Vice President of Account Management

ul liThe Vice President, Customer Success is a key member of the PHT Leadership Team responsible for leading customer onboarding, implementation, training, adoption, customer success, and service delivery across the PHT portfolio /li liThis executive oversees approximately 90 customer-facing professionals through multiple layers of leadership and is accountable for ensuring customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle /li liThe role leads teams supporting Health Language, CSC, and Medi-Span and partners closely with Product, Sales, Marketing, Technology, Finance, and Content leadership to drive customer retention, operational excellence, revenue realization, and long-term growth /li liAs one of the three primary functional leaders within PHT, alongside the VP Product and VP Sales, this leader will play a critical role in shaping customer delivery strategy, scaling customer-facing operations, and creating a more unified and efficient operating model across the business /li liScope of Leadership /li liLead an organization of approximately 90 employees across multiple layers of management /li liProvide executive leadership across customer-facing teams supporting Health Language, CSC, and Medi-Span /li liDirectly manage Director-level leaders /li liOversee customer onboarding, implementation, training, adoption, customer success, support, retention, and operational performance across the PHT portfolio /li liSupport a diverse portfolio of healthcare technology, SaaS, data, terminology, content, analytics, and workflow solutions serving pharmacies, providers, payers, PBMs, health systems, government agencies, and healthcare technology partners /li liWhy This Role Matters /li liThis role is more than leading implementation and customer success teams. It is responsible for bringing together multiple customer-facing organizations, creating a scalable operating model, standardizing best practices, and ensuring customers consistently realize value from PHT solutions /li liSuccess will be measured through improved customer outcomes, implementation excellence, stronger adoption and retention, increased operational efficiency, and the ability to scale customer delivery capabilities across a growing healthcare technology portfolio /li liStrategic Leadership Business Execution /li liEstablish and execute PHT’s customer onboarding, implementation, training, adoption, customer success, and service delivery strategy /li liDrive customer retention, renewal readiness, revenue realization, and operational scalability across the portfolio /li liLead initiatives that improve customer outcomes and simplify how customers engage with PHT solutions /li liPartner with Product and Sales leadership on strategic investments, resource allocation, go-to-market execution, and customer experience priorities /li liServe as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives /li liOwn operational performance metrics that support customer retention, adoption, implementation success, and delivery excellence /li liCustomer Delivery Success /li liEnsure customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle /li liOversee implementation, onboarding, customer training, customer success, support, informatics, and service delivery functions /li liEstablish consistent service standards and delivery practices across CSC, Health Language, and Medi-Span /li liLead executive-level customer escalations and service recovery efforts /li liDevelop programs that improve customer engagement, satisfaction, adoption, and long-term success /li liOperational Excellence Transformation /li liLead operational planning, process improvement, and organizational transformation initiatives across customer-facing functions /li liBuild scalable operating models that support business growth, efficiency, and customer retention /li liStandardize implementation, training, customer success, support, and operational delivery processes across the organization /li liDrive automation, operational efficiency, and continuous improvement initiatives /li liLead change management efforts associated with business transformation, new products, and organizational integration initiatives /li liCross-Functional Leadership /li liPartner closely with Product, Sales, Marketing, Finance, Technology, and Content leadership to align priorities and execution /li liUtilize customer and operational insights to influence product roadmap decisions and customer experience improvements /li liEnsure customer-facing teams are prepared to support new product launches, enhancements, and strategic initiatives /li liSupport customer growth and business performance through effective cross-functional execution /li liEstablish governance, metrics, and operating rhythms that improve accountability and organizational effectiveness /li liOrganiz