VP of Customer Success

| Chicago
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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.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • react.semantic-uiLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • DockerFrameworks
    • Microsoft SQL ServerDatabases
    • SparkDatabases
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • StorybookDesign
    • AvocodeDesign
    • FigmaDesign
    • JIRAManagement
    • WebflowCMS
    • Adobe BizibleCRM
    • DocuSignCRM
    • HubSpotCRM
    • SageCRM
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration
    • AsanaProject Management

Location

We’re located in a WeWork in Chicago's bustling West Loop neighborhood! Our offices are a short walk from the CTA Blue Line and the downtown loop L lines. We're also steps away from Union Station and Ogilvie Transportation Center and easily accessible right off of all downtown expressways.

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 does your typical day look like?

A typical day here is full of interesting challenges, fun filled conversations, and growth opportunities. Everyone is friendly and eager to come together to help you succeed, and this motivates me to push my limits and deliver beyond expectations.

Sameer

Principal Data Engineer

What makes someone successful on your team?

A good attitude, an open mind, someone who is adaptable, enjoys solving complex problems and the excitement that comes with working for a startup.

Sara

VP of Finance

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

President & 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 and get ready to solve some big problems.

Matt

Manager of Product Design

What are Kalderos Perks + Benefits

Kalderos Benefits Overview

We understand that our team members allow us to accomplish our goals, which is why we have partnered across all centers of excellence to create a working environment that allows each contributor to be their best selves.

At Kalderos we are dedicated to supporting team members based on their needs—

Life + work balance: We think a balanced lifestyle is a right, not just a perk. We have an unlimited paid time off policy (with an enforced minimum number of days off) and flexible work modes that allow team members to manage work on their schedule.

Health and wellness: With health, dental and vision insurance, and robust parental and caregiver leave policies, we aim to ensure you have the resources you and your family need to stay healthy.

Choose your working mode: Work remote, leverage a local coworking space, or pop into the office a few days a week—Kalderos adopts a "choose your own adventure" model for getting work done, with customized perks to support your preference.

Culture
Partners with nonprofits
Kalderos is proud to be based in Chicago and to be part of the growing local economy of tech companies. Diversity and inclusion are part of our core values at Kalderos and we are excited to influence
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
At Kalderos, we are focused on getting things done, not on the hours you spend on getting things done.
Remote work program
Kalderos is a remote-first company that gives workers the opportunity to choose their preferred working mode.
Diversity
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Kalderos offers two plans through Aetna and MetLife.
Vision insurance
Kalderos offers two plans through Aetna Vision and Metlife Vision.
Health insurance
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.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
We welcome employees to proactively prepare for retirement with our fully-vested matching contribution of 100% of the first 3% of your employee deferral, plus 50% on the next 2% deferred.
Company equity
Kalderos offers stock options as part of our standard compensation package.
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Kalderos offers a self-directed unlimited PTO policy. We have an enforced minimum number of days off but no maximum.
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Those who choose the in-office working mode can subsidize their commute.
Free snacks and drinks
Some meals provided
Kalderos has partnered with DoorDash to provide every employee with a DashPass subscription. DashPass benefits include $0 delivery fees, reduced service fees, and occasional company-wide meal credits.
Home-office stipend for remote employees
Those who choose a hybrid or work remote working mode have access to a home office stipend.
Professional Development Benefits
Lunch and learns
Kalderos hosts monthly lunch and learns lead by our leadership and teammates.
Promote from within
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.
Continuing education available during work hours
Paid industry certifications
Our continuing education stipend gives each employee $500/yr to use towards a course, textbook, or some other form of education.

Additional Perks + Benefits

Beyond our unlimited PTO policy, flexible work modes, continuous education stipend and parental/family leave we also are proud to offer contribution matching for donating to the charity of your choice, as well as a celebration stipend for successes big and small in life and work.

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