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Vice President of Customer Success and Engagement

Prominence Advisors

United States Full-time in Transport & Logistics
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    • Job ID 2106889

    Job Description

    About Us

    At Prominence, we are redefining the landscape of healthcare IT by empowering over 100 of the nation’s premier healthcare organizations to optimize their data utilization. Our expertise lies in developing and deploying robust enterprise data and analytics strategies through our innovative software platform, which automates data pipelines while integrating and standardizing data from diverse EHRs and essential operational databases. Our dedication to pioneering solutions and excellence has led to multiple awards, including the prestigious Best in KLAS accolade and recognition as a top workplace.

    Your Opportunity

    The Customer Success Executive plays a vital role in enhancing customer revenue growth following the sale. This position requires a profound understanding of service delivery, the ability to forge and nurture executive-level connections, and the creativity to craft innovative solutions to evolving customer needs. Ideal candidates will possess a strong insight into customer cultures, build lasting trust, and continuously deliver value through strategic problem-solving.

    Key Responsibilities

    • Customer Relationship Management:
      • Guide customers from sales through implementation to success.
      • Establish and maintain relationships with key executive stakeholders.
      • Gain insight into the strategic initiatives of health systems and define a 2-3 year partnership strategy with Prominence.
      • Facilitate quarterly strategic sessions with internal SMEs and customer leaders to align on objectives.
    • Value Delivery and Trust Building:
      • Rapidly assimilate Prominence’s solutions, capabilities, and the expertise of our internal teams.
      • Masterfully articulate Prominence’s methodologies and offerings.
      • Participate in weekly and monthly check-ins to remain informed about customer status, active projects, shifting priorities, and emerging challenges.
      • Proactively identify customer obstacles, build a strong value proposition for solutions, and effectively present these to clients.
      • Regularly share best practices and success stories from similar clients.
      • Identify and advocate for valuable support and services to foster trust and showcase our commitment.
    • Revenue Growth:
      • Seek and pursue opportunities for cross-selling and upselling, managing pricing discussions, SOW creation, and Salesforce tracking.
      • Actively respond to RFPs to capitalize on new business prospects.
      • Monitor ongoing projects to proactively identify and manage potential risks.
    • Performance and Escalation Management:
      • Organize and lead customer-facing quarterly business reviews, including at least one in-person meeting annually.
      • Act as an escalation point for critical project challenges, intervening as necessary.
      • Ensure excellent KLAS ratings and cultivate strong customer references through superior service delivery.
      • Adhere to Prominence guidelines while gathering NPS feedback from every customer.

    Essential Qualifications

    • Substantial experience in customer success, account management, or a similar role within the healthcare IT sector.
    • Proficient in delivering services to healthcare providers, especially using tech-driven methods.
    • Demonstrated success in managing executive relationships while facilitating revenue growth through strategic account management.
    • In-depth knowledge of healthcare systems, data analytics, and Epic’s EHR.
    • Exceptional problem-solving skills with the aptitude to devise inventive solutions to intricate challenges.
    • Outstanding communication and interpersonal abilities to build rapport and trust with clients.
    • Strong organizational capabilities to juggle multiple priorities and stakeholders effectively.
    • Willingness to travel for in-person meetings and business reviews as required.

    Why You Should Consider Joining Us

    • Become part of a passionate team revolutionizing healthcare through groundbreaking data solutions.
    • Thrive in a collaborative environment that champions creativity and initiative.
    • Explore numerous opportunities for professional advancement and skill development.
    • Contribute to a mission-focused organization that positively impacts healthcare systems nationwide.

    If you possess strategic thinking skills, a zeal for healthcare IT, and a proven track record in driving customer success, we encourage you to apply for this exhilarating opportunity.

    Benefits Offered

    At Prominence, we believe in attracting the brightest talents in healthcare and fostering a culture that rewards passion and commitment. We offer a comprehensive benefits package, including:

    • Competitive salaried and hybrid compensation structures.
    • Health coverage (Medical, HSAs, Dental & Vision).
    • Retirement benefits (401k).
    • Life insurance options (Basic, Voluntary & AD&D).
    • Health and dependent savings accounts.
    • Disability insurance (Short Term & Long Term).
    • Generous paid time off (Vacation/Sick & Public Holidays).
    • Funding for training and development.
    • Technology stipends for eligible roles.
    • Flexible work-from-home arrangements.
    • Opportunities for charitable contributions to causes that resonate with you.

    Employment Eligibility

    Candidates must be legally authorized to work in the United States without sponsorship.

    Commitment to Equal Opportunity

    We celebrate diversity and welcome applications from individuals of all backgrounds. All candidates will be evaluated for employment without consideration of age, race, ethnicity, religion, gender identity or expression, sexual orientation, nationality, marital status, veteran status, disability status, or any other characteristic protected by law. Additionally, Prominence is dedicated to providing reasonable accommodations for qualified individuals with disabilities. If you are skilled and committed, we want to hear from you—come as you are.

    Partnership Eligibility

    We value our partnerships greatly. This application is not intended for individuals bound by non-compete agreements or other restrictions that would prevent employment at Prominence. We appreciate your cooperation in respecting our partners.

    Interested in finding out more about us? Apply below to connect with our Talent team regarding immediate openings and future consulting opportunities.

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