Vice President of Customer Success

3 giorni fa

Naples, Campania, Italia Wolters Kluwer Tempo pieno

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The 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
This 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
The 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
As 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
Scope of Leadership
Lead an organization of approximately 90 employees across multiple layers of management
Provide executive leadership across customer-facing teams supporting Health Language, CSC, and Medi-Span
Directly manage Director-level leaders
Oversee customer onboarding, implementation, training, adoption, customer success, support, retention, and operational performance across the PHT portfolio
Support 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
Why This Role Matters
This 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
Success 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
Strategic Leadership & Business Execution
Establish and execute PHT’s customer onboarding, implementation, training, adoption, customer success, and service delivery strategy
Drive customer retention, renewal readiness, revenue realization, and operational scalability across the portfolio
Lead initiatives that improve customer outcomes and simplify how customers engage with PHT solutions
Partner with Product and Sales leadership on strategic investments, resource allocation, go-to-market execution, and customer experience priorities
Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives
Own operational performance metrics that support customer retention, adoption, implementation success, and delivery excellence
Customer Delivery & Success
Ensure customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle
Oversee implementation, onboarding, customer training, customer success, support, informatics, and service delivery functions
Establish consistent service standards and delivery practices across CSC, Health Language, and Medi-Span
Lead executive-level customer escalations and service recovery efforts
Develop programs that improve customer engagement, satisfaction, adoption, and long-term success
Operational Excellence & Transformation
Lead operational planning, process improvement, and organizational transformation initiatives across customer-facing functions
Build scalable operating models that support business growth, efficiency, and customer retention
Standardize implementation, training, customer success, support, and operational delivery processes across the organization
Drive automation, operational efficiency, and continuous improvement initiatives
Lead change management efforts associated with business transformation, new products, and organizational integration initiatives
Cross-Functional Leadership
Partner closely with Product, Sales, Marketing, Finance, Technology, and Content leadership to align priorities and execution
Utilize customer and operational insights to influence product roadmap decisions and customer experience improvements
Ensure customer-facing teams are prepared to support new product launches, enhancements, and strategic initiatives
Support customer growth and business performance through effective cross-functional execution
Establ

Vice President of Customer Success

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