Vice President, Client Services

How you'll make an impact:As our VP of Client Services, you will help our services team consistently deliver high-impact, world-class service to our client base. Reporting directly to our SVP of Client services, you will be a key member of the services leadership team, be responsible for managing and improving functions that are necessary to implement, optimize and support our technology efficiently and successfully. This role will need to build and maintain an operational cadence, designed to drive client satisfaction and business success. You will be responsible for designing, implementing, and ensuring adoption of processes and structure to scale operations and project management to meet growing demand and provide visibility and predictability into performance.This role is a strategic leader with strong operational experience; A critical thinker who is ready to improve and enable our teams on Client Services to do their best work for our clients. Key responsibilities of the role include:

• Project management, client relationship and escalation management, client & employee training, as well as performance tracking and improvement
• Major process ownership including project scheduling, resource planning, client services tools & templates, project profitability reviews, and project status tracking
• Collaborate with other Client Services leaders to support outcomes in the three pillars of Strata Services:
• Client Satisfaction: Deliver a consistently high quality, high touch client experience
• Managing project management for client engagements
• Communication, responsiveness, and relationship building
• Delivering on time/on budget
• Reviewing project status and troubleshooting/action planning variances
• Managing client escalations and acting on feedback
• Team Engagement: Provide an outstanding place for the team to work and build their career
• Facilitate meaningful work
• Provide feedback and coaching to learn, improve and advance team member's careers
• Identify opportunities to be involved in internal initiatives that improve our experience for the team and clients
• Manage and mentor senior/experienced leaders to support ongoing growth of the team, specifically strong consulting, analytics, and client management skills in partnership with team development resources.

• High Performance Operations: Collaborate with Operational Excellence team to enable Strata to achieve business objectives
• Work to schedule and match staffing with client projects
• Monitor team capacity to achieve billable targets, while managing workloads
• Work to ensure projects are delivered on budget
• Manage, track, monitor and report on all Client Services metrics
• Working collaboratively with other functions and departments to drive business results and client satisfaction
• Collaborate with leadership to set vision and prioritize initiatives for the Operational Excellence team
• Refine and maintain a set of core operating metrics that will be used to monitor performance on client services delivery.
• Identify and guide implementation of improvement projects designed to continuously scale and improve performance for team and clients alike
• Play a key role in developing leadership skills, client service skills, and technical skills among direct reports and operations staff. You will facilitate development of skills within the client services teams through training, mentoring, and job-shadowing programs

In this role you will oversee teams responsible for:

• Project management of our client software implementation projects
• Project scheduling, staff capacity tracking/reporting
• Working with finance to define Services revenue drivers/targets, projections, and workforce needs
• Client and Team training and onboarding
• Client engagement initiatives, including internal improvement initiatives and facilitating multidisciplinary teams toward improvement outcomes

How we work:We have the flexibility to support hybrid work - our campuses are located in Chicago, IL and St. Louis, MO. Regardless of location, you'll have the chance to visit our Chicago headquarters throughout the year!What we are looking for:

• Minimum 15 years of management experience in a client services or implementation function within a software company, consulting firm or software installation company
• Healthcare experience, specifically within a healthcare vendor organization working closely with healthcare providers, preferred
• Demonstrated ability to consistently make good decisions through a combination of metrics, data, analysis, wisdom, experience, and judgement
• Track-record of successfully designing and implementing processes and improving existing processes in complex organizations
• Highly confident using data to solve problems, investigate solutions, make decisions, and drive results
• Exhibits integrity, compassion, authenticity, and curiosity in all facets of the job
• Proven success leading and managing cross-functional teams
• A drive to learn quickly and constantly adapt to new challenge.
• Strong self-motivation, and the ability to work effectively with limited guidance when necessary
• A "can-do" attitude and a "nothing's not my job" approach to your work

Thinking about applying?Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you're currently reading this and hesitating to click "Apply" for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].Here @ Strata…We are committed to our mission to help heal healthcare. Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our clients, our products, our company, and our community. We believe that each of our team member's unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin. Our values:We are guided by a set of principles called the StrataWay. These values keep us honest and ensure that we are always representing ourselves and our organization as best we can. They are at the core of who we are and how we support one another.

• Serve: We partner with our clients to provide quality solutions that will make their lives easier. We extend service to our community to drive purposeful change.
• Pro: We show up every day as the best version of ourselves. We treat others as we would want to be treated (and then some). We commit to getting better every day in everything that we do, upholding the highest level of integrity even in the face of challenges.
• Rock: Our work makes a meaningful impact, no matter what role we play on the team. We are open and receptive to new ways of doing things, always innovating, and never becoming complacent.
• Grow: We are life-long learners and embrace change that will help us grow professionally and personally. We embrace a culture of feedback and acknowledge that progress is more important than perfection.

Our Impact:Strata Decision Technology provides an innovative set of software and service solutions to help healthcare providers better analyze, plan, and perform in support of caring for their community and reducing the cost of care. Our client base includes over 2,000 hospitals and over 400 healthcare delivery systems which equates to 50% of US healthcare. Founded in 1996, our mission is to Help Heal Healthcare™. For more information, please go to www.stratadecision.com.Strata is committed to fair and equitable compensation practices. This role is eligible for bonus based on both individual and company performance. Find out more about Strata benefits here.