AVP Customer Success

General information

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Job Title AVP Customer Success Functional Area Teammate - Information Technology City Remote Work Location Type Remote Employment Type Full-time (30+ hrs/week)/FULLTIME

Description & Requirements

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Position Description & Requirements POSITION SUMMARY:The Associate Vice President (AVP) of Customer Success requires a highly motivated leader to oversee the customer success team toward driving customer satisfaction, retention, and growth. This leadership position works closely with other departments such as sales, marketing, product development, and Clinical Technology Services to ensure a unified approach to customer engagement and satisfaction. The AVP works closely with the SVP of Clinical Technology Services to develop and execute comprehensive strategies that align with Radiology Partners’ objectives.
WHO WE ARE AND WHAT WE DO: Radiology Partners, through its owned and affiliated practices, is a leading radiology practice in the U.S., serving hospitals and other healthcare facilities across the nation. As a physician-led and physician-owned practice, our mission is to transform radiology by innovating across clinical value, technology, service, and economics, while elevating the role of radiology and radiologists in healthcare. Using a proven healthcare services model, Radiology Partners provides consistent, high-quality care to patients, while delivering enhanced value to the hospitals, clinics, imaging centers and referring physicians we serve.
WHY RADIOLOGY PARTNERS:

• Competitive Benefits package – Eligibility starts the month after hire, with tiered options to choose from.
• Compensation Reviews, Career Growth Opportunities
• Flexible Remote Schedules
• Generous PTO Plans and Paid Holidays
• Proudly Certified as a Great Place to Work for Five Consecutive Years

POSITION DUTIES AND RESPONSIBILITIES: Leadership and Team Management:

• Promotes communication and cooperation among teammates to create a spirit of unity in the department.
• Works closely with leadership and teammates to improve work relationships, build morale, and increase productivity and retention.
• Provides day-to-day performance management guidance to direct reports (e.g., coaching, counseling, career development, disciplinary actions).
• Lead and manage a team of Customer Success Directors, providing guidance, support, and development opportunities.
• Lead and manage the Customer Success Team, including hiring, training, and performance management.
• Foster a collaborative and high-performance culture withing the Customer Success Team.
• Conduct regular touchpoints with direct reports and provide constructive feedback to team members.
• Remain current with industry knowledge and trends.
• Familiarity with regulatory compliance as it pertains to medical imaging and artificial intelligence to collaborate with SVP of Clinical Technology Services and build trust with customers.

Strategic Planning and Execution:

• Develop and execute customer success strategies that align with Radiology Partners’ goals and drive customer satisfaction and retention.
• Collaborate with the SVP of Clinical Technology Services to identify opportunities for process improvements and operational efficiencies.
• Monitor key performance indicators (KPIs) and metrics to assess the effectiveness of customer success initiatives.

Customer Relationship Management:

• Build and maintain strong relationships with key customers, acting as a trusted advisor and point of escalation for issues.
• Champion the voice of the customer within Radiology Partners and ensure customer feedback is incorporated into product and service development.
• Ensure the team delivers proactive and personalized support to customers, addressing their needs and concerns promptly.
• Must be fluent in Radiology Partners clinical workflows, applications, and systems.
• Oversee customer onboarding, training, and ongoing support to ensure a smooth and positive experience.

Cross-Functional Collaboration:

• Work with Sales, Product, and Clinical Technology Services on road-mapping and to ensure alignment and support for customer success initiatives.
• Collaborate with legal teams to negotiate contract terms and pricing for renewals and expansion.
• Serve as primary point of contact for escalations and issue resolution, ensuring timely and effective responses to customer inquiries and concerns.
• Provide customer feedback to internal teams to drive product improvements and innovation.
• Participate in the development of customer facing materials and resources.

Data Analysis and Reporting:

• Analyze customer data to identify trends, risks, and opportunities for improvement.
• Analyze customer behavior to identify potential churn risks and implement proactive mitigation strategies.
• Identify opportunities to expand customer usage of our products and services to recommend additional features or services that align with their needs.
• Prepare and present regular reports on customer success performance to senior leadership.
• Use data-driven insights to inform strategic decisions and initiatives.

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE:

• Bachelor's Degree in appropriate field of study or equivalent work experience.
• 10+ years in medical imaging workflow and leadership position and interacting with customers in a technical environment.
• 5+ years of experience in the radiology industry.
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Experience in driving customer success and achieving business objectives.
• Strong leadership, communication, and interpersonal skills.
• Proven ability to simultaneously manage multiple customers.
• Excel while paying strict attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Excellent verbal and written communications skills.
• Self-motivated and able to thrive in a results-driven environment.
• Natural relationship builder with integrity, reliability, and maturity.
• Ability to prioritize among competing tasks.
• Critical thinking and problem-solving skills.
• Excellent time management skills, always looking to improve inefficient processes.
• Highly proficient in Microsoft Office Suite and Customer Success software.
• Working knowledge in infrastructure, networking and radiology and hospital technologies.
• Ability to thrive in a fast-paced dynamic environment.

COMPENSATION: The salary range for this position is $180,000-$200,000. Final determinations may vary based on several factors including but not limited to education, work experience, certifications, geographic location etc. This role is also eligible for an annual discretionary bonus. In addition to this range, Radiology Partners offers competitive total rewards packages, which include health & wellness coverage options, 401k benefits, and a broad range of other benefits such as family planning and telehealth (all benefits are subject to eligibility requirements).
Radiology Partners is an equal opportunity employer. RP is committed to being an inclusive, safe and welcoming environment where everyone has equal access and equitable resources to reach their full potential. We are united by our Mission to Transform Radiology and in turn have an important impact on the patients we serve and the healthcare system overall. We hold that diversity is a key source of strength from which we will build a practice culture that is inclusive for all. Our goal is to empower and engage the voice of every teammate to promote awareness, compassion and a healthy respect for differences.
CCPA Notice: When you submit a job application or resume, you are providing the Practice with the following categories of personal information that the Practice will use for the purpose of evaluating your candidacy for employment: (1) Personal Identifiers; and (2) Education and Employment History.
Radiology Partners participates in E-verify.
Beware of Fraudulent Messages: Radiology Partners will never request payment, banking or other financial information in exchange for interviews or as part of the hiring process. Additionally, we will not send checks for deposit into your bank account at any stage of recruitment. All communication during the interview and hiring process should come from an email address ending in “@radpartners.com.” If you suspect you are receiving a fraudulent job offer or solicitation from Radiology Partners or one of our local practices, please email recruiting@radpartners.com to notify our team.
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