The Vice President of Client Support will play a crucial role in leading and shaping the client support strategy at Greenway Health. This executive will be responsible for overseeing the client support teams, ensuring exceptional service delivery, and driving transformational improvements in the client experience. The ideal candidate would have a healthcare technology background, experience managing global teams, and an unwavering passion for improving the client experience. The VP of Client Support will work closely with cross-functional teams to align support initiatives with business objectives and continuously improve support processes and outcomes.
Essential Duties and Responsibilities:
- Develop and implement a comprehensive client support strategy aligned with company goals
- Provide regular updates to executive leadership on support metrics and initiatives.
- Identify opportunities to streamline and optimize support processes
- Effectively manage resources within budgeted spend; oversee forecasting and fiscal planning for cost center
- Represent the voice of our clients with other stakeholders across the company to ensure their needs are represented and heard
- Lead, mentor, and develop a high-performing client support team
- Foster a culture of excellence, accountability, and continuous improvement
- Ensure timely and effective resolution of client issues and inquiries
- Monitor and analyze support metrics to identify trends and areas for improvement
- Build and maintain strong relationships with key clients; act as an escalation point for critical client issues
- Implement best practices and innovative solutions to enhance the client support experience
- Collaborate with product development and IT teams to address systemic issues and improve product functionality
- Partner with other functions across the company to ensure operational readiness in support of new products or services, regulatory or market changes, and other needs as they arise
- All other duties and responsibilities as assigned
Education and Experience
- Bachelor’s degree in business, healthcare management, or a related field; MBA or advanced degree preferred
- Ten (10)+ years of experience in client support, customer service, or a related field, with at least 5 years in a leadership role
- Proven track record of successfully leading and managing large client support teams including near shore and offshore resources
- Strong understanding of healthcare technology and the healthcare industry.
- Excellent interpersonal and communication skills.
- Experience with Salesforce Service Cloud Voice
Skills, Knowledge, and Abilities
- Strong analytical and problem-solving skills.
- Ability to build and maintain strong client relationships.
- Skilled at delivering executive level presentations
- Effective listening and communication skills
- Data based decision-making
- Demonstrated success in implementing new technologies and processes
- Business planning and organizational development
- Leadership and change management
- Understanding and demonstrated application of lean concepts
- Experience leading a global workforce
- Technical aptitude
- Healthcare experience preferred
Work Environment/Physical Demands
- While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
- This role requires that one can sit and regularly type on a keyboard the majority of their workday
- This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as incoming and outgoing communications via the computer and/ or mobile devices.
- The role necessitates the ability to listen and speak clearly to customers and other associates
- The work environment is an open room with other associates and noise from others will be part of the regular workday
Here’s what we can offer you in exchange for your amazing work:
- Competitive pay
- Medical, dental and vision benefits
- Matching 401(k)
- Generous paid time-off programs
- Education reimbursement
- Growth potential for your career
- Corporate discounts
At Greenway, we strive to imagine, empower, engage, and inspire. Join us!
To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.
Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.
While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying.
If you are a resident of a state that requires pay transparency, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Be sure to include the Job ID in the subject line of your email.
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Last updated on Jan 23, 2025