Vice President of Client Success

Blood Bank Computer Systems, Inc.

Bonney Lake, WA

Full-Time

Job Description

PRIMARY PURPOSE & ESSENTIAL JOB DUTIES:

The Vice President of Client Success reports to the CEO. The primary responsibility of this position is to ensure our clients are maximally benefiting from our products, facilitating a seamless onboarding process and providing unparalleled support.

High-Level Objectives:

Team Leadership and Development: Build and maintain a highly skilled client success team aligned with BBCS’ Core Values, focusing on delivering exceptional service and achieving set KPIs.
Client Onboarding Excellence: Streamline the onboarding process to ensure quick and efficient adoption of software, reducing time-to-value for new clients.
Client Satisfaction and Retention: Implement strategies to measure and improve client satisfaction scores, aiming for high retention rates and reduced churn.
Feedback Loop Creation: Manage process for collecting, analyzing, and acting on client feedback to drive product improvements.
Issue Resolution: Address escalated client issues with speed and efficiency, ensuring client satisfaction and loyalty.
Stakeholder Collaboration: Strengthen collaboration between the client success department and other business units, ensuring client success initiatives drive value and lead to positive ROI.

The role’s responsibilities include the following:

Leadership, Management and Accountability: Drive performance and achieve client success objectives. Ensure proper mix of FTE’s and contractors to meet objectives. Lead the client support and implementation teams, fostering a culture of excellence, accountability, and continuous learning. Your leadership will nurture both personal growth and domain knowledge.
P&L: Managing and analyzing financial performance to ensure profitability and efficiency within client success division; manage client success budget effectively to maximize ROI and achieve targets.
Strategic Leadership: Develop and execute a client success roadmap that aligns with BBCS’s vision, delivering innovative solutions that drive business growth and enhance our SaaS platform’s impact.
Domain Expertise: Maintain close relationship with the blood industry, mentor and teach client support and implementation team members in routine practices. Be the voice of the industry on the leadership team and help craft the overall vision and strategy for BBCS.
Process Excellence: Continuously improve technology related processes, streamline workflows, enhance efficiency, and drive results.
Collaborative Innovation: Work closely with cross-functional teams and external partners to drive innovation, leveraging best practices in client success trends to maintain and enhance our competitive edge.
Data-Driven Decision Making: Utilize data and analytics to inform client success strategies, identifying opportunities for growth, optimizing our products and maximizing ROI.
Quarterly Rocks Settings: Facilitate the identification and prioritization of quarterly “Rocks” (Key priorities) for the client success team, ensuring they are aligned with company objectives.
Score Card Management: Oversee the development and management of a Scorecard, tracking key performance indicators (KPIs) such as amount and status of tickets, timelines for implementation projects and data conversion completion.
Talent Acquisition and Development: Recruit, onboard, and develop top talent within the client success team, ensuring that the right people are in the right seats to execute the company’s client success strategies effectively.

Team Responsibilities:

Team Makeup: The Client Success Team is comprised of Client Support, Implementation Support and Data Conversion.
Cross Functional Collaboration: Coordinating with Sales & Marketing, Technology and Business & Finance Roles.
Team Leadership: Lead, motivate, and mentor client success team members to achieve targets and objectives.
Performance Management: Set clear performance targets, track progress, and provide feedback to team members.
Meeting Cadence: Lead the implementation of EOS cadence, ensuring regular communication, issue identification, and problem-solving within the client success department.

QUALIFICATIONS AND EXPERIENCE:

Extensive experience in a client leadership role, preferably within the healthcare or SaaS industry.
Proven track record of developing strategic client roadmaps and leading high-performing teams.
Expertise in client success or account management, with a strong understanding of P&L management and meeting financial goals.
Strong leadership, communication, and strategic thinking skills, with the ability to inspire teams and drive client success.
Understanding of regulatory compliance in the healthcare technology sector preferred.

EDUCATION: