Director of Partner Success, Enterprise

Job Title: Director of Partner Success, Enterprise

Position Type: Full-time

Work Setting: Hybrid/Remote

Group/Division: Partner Success/Operations

Reports to: VP of Customer Success

FLSA: Exempt

AbOUT VAXCARE

The healthcare system is complex, presenting challenges for everyone—patients, doctors, nurses, office managers, and billers alike. At VaxCare, we aim to streamline this complexity, eliminating unnecessary costs and confusion so that practices can focus on their important work: caring for patients. Our innovative solutions include a vaccine management and LARC access platform trusted by over 20,000 active providers nationwide. This service is powered by a multidisciplinary team of dedicated professionals who lead with integrity and a relentless drive to exceed expectations, bringing clarity and efficiency to the often-overwhelming world of healthcare.

THE POSITION

You have the opportunity to represent VaxCare to its Health System (customer) base with the goal of helping them fully leverage VaxCare's technology platform to administer patient care and deliver the triple aim of healthcare (lower cost, better outcomes, better experience). The Health System Partner Success Account Executive is dedicated to establishing oneself as a dependable and trusted advisor who understands their Partner's business and immunization program goals and can accelerate the Partner's time to efficiently maximize value realization from VaxCare's technology platform. This includes managing the Health System Relationships from C-Suite through Regional relationships, working with assigned Health System PSMs to drive program adoption, gathering and acting on the Voice of the Partner (VOP), and ensuring the PSM team meets and exceeds specific performance metrics within the assigned Health Systems. If you consider yourself a dynamic leader, creative problem solver and enjoy engaging partners and impacting public health with a great team of people, this could be a perfect fit for you at an exciting and growing company!

Responsibilities

• Lead a team of Enterprise Partner Success Managers, enabling them to meet and exceed core metrics.
• Partner with assigned Health System leadership and internal VaxCare stakeholders across business functions to drive outstanding product adoption and the accomplishment of customer and VaxCare business objectives.
• Meet and exceed Key Performance Metrics that are aligned to the mutual benefit of Health System customers and VaxCare such as product adoption, volume growth, adherence, partner satisfaction and partner attrition.
• Collaborate with the customer and internal teams to ensure optimal customer training, aiming to ensure that the Health System efficiently and consistently achieves the maximum value from the VaxCare technology platform in the shortest amount of time
• Collaborate with all internal stakeholders to develop, execute, and proactively manage Customer Success Plans aimed at ensuring each Health System’s agreed upon outcomes and business goals are consistently achieved.
• Act as the Voice of the customer, and voice of the PSM team by acquiring feedback and ensuring that feedback is internally communicated and acted upon
• Maintain a continuous improvement mindset aimed at driving increased efficiency using supporting tools & technology
• Recommend and gain agreement with partner(s) leadership on the needed actions to optimize their use of VaxCare's program
• Provide internal feedback when requested to help develop solutions that advance VaxCare and the Partner Success Management organization.
• Manage key projects that enable the success of both VaxCare and it’s partners
• Earn trusted partnership with select Health System leadership and key stakeholders

COMPETENCIES: Core to all positions at VaxCare

We Live (and Work) By Our Values

• “VaxCare-ness” (Art of Care) – Nurturing and providing for each team member
• Belief in Something Bigger than Ourselves – Capacity to derive meaning from a larger purpose
• Humility as a Posture of Learning – Burning curiosity to learn without ego
• Adaptability & Embracing Change – Nimbleness & ready to seize new opportunities

Additional “Must Haves”

• Dependability – Must be able to meet deadlines, work independently, maintain focus, be punctual and good attendance record.
• Interpersonal Skills – Builds strong relationships & contributes to a positive work environment
• Computer Skills – Skilled with computers, learns new tools quickly
• Ethics – Honest, accountable, maintains confidentiality

Required Qualities & Experience

• Deep Account Management experience with a proven history of establishing healthy, trust-based partner relationships that yielded high levels of partner satisfaction, retention, expansion, and advocacy.
• Ability to mentor, coach and lead others in the Partner Success Field to the successful achievement of goals.
• Experience working with health systems decision makers (C-Suite and VP Level)
• Experience in delivering client focused solutions based on customer and business needs
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of an organization
• Proven ability to work cross-functionally to communicate partner (customer) feedback and drive actions based on that feedback
• History of using data to drive and prove results
• Ability to travel up to 50% of the time, including overnight travel
• Excellent leadership and managerial skills
• Scrappiness, grit, integrity - whatever-it-takes to ensure programs ultimately deliver better outcomes for partner, patient and VaxCare success in line with company values and policies
• Natural curiosity to understand the "what's", "why's", and "how's" of our business
• Valid driver's license, clean driving record and reliable source of transportation

Physical Requirements/Work Environment

TASK

Continuous

Intermittent

Seldom

N/A

Regular & Reliable Attendance

x

Standing/Walking

x

Travel/Driving/Operating Vehicle

x

Sitting (desk/computer work)

x

Lifting/Lowering/Carrying (up to 20lbs)

x

Reaching/Bending/Twisting

x

Hand/Wrist Use (typing/mouse/writing)

X

In person attendance for meetings/conferences

X

Exposure to Noise/Dust/Chemical Exposures

x

Operating Mobile Equipment/Machinery

x

• Continuous = 66-99% of the day; Intermittent = 33 – 66% of the day; Seldom = 0-33% of the day

Note : Team Members in this position will be responsible for implementing and acting in accordance with VaxCare’s information security policies; protecting assets from unauthorized access, disclosure, modification, destruction or interference; executing specific security processes or activities as assigned by the Information Security and/ or Privacy officers; and reporting security events or potential security risks to the organization. Team Members in this role will be involved in the processing of protected patient and/or payment information and will be responsible for ensuring the security and privacy of the information within their scope of work.