VP of Customer Success at Kalderos

| Chicago
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THE OPPORTUNITY 
We’re looking for a VP of Customer Success to join our growing team of developers, data scientists, data engineers, project managers, and business professionals at Kalderos. The Kalderos customer success team is charged with ensuring the long-term success of all the stakeholders we engage with on this platform. We here at Kalderos build solutions that address some of the most complicated systems and we stand by our products and our customers as we solve for the challenges that exist in the system.
 
As pioneers of Drug Discount Management, Kalderos has recently launched a Review, an updated version of our initial core product, Grappa, that expands our audit solution and is the foundation for comprehensive management of drug discount programs that exist in the US. The future opportunities for Kalderos are endless and we are looking for a leader who can help ensure the success of our products, our customers, and the healthcare system to realize transparency and restore trust among all stakeholders. 

By building a smart infrastructure that ensures the right price or discount be applied to the right transaction, we have a once-in-a-lifetime opportunity to do something that benefits patients (and is financially rewarding for the team members who help make it happen.) 

As our VP of Customer Success, you will manage and provide a clear direction for the Customer Success strategy and teams at Kalderos.
 
DETAILED RESPONSIBILITIES
  • Drive Customer Success Outcomes
  • Increase stickiness with customers through collaborative engagements
  • Increase customer satisfaction
  • Deliver real business value to customers by analysis of our performance data and turning that analysis into action for customers
  • Build a customer-centric team focused on being strategic partners and shared success with all of Kalderos’ customers
  • Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize touchpoints 
  • Empower teams to provide best-in-class collaboration for each customer at distinct points along the journey
  • Define the segmentation of the customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in the industry
  • Manage Customer Success Activities
  • Onboarding
  • Training
  • Professional Services
  • Customer Success Management
  • Advocacy
  • Measure the Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish a system for tracking metrics
  • Create cadence for review within team and with executive management
  • Lead World-class Customer Success Team
  • Recruit talented and experienced teammates
  • Create rapid onboarding process for new team members
  • Foster collaboration within the team and across the customer lifecycle
  • Encourage continuous learning within the team
  • Inspire Customer Success Across Company
  • Create a company-wide culture of Customer Success
  • Collaborate with Marketing, Product, Sales, Finance, Engineering, and more to ensure the success of Kalderos as a company
  • Collaborate with Executive Team around key objectives, initiatives, and metrics
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop
EXPERIENCE AND QUALIFICATIONS
  • 10+ year's experience in leading customer-facing organizations
  • Track record of delivering value to customers
  • Strong understanding of the healthcare ecosystem
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
COMPANY PERKS 
  • Excellent Compensation 
  • 401K plan
  • Training Allowance Fund
  • Working for a Startup Company with a collaborative and positive culture
  • A Fair PTO system that allows for a healthy work-life balance 
  • Opportunity to work on new technologies and learn new skills 
  • Cross-functional training opportunities 
  • Guidance from a transparent leadership team
  • Entertainment Allowance Fund
 
ATTRIBUTES
  • You are comfortable working at a company that celebrates failure and rewards success.
  • Your team loves working with you. Your colleagues love working with you. Your manager cannot understand how they ever lived without you.
  • You can set operational targets and coordinate with a cross-functional team to achieve those targets.
  • You motivate others. You communicate clearly. You inspire your coworkers.
  • You identify problems and are decisive about communicating the problem with the larger team, ensuring the problems are corrected early.
  • You cannot stand political games between departments and do not want to work for a company where inside politics drive actions rather than what’s best for the customer.
  • You are a collaborative, hardworking, problem-solver, who leads by example.
  • You are way above average, and only want to work at a place that is nowhere near average.
  • You understand that you would not be successful without the team, and you are grateful to your team members who participated in the company and your success.
  • You understand that continuous self-improvement is part of life, and you are willing to accept areas where you could be better.
  • You are willing to put in the work to improve yourself and those around you.
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Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • react.semantic-uiLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • DockerFrameworks
    • Microsoft SQL ServerDatabases
    • SparkDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • StorybookDesign
    • AvocodeDesign
    • FigmaDesign
    • JIRAManagement

Location

Looking over the Chicago River, we’re located in a WeWork in the heart of Chicago’s downtown.

An Insider's view of Kalderos

What's something quirky about your company?

Our culture encourages individuality and strong opinions. There is never a shortage of thoughtful recommendations or particular preferences. All of these differences make our conversations lively - but always progressing towards our goal of bringing transparency and trust to the healthcare space.

Allison

Client Relationship Manager

What kinds of technical challenges do you and your team face?

As a front end developer, I'm building technology to help improve our customer's experience with our product. Some of the challenges I face involve ensuring what I build integrates effectively with the applications of my cross functional peers. When a problems arise, I know we have an amazing & knowledgeable group of people I can count on.

Sean

Lead Developer

How does the company support your career growth?

We’re a team of smart, passionate and self-directed professionals who thrive on creativity and innovation. Our approach is to foster an environment where people can be constantly expanding their technical skill set and pitch in to solve problems as they discover them -- which results in greater, broader responsibility and professional advancement.

Dave

CTO

What is your vision for the company?

Kalderos is a purpose-driven group of multidisciplinary collaborators -- our purpose is to bring transparency to one of the most opaque parts of the healthcare system. Our solutions will empower all stakeholders in the healthcare ecosystem to focus on improving the well-being of people, rather than financial engineering.

Micah

COO

What’s the vibe like in the office?

Our vibe is a combination of trust, collaboration, and stimulation. We’re a young company with big ideas, super smart people, and an eagerness to make some real change. The general attitude is -- be yourself, dress how you want, and get ready to solve some big problems.

Matt

Product Designer

What are Kalderos Perks + Benefits

Kalderos Benefits Overview

We are looking for people that are committed to fulfilling the Kalderos mission and vision. We understand that our employees are the most important asset we have in accomplishing our goals and we believe in providing our employees a robust set of benefits to balance their health, finances, and work/life.

Health: We believe that all of our Kalderos team members deserve access to quality health plans and the options to find one that fits you and your family’s needs.

Finance: We know that there is a lot to worry about when trying to balance your current and future personal
finances and have provided a number of benefits to help alleviate some of the concerns.

Work/Life: We value the time and effort that our employees put into making Kalderos a success and want to make sure that we provide employees benefits to most effectively manage your lives outside of work.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Kalderos offers two plans through Aetna and MetLife.
Vision Benefits
Kalderos offers two plans through Aetna Vision and Metlife Vision.
Health Insurance Benefits
Kalderos offers four comprehensive plans through Aetna. Additional coverage includes free membership to One Medical, Health Advocate and Teledoc.
Life Insurance
Kalderos offers supplemental life insurance through MetLife.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Kalderos offers a fully-vested matching contribution of 100% on the first 3% of employee deferrals, plus 50% on the next 2% deferred
Company Equity
Kalderos offers stock options as part of our standard compensation package.
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
At Kalderos, we are focused on getting things done, not on the hours you spend on getting things done.
Vacation & Time Off Benefits
Generous PTO
Kalderos offers a self directed, fair PTO policy. We have a minimum number of PTO days (10) for employees but no maximum.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Kalderos offers pre-tax dollars to pay for your commute on the L or Metra.
Company Outings
Game Room
Happy Hours
At Kalderos, we like to celebrate all of our successes whether big or small. We don’t think the small ones ever get enough recognition, that is why we make sure to celebrate them every Thursday.
Fitness Subsidies
We have an on-site gym with a one-time initiation fee.
Professional Development Benefits
Diversity Program
Continuing Education stipend
Kalderos wants to foster a culture of continuous personal exploration and improvement - we offer money to develop new skills, refine existing skills, and explore areas of growth for your development.

Additional Perks + Benefits

Beyond our fair PTO policy, flexible working schedule, collaborative work environment, continuous education stipend and weekly happy hours we also are proud to offer a celebration stipend because we believe in celebrating successes whenever they are a part of life or work.

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