Vice President of Client Success, Pager
$250-260k
More information about location
Virtual healthcare platform
Be an early applicant
Virtual healthcare platform
201-500 employees
Be an early applicant
$250-260k
More information about location
201-500 employees
Company mission
To transform the way that consumers interact with their healthcare.
Role
Who you are
- 10+ years related work experience. Experience in face-to-face management of strategic accounts or large account sales
- Significant experience dealing with C-level/VP and Director level executives internally and with clients
- Significant experience managing high performance teams and leading that team’s participation in internal and external initiatives
- Significant experience with strategic accounts or payer account management required
- Experienced in designing, developing and deploying wellness programs within a health plan is preferred
- Strong understanding of the business requirements from health plan and key accounts and how to transition those requirements into product requests, system requirements and acceptance criteria
- Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
- Excellent oral and written communication skills
- Strong interpersonal and organizational skills
- Must be a team player, be organized and have the ability to handle multiple projects
What the job involves
- In this exciting role, you will be managing a global team of Client Success personnel primarily in the United States
- You will develop senior level relationships with C-Suite, Vice President and Director-level personnel in the payer, provider and employer space
- This role is critical to the continued success of the company and candidates must have experience managing teams responsible for implementation, configuration, support and expansion primarily in the healthcare payer space
- The VP, Client Success is responsible for growing and maintaining a team of Client Services Executives and Managers responsible for driving the ongoing attainment of outcomes, technology adoption and satisfaction across the customer portfolio
- They are the internal voice of the customer - coordinating the approach required for sustained customer success and growth
- Key focus areas will include setting team goals/priorities, performance management, and creating an inspiring team environment
- This role will consult on all client accounts and will support Sales and Product in RFPs and client discussions; Represents the customer on internal committees and initiatives (or delegates this responsibility)
- Manage a team of Client Success personnel globally. Manage all elements of the teams supporting customer relationships of major, complex accounts
- Develop relationships with C-Suite and Director-level personnel in the payer and employer space
- Nurture and grow relationships with client executives to identify strategic partnership opportunities. Drive and maintain partner's reference-ability
- Support internal business planning and forecasting processes through intimate knowledge of strategic relationships and future revenue opportunities
- Drive retention and growth of all customers by gaining access across all levels of the organization, utilizing a consultative approach to identify business needs, develop custom solutions and measure outcomes
- Develop and maintain executive relationships across the customer base
- Track and report metrics related to customer experience including renewal, expansion, turnover and overall customer health
- Develop and implement customer segmentation strategy to optimize revenue and profitability
- Manage customer success activities related to onboarding, training, customer success management, renewals, cross-sell/up-sell, QBR execution and advocacy
- Represent the voice of the customer to inform our sales process and product roadmap
- Optimize the customer lifecycle, identify opportunities for continuous improvement and learn from best practices within the industry
- Collaborate with internal teams and leadership to ensure customer growth goals are consistently achieved
- Support AEs in retaining, renewing and growing major accounts
Our take
Pager is a virtual care platform that delivers a range of services to healthcare clients. The app allows patients to schedule appointments and connect with caregivers and medical professionals while providing telemedicine, after-care follow-up, and various other options.
Since its rebranding in 2014, Pager has experienced substantial growth, reflecting the increasing demand for telehealth solutions. The company has formed several partnerships with established healthcare providers, including a notable deal with Horizon Healthcare Services in 2017. These collaborations have helped expand Pager's reach and integrate its services into existing healthcare systems.
Interest from private investors has also been significant, with the company securing substantial funding. However, Pager faces intense competition in the telehealth market, which is projected to be worth $191.7B by 2025. Competitors like NextGen Healthcare EHR, ReveneueWell, SimplePractice, and OnCall Health present alternative solutions, making it crucial for Pager to continually innovate and differentiate itself in this rapidly evolving space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2022
$6.1m
LATE VC
Sep 2021
$50m
SERIES C
Total funding: $113.5m
Company benefits
- Medical (Free medical plan option for employees and affordable plan options for families)
- Health Savings Account (HSA) (Employer HSA contribution)
- Flexible Spending Accounts (FSA)
- Dental
- Voluntary Vision
- Life Insurance (Company paid)
- Accidental Death and Dismemberment (AD&D) Insurance (Company paid)
- Voluntary Life and Accidental Death and Dismemberment (AD&D) Insurance
- Short-Term Disability (STD) (Company paid)
- Long-Term Disability (LTD) (Company paid)
- Employee Assistance Program (EAP) (Company paid)
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Pet Insurance
Company HQ
Midtown South, New York, NY
Leadership
Walter Jin
(Chairman & CEO)Alongside being the CEO of Pager, they are the co-founder and General Partner at three Fields Capital. Previously co-founded The Innovation Institute where they served as the CIO for 4 years.
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