VP of Customer Success
What We Do:
Kalderos delivers technology that solves the challenges facing the US healthcare system. We develop technology solutions with a focus on simplifying the complex coordination of drug discount programs and are steadfast in our commitment to redefining how the business of healthcare performsTM. Ultimately, we measure our success by empowering all of healthcare to spend more time focused on improving the lives of patients and less time working on the business.
To learn more: https://www.kalderos.com/company/about
As our VP of Customer Success, you will manage and provide a clear direction for the Customer Success strategy and teams at Kalderos.
What Impact You'll Have:
- 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
What We Are Looking For
- 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
Why You’ll Love It Here
- Inspired: We celebrate success and we love what we do. We laugh as much as we can. We pull everything we can from those around us and make sure they do the same to us.
- Steadfast: We face any challenge we are not afraid to fail, we never settle and we never standstill. We know that we are part of something greater than ourselves.
- Collaborative: We get things done, we get them done well and we get them done together. We are honest, transparent, and value all voices. We care more about the success of others than our own.
- Courageous: We value those that are bold. We believe limits are for surpassing. We love the word problem because it gives us permission to think differently and effect change.
- Excellence: We strive to continuously improve the quality or craft of our work. We value commitment and the focus on delivering outcomes - as individuals, teams, and as an organization.
Company Perks:
- Continuing Education Reimbursement/Training allowance fund
- A fair PTO system that allows for a healthy work-life balance. There’s no maximum, but there is a minimum; we want you to take breaks for yourself
- Celebration Reimbursement - Every six months you get to #treatyourself, on us!
- Choose your own Technology: We’ll pay for your work computer
- WFH Reimbursement: During the pandemic, we’re providing additional funds every quarter to get what you need to be productive.
To learn more: https://www.kalderos.com/company/culture Kalderos is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
Due to the circumstances of the COVID-19 pandemic, Kalderos has decided to protect our current and future employees by shifting to an entirely remote workforce. We will continue to operate, interview, onboard, and work remotely. Please be aware that some of our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC.