Highmark Health Vice President, Customer Success in Pittsburgh, Pennsylvania

Description

JOB SUMMARY

This job establishes a Customer Success framework for all clients in the HMHS portfolio. Leads a team responsible for managing the daily service management for large, multi-year ASP clients and business process service relationships. This includes all daily service, incident and ticket management governance and interface with the client team and customers.The incumbent acts as a leader to the Customer Success directors and partners with the Customer, Client Team, Maintenance and Support and Platform Operations to manage and report against overall service management and service levels including managing to service incident volumes and resolution, monthly SLAs, and initiating various operational improvement initiatives. Ensures customers realize expected business outcomes (cost, quality, timeliness) delivered through the product (Enterprise Health Solutions Platform) operations. This job is customer facing and regular travel to client sites is required.

ESSENTIAL RESPONSIBILITIES

  • Perform management responsibilities including, but not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.

  • Oversee the day-to-day operation and adoption of steady state for our clients, including budgetary oversight and staffing, to ensure that all activities are reliably delivered on time, on budget, and with a consistently high standard of quality.

  • Define and measure success as part of the customer journey on HMHS platform including the building of a success plan for the client and identifying areas for continuous improvement

  • Provide Leadership to the Division by leading and championing organizational change, encouraging participation in activities that support relationship development, providing a consistent framework for customer success and championing innovation.

  • Orchestrate services with the Platform Operations and Maintenance & Support Teams Working with the Client Account Team through escalations and enhancements to the platform. Provide ongoing service excellence and risk management of steady state platform

  • Other duties as assigned or requested.

EDUCATION

Required

  • Bachelor's Degree

EXPERIENCE

Required

  • 10 - 15 years in Product/Platform Technology, Consulting or working in a Healthcare environment

  • 7 - 10 years in Management

  • 5 - 7 years of Customer Facing experience

  • Strong understanding and experience with technology

  • Significant experience in managing special programs for Executive Leadership

  • Significant experience in Innovation and Process Improvement

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

REQNUMBER: J124108

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled