellent communication, facilitation, and presentation skills 
• 10+ years of professional services experience to healthcare industry - especially, implementation services
• Industry affiliations - committees, boards - a plus
• Track record of executive client relationships - a large number of relevant connections
•  30 - 50% Travel when possible

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.