VP Account Management and Support

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.
 

Job Summary:
The VP Account Management and Support is responsible for leading customer experience and driving revenue retention, attainment, and expansion within both existing and new customers. The VP will lead teams and customers through major transformations, including navigating mergers and acquisitions (M&A). The VP will interject a “customer advocacy perspective” in the design and marketing of the company’s products, services, and support, ensuring a quality customer experience through exceptional leadership, management, and by following best practices and trends. An analytic, metrics-focused, growth mindset is essential for this role.

Responsibilities:
• Revenue Attainment & Expansion: Lead team in onboarding new business (new customers and new products within existing customers) to bring customers to value quickly. Drive expanded utilization of existing solutions within existing customers to both deliver greater value and to expand revenue. Lead the development and deployment of a measurable approach for leveraging account management and customer support to identify new sales opportunities (leads) within our existing customer base and effectively bring them to sales. Must be able to set and manage key performance metrics, including revenue retention, NPS scores, revenue attainment and lead generation.
• Client Retention and Satisfaction: Drive client satisfaction and retention by proactively understanding the marketplace and customer needs and delivering against those needs. Establish and lead setting the organization’s customer experience goals and aligning organizational resources to provide the customer service experience that helps attain the goal.
• Strategic Account Planning: Develop and implement long-term strategies to maintain and grow key client accounts, aligning with overall business goals and customer needs.
• Client Relationship Management: Build and maintain strong, long-term relationships with high-level clients by regularly conducting needs assessments and developing plans to address, acting as the senior point of contact to ensure satisfaction and retention. Partner with sales to leverage those relationships to drive growth.
• Voice of Customer: Advise Surescripts leaders on customer issues and ensure that customer needs for solutions, as well as quality and experience are integrated into operational and business decision-making.
• Issues Management: Lead Customer Support and Account Management to efficiently and effectively resolve client concerns and issues, working cross-functionally within the organization to find effective solutions.
• Team Leadership and Change Management: Lead, mentor and support the Account Management and Customer Support teams, ensuring they have the tools, training, and resources to succeed. Foster a culture of collaboration and continuous improvement in keeping with our Valued Behaviors. Lead teams and customers through major transformations, including M&A.
• Performance metrics and reporting: Establish key performance indicators (KPIs) to focus the team’s performance and then use those KPIs to track and report performance to senior leadership, identifying opportunities for improvement with clear mitigation plans. KPIs must have a measurable focus on actionable growth and retention metrics.
• Cross-Team Collaboration: Work closely with sales, marketing, and product teams to ensure alignment in client expectations, cross-functional strategies, and market trends. Collaborate closely with the Integration, Compliance, Operations Technology, and Customer Support groups to ensure that issues are noted and managed through the appropriate channels.
• Market and Competitive Intelligence: Keep a pulse on the industry trends, market shifts and competitor strategies to anticipate client needs and adapt approaches accordingly. Bring this information into cross-functional forums to inform our strategy.

Qualifications:
Basic Requirements:
• Bachelor’s degree or equivalent experience
• 12+ years of progressive experience in customer-facing organizations
• 10+ years of experience managing and leading Account Management teams. Including experience managing large, multi-layered organization and experience working with large, complex enterprise customers.
• 10+ years of experience in healthcare.
• Experience managing teams and customers through mergers and acquisitions.
• Experience identifying, tracking, and reporting key metrics and using KPIs to drive team performance.
• Strong background in working with customers to continually improve satisfaction and to represent the customer experience in organizational strategy decisions.
• Proven track record in talent development and employee engagement.
• Demonstrated ability to use information to identify key issues, cause-effect relationships, organize and present information quickly and concisely.
• Strong executive presence and ability to collaborate effectively internally and externally to quickly solve customer issues and expand customer value with creative solutions.
• Exemplary written and verbal communication abilities, and aptitude for problem solving and expertise in multitasking to keep up with project demands.
• Successful demonstration of having cultivated an environment of collaboration and unification.

Preferred Qualifications:
• Experience supporting Customer Support teams in addition to Account Management teams

• Master’s degree
• 10+ years of experience in the healthcare information technology market
• Experience in life sciences marketplace
• Track record of frequent personal interactions with customers
• Experience with Salesforce and Tableau

Travel: Approximately 25-30% within the United States

#LI-REMOTE

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .
 

What You’re Like 

You’re an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas,  you’re also grounded in good data, real market insights and measurable results.
 

What We’re Like

We’re a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We’re storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun.
 

What the Work is Like

Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.
 

Why Wait? Apply Now

We’re a midsize company. This means you’re not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.
 

At Surescripts, base pay is one part of our Total Rewards Package (which may also include bonus, benefits etc.) and is determined within a range. The base pay range for this position is $227,400 - $278,000 per year. Your base pay may vary within or outside of this range depending on a number of factors, including (but not limited to) your qualifications, skills, experience, and location.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.
 

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Work Environment

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.

 

Apply