Vice President Client Success - Sunrise / Remote

at  Altera Digital Health Inc Canada

VICE PRESIDENT, CLIENT SUCCESS – SUNRISE

Sunrise™ | Altera Digital Health (alterahealth.com)
Remote U.S. or Canadian-based Role
Altera Digital Health is searching for a seasoned and visionary VP, Client Success to lead our U.S. client success organization. This leadership role requires the development and execution of a strategic vision that ensures exceptional value realization for clients leveraging our digital health solutions.

QUALIFICATIONS

Education

• Bachelor’s degree in business management or a relevant field, or equivalent years of experience.
• Master’s degree preferred.

Work Experience

• 15+ years’ progressive experience client success, sales and/or project management roles. Proven ability to take initiative, influence others, and achieve results in a matrixed environment.
• 10+ years’ experience in establishing and scaling high-performing client success teams in the healthcare IT (HCIT) industry.
• A strong track record of success in formulating and deploying strategic client success initiatives.
• A deep understanding of HCIT patient engagement and customer engagement principles.
• Experience managing a Net Promoter Score (NPS) and understanding how to improve it.
• Excellent leadership skills with the ability to take initiative, influence others, and achieve results in a matrixed environment.
• Able to coach and develop a team to have successful client conversations at all levels.
• A keen strategic thinker with the capacity to translate vision into actionable plans. A demonstrably successful track record in formulating and deploying strategic client success initiatives.
• Solid ability to collaborate with individual contributors and business leaders to define business process issues, analyze operational efficiencies, implement creative solutions, and measure delivery results. Strong verbal and written communication skills with all levels of the organization.
• A data-driven leader who leverages metrics to quantify success and identify areas for improvement.

• Be a Client Champion: You will foster strong relationships with key U.S. client executives, serving as their primary point of contact and ensuring the delivery of their technical and operational needs. You’ll find a balance between advocating for clients internally and setting realistic expectations.
• Lead a High-Performing Leadership Team: You will provide strategic direction and guidance to your Directors of Client Success, fostering a collaborative and accountable environment. These Directors will in turn manage Client Success Managers (CSMs). Your organization will collaborate with internal teams (Sales, Product, Implementation, Support) to guarantee a seamless client experience.
• Drive Strategic Client Success: You will develop and implement a comprehensive client success strategy that aligns with Altera’s business objectives. This strategy will focus on increasing client adoption, retention, and growth, while maximizing the value clients receive from our solutions.
• Deliver Operational Excellence: You will oversee client onboarding, implementation, and ongoing support. You’ll establish a framework to measure key performance indicators (KPIs) and demonstrate the value delivered to clients.
• Be a Master Communicator: You will be able to effectively communicate with clients at all levels, from CEOs to directors of IT. You will also need to collaborate effectively with various internal stakeholders.
• Embrace Data-Driven Decisions: You will leverage metrics to measure success and identify areas for improvement in the client experience.