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Vice President of Client Success (Fully Remote)

Company: Aspirion
Location: Columbus
Posted on: January 10, 2022

Job Description:

What is Aspirion?

Aspirion Health Resources is an industry-leading provider of complex claims management services. We specialize in Motor Vehicle Accidents, Worker's Compensation, Veterans Administration and Tricare, Complex Denials, Out-of-State Medicaid, and Eligibility and Enrollment Services. Our employees work in an environment that is both challenging and rewarding. We ask a lot out of our team members and in return we offer flexibility, autonomy, and endless opportunities for advancement. As we are committed to growth within the complex claims industry, we offer the same growth to our employees.

What do we need?

We are looking for a talented and proven Vice President of Client Success to join our growing team. You will be joining a people focused organization committed to providing exceptional service and client-focused outcomes. This is an exciting opportunity for the experienced professional with industry knowledge, executive leadership skills, and client relations experience. The ideal candidate will build and lead the organization forward by defining and optimizing the customer lifecycle, managing client success activities, and inspiring a culture of client success company-wide.

What will you provide?

  • Drive Client Success outcomes by maximizing the adoption and utilization of Aspirion services within our customer base.
  • Define and optimize Customer Lifecycle working with a cross-functional team by mapping the overall customer journey.
  • Inspire Client Success across the company by creating a company-wide culture of Client Success.
  • Develop initiatives and processes to minimize client attrition.
  • Expand revenue in accounts through identification of cross-sell and expansion opportunities.
  • Influence future lifetime value through higher product adoption, and customer satisfaction.
  • Drive new business growth through greater advocacy and reference-ability.
  • Develop listening points in customer journey (e.g., usage, satisfaction, etc.) and track results.
  • Create standardized interventions for each point in journey in order to respond to customer needs quickly.
  • Define segmentation of customer base and varying strategies to meet individual client needs.
  • Identify opportunities for continuous improvement and apply industry best practices.
  • Manage Client Success activities working closely with the Sales, Operations, and IT teams to ensure successful implementation and training.
  • Manage client success team members, renewals, and advocacy programs.
  • Measure effectiveness of Client Success by defining operational metrics for the team and establishing a system for tracking metrics.
  • Create a cadence for review within team and provide timely, relevant, KPI metrics to executive team, company, and board.
  • Align with marketing to present existing clients with additional services; align with Operations around driving services roadmap; align with Sales around cross-sell and expansion and focus on selling with a retention focus; align with Finance around measurement and forecasting; and align with the Executive Team around key metrics and objectives.
  • Drive company-wide definition of ideal client and create company-wide client feedback loop.

    Requirements
    • Skilled in leading and motivating a team to achieve goals and objectives
    • Demonstrated ability to recruit and retain top talent
    • Strong empathy for clients AND passion for revenue and growth
    • Analytical, data driven, and process-oriented mindset
    • Demonstrated desire for continuous learning and improvement during periods of high growth
    • Enthusiastic and creative leader with the ability to inspire others
    • Excellent communication and presentation skills
    • Operations knowledge in complex claims management

      Education And Experience
      • Bachelors degree in a related field required; MBA or Masters preferred
      • 10+ years experience in Revenue Cycle Management or a related field preferred
      • 5+ years experience building and leading Client Success and customer-facing organizations in a successful, fast growing healthcare services company
      • Prior experience driving key Client Success metrics including adoption, utilization, retention, renewal, cross sell, and expansion preferred

        Benefits

        At Aspirion we invest in our employees by offering unlimited opportunities for advancement, a full benefits package, including health, dental, vision and life insurance, matching 401k, competitive salaries, and incentive programs.

Keywords: Aspirion, Columbus , Vice President of Client Success (Fully Remote), Executive , Columbus, Georgia

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