VP of Customer Services

Vice President of Customer Services
Hi, we're Healthee. We're on a mission to support employees and transform their health care experience.
We're building an AI powered platform that is designed to support every employee with healthcare benefits, navigate their plans and optimize care. Want to join our mission-driven team? Read on.
We are seeking a visionary Vice President of Customer Services to lead our CX , Implementations, and Customer Success functions, ensuring the highest level of customer satisfaction across every touchpoint.
Position Overview:
As the Vice President of Customer Services, you will be responsible for leading and transforming our Support, Implementations, and Customer Success to deliver an unparalleled customer experience.
Your strategic leadership will drive product adoption, customer satisfaction, net retention, and advocacy, ultimately contributing to our company's growth and success.
Responsibilities:
- CX Leadership and Strategy:
- Develop a comprehensive CX strategy for the Support, Implementations, and Customer Success teams that aligns with our company's goals and values.
- Set clear objectives, KPIs, and performance metrics for each team to ensure consistent and outstanding customer experiences.
- Team Management:
- Lead and inspire cross-functional teams, including Support, Implementations, and Customer Success, fostering a culture of collaboration, innovation, and continuous improvement.
- Provide strategic guidance, mentorship, and professional development opportunities to team members.
- Support and Issue Resolution:
- Oversee the Support team's efforts to provide timely and effective resolutions to customer inquiries and technical issues.
- Ensure that customers receive exceptional support, resulting in high satisfaction levels and minimized escalations.
- Implementations and Onboarding:
- Lead the Implementations team in delivering seamless onboarding experiences for new customers, ensuring successful product adoption and usage.
- Collaborate with internal stakeholders to optimize implementation processes and drive efficiency.
- Customer Success and Relationship Building:
- Drive the Customer Success team's efforts to proactively engage with customers, understand their needs, and ensure they derive maximum value from our products/services.
- Develop and implement customer success strategies to increase retention rates and expand customer accounts.
- Cross-Functional Collaboration:
- Collaborate closely with Sales, Marketing, Product, and Operations teams to ensure a holistic and consistent customer experience throughout the customer journey.
- Provide customer-centric insights to guide product development and enhancements.
- Performance Analysis and Improvement:
- Analyze customer feedback, behavior, and data to identify trends and areas for improvement in the customer experience.
- Continuously iterate on strategies and processes to enhance overall customer satisfaction and loyalty.
Qualifications:
- Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.
- [10] years of experience leading customer experience, support, implementations, and customer success teams, with [5] years in a leadership role.
- Proven track record of driving exceptional customer experiences and building high-performing teams.
- Strong strategic thinking and problem-solving skills, with the ability to make data-driven decisions.
- Excellent communication, collaboration, and stakeholder management skills.
- Familiarity with CX technologies, tools, and platforms.
- Familiarity with Healthcare - An advantage
Benefits:
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Wellness Resources
Stock Option Plan
For New York City-based hires only: Compensation Range: $200-$230 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive a bonus and equity based on Company's plans and in accordance with Company's policies. Compensation finally awarded to the candidate will be commensurate with the candidate's skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.
Healthee believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offenses, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.