Position Description

The Vice President of Customer Success' role is to lead a team of professionals to drive contract performance and customer success, build deep customer relationships and advance the growth of Eleanor Health’s customer relationships. This position requires superior administrative, organizational, analytical and communication skills with the ability to prioritize to efficiently manage a portfolio of team and client needs.

Primary Responsibilities

  • Lead, mentor and motivate a team of customer success professionals
  • Sustain on-going, detail-oriented relationship management with client decision makers including C-suite executives
  • Hold accountability for overall customer delivery and execution against contractual obligations, growth and renewal
  • Develop a strategic growth plan by customer  intended to expand membership, lines of business, service areas and state(s) as applicable
  • Work across the organization (clinical, marketing, population health, finance, data, analytics, business development, market leads) to develop the customer growth and delivery strategy for each client and achieve KPIs
  • Be the face of Eleanor Health for all clients
  • Ensure an exemplary customer experience by orchestrating Joint Operating Committee (JOC) reports and discussions to define success and grow the relationship
  • Create, customize, and deliver compelling presentations that demonstrate individual client value of Eleanor Health services, performance, and potential growth
  • Drive and present data analysis to / furnish of recommendations of strategic marketing and product plans including approaches most likely to drive key performance metrics for customers

Qualifications

  • 7-10 years relevant experience in customer success, account management, sales, marketing or consulting
  • Track record of delivering results
  • Relevant experience and understanding of the US healthcare landscape, with a history of strong performance engaging new business and building strong partnerships with customers in a new product/ category/market environment
  • Exceptional consultative ability and communication skills including presentations
  • Metrics-driven professional who understands client and contractual analytics and can lead adaptive performance across the growth organization
  • Self-starter and comfortable working with a rapidly expanding organization in a fast-paced, high-growth environment
  • Possess the highest ethical standards and respect all persons equally
  • Master’s degree in business, healthcare management or related field

About Eleanor Health

Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and wellbeing without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.

To date, Eleanor Health operates multiple clinics and a fully virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington, delivering care through population and value-based partnerships with national and regional payors, employers, and other stakeholders.

If you are passionate about providing high quality, evidence based care for individuals with substance use disorder through an innovative practice, and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. We seek highly skilled, motivated and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.

Job Type: Full-time

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