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Senior Vice President, Customer Success

Somatus

Somatus

Customer Service, Sales & Business Development
Virginia, USA · McLean, VA, USA · United States
Posted on Sunday, June 23, 2024
Overview

The Sr. Vice President, Customer Success will be responsible for customer retention, revenue growth, and relationship growth to ensure the success of Somatus clients’ portfolios. This position will play a vital role in the delivery of customer experience, promote a customer-centric focus, and drive growth and scale strategy. This SVP will develop and implement short and long-term strategies in support of internal and external goals and lead contracting, reporting, implementation, and service delivery efforts.

This position requires you to be on site at our HQ in Mclean, VA.

As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home.

It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?

Showing Up Somatus Strong

We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:

  • Authenticity: We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.
  • Collaboration: We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.
  • Empowerment: We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients’ lives or our partners’ best interests.
  • Innovation: We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions.
  • Tenacity: We see challenges as opportunities for growth and improvement — especially when new solutions will make a difference for our patients and partners.

Showing Up for You

We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:

  • Subsidized, personal healthcare coverage (medical, dental vision)
  • Flexible Paid Time Off (PTO)
  • Professional Development, CEU, and Tuition Reimbursement
  • Curated Wellness Benefits supporting teammates physical and mental well-being
  • Community engagement opportunities
  • And more!

Responsibilities

  • Drive strategic growth and development within new and existing clients.
  • Lead the strategy for revenue growth for each client.
  • Identify and pursue opportunities to increase account revenue and contract expansion.
  • Develop a strategic account-level business plan, with projected revenue and steps required for success.
  • Drive customer satisfaction and client retention by establishing a robust operational metric that provides insights into customer engagement and team performance, including regular team skill assessment and enablement methods to address gaps and grow individual potential.
  • Identify customers’ needs and support the account team to proactively identify solutions to customer issues.
  • Build and continuously develop relationships with key executives and operational leadership from customers and prospective organizations.
  • Maintain comprehensive knowledge of customer priorities and key business objectives.
  • Become a product champion and use this knowledge to guide the client engagement strategy and customers towards their desired outcomes.
  • Regularly monitor customer health scores, identify churn risk, and implement proactive measures to mitigate and prepare and brief internal leadership teams on overall account health.
  • Conduct formal periodic reviews with the client(s) to review performance; surface any opportunities an discuss new strategies.
  • Improve customer retention metrics (adoption, retention, engagement) and strategically handle customer contracts, focusing on expansion and upselling opportunities.
  • Lead team of Account Management Directors
  • Develop and present deliverables to clients in a timely manner.
  • Develops internal strategy for client presentations to present positive performance results.
  • Recruit experienced leaders, attract high-potential individual contributors, cultivate collaboration within the team and across the customer lifecycle and encourage continuous learning and customer business impact from the team.

Qualifications

  • Bachelor’s degree. MBA or other Master-level degree preferred.
  • Minimum ten (10) years of Customer Success or business development experience working with health plans, health systems, medical group practices or other healthcare organizations.
  • Successful track record of driving renewals and new business development

Knowledge, Skills, and Abilities:

  • Proven knowledge of healthcare laws, regulations, and industry standards.
  • Understanding of coding and reimbursement systems, risk management, and performance improvement.
  • Experience building out both an enterprise, high touch, customer success motion and innovative customer success practice for clients, leveraging data, insights, and technology to scale.
  • Strong business acumen and financial management.
  • Ability to specify analytics needs, interpret data analytics to actionable insights and drive continuous improvement in our customer success practice and results.
  • Excellent verbal and written communications skills with demonstrated ability to communicate, present, and influence both credibly and effectively at all levels of an organization, including executive and C-level.
  • Ability to connect with diverse constituents and stakeholders across cross-functional teams (leadership, marketing, account management, product and development, data and analytics, market operations, and clinical)
  • Demonstrated self-starter and ability to collaborate and partner with cross functional teams.
  • Entrepreneurial spirit and ability to drive change that will stretch the organization and push the boundaries.
  • Comfortable with ambiguity and uncertainty with the ability to thrive in a rapidly changing work environment.
  • The ability to adapt nimbly and lead others through complex situations in a fast-paced environment.
  • Ability to keep abreast of health care industry knowledge and maintain market awareness.
  • Risk-taker who seeks data and input from others

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Our priority is the health and safety of our members, colleagues, partners, and community. Proof of COVID-19 Vaccination is required for employment. If you are unable to be vaccinated for medical reasons or sincerely-held religious beliefs, we will consider requests for reasonable accommodations consistent with our policy, and where we are able to provide such accommodations without undue hardship to the company. All requests for proof of vaccination or for exemptions from the vaccination requirement will be subject to any limitations stipulated by current state and/or federal laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Somatus, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.