VP of Customer Success

Company: Practicetek
Location: San Diego
Posted on: November 15, 2024

Job Description:

Our Company: At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.PracticeTek was established by healthcare professionals and entrepreneurs who share a common goal: deliver seamless, high-quality, on-demand healthcare, free of the confusing limitations of traditional technological platforms.PracticeTek is a collection of innovative software companies working together to make healthcare easier, and more accessible, for everyone. We deliver robust software solutions that support practitioners, and foster exceptional patient experiences, contributing to the growth of healthcare clinics specializing in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy.Areas of Accountability:

• Create and launch critical customer initiatives to evolve the customer care experience and operational efficiency for a multi-brand cloud portfolio of products.
• Lead, coach, and develop a team of Customer Success managers across the range of Customer Success activities (customer onboarding, conversion, training, support, retention, and customer outreach).
• Achieve critical customer health metrics month over month and evolve those metrics as needed.
• Partner with other departments (Sales, Product, Marketing, etc.) to ensure the overall customer experience achieves our vision to be the most loved software for every clinic.
• Define and optimize operational processes and procedures for the Customer Success team for improved tracking and reporting and to deliver the highest level of service levels.
• Develop long-term strategic initiatives and innovative solutions that promote customer engagement and support company expansion in existing and new markets.
• Manage customer escalations with your leadership team, providing both the coaching and evolution of the process needed to deliver positive outcomes with our clients.
• Present regular updates to the executive team on customer success initiatives and results.
• Develop and maintain a dashboard that tracks key customer metrics and KPIs.
• Demonstrate the ROI of customer success initiatives and provide recommendations for future investments.
• Identify and implement tools, processes, and best practices that improve customer success efficiency, effectiveness, and scalability.
• Establish and refine key performance metrics (e.g., NPS, CSAT, retention, expansion) to drive measurable improvements in the customer experience.Competencies for Success:
• Bachelor's degree in business or a related field; MBA or advanced degree preferred.
• 15+ years in the software industry, with at least 5 managing volume call centers.
• 7+ years managing and building customer support teams and customer care operations of 50 or more people across multiple geographies.
• Quantifiable history of managing based on metrics and reaching customer satisfaction and retention goals.
• Experience managing multiple channels of support, direct call center, and chat team management, with a depth of experience in building online/self-serve communities.
• Strong experience using customer success and reporting tools such as Salesforce and Tableau to create dashboards, track metrics, and produce reporting on KPIs.
• Strong expertise in community-building, self-service resource development, and deploying AI-driven solutions to enhance customer experience.
• Possess strong presentation skills and credibility with all levels, including C-level executives.
• Advanced Microsoft Office proficiency, particularly Excel and PowerPoint.At PracticeTek we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills.PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.
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Keywords: Practicetek, Downey , VP of Customer Success, Executive , San Diego, California