Director of Partner Success - Enablement and Virtual

ABOUT VAXCARE

VaxCare is a vaccine management platform that improves immunization rates and vaccine program profitability for healthcare providers. We're a team of vaccine experts, engineers, designers, and big-picture thinkers dedicated to solving the problems faced by modern healthcare practices and staff. By offering relief for headaches in our healthcare system, we work towards our vision: every person, fully vaccinated.

THE POSITION

You will have the opportunity to lead a multi-disciplined team of Partner Success Managers while they represent VaxCare to our partner (customer) base with the goal of helping them fully leverage VaxCare’ s technology platform to administer patient care and deliver the triple aim of healthcare (lower cost, better outcomes, better experience). The Director of Partner Success, Enablement and Virtual is dedicated to establishing oneself as a trustworthy leader and manager, and trusted overseer of assigned accounts within their geography, who understands our partners business and immunization program goals.  As the Director you will be responsible for leading a multi-disciplined team of Partner Success Managers, daily operations of the team and their partner-base and managing select premium partner go-lives to achieve our shared goals. If you consider yourself a dynamic leader, creative problem solver and enjoy engaging partners and impacting public health with a great team of people, this could be a perfect fit for you at an exciting and growing company!

RESPONSIBILITIES

• Lead a team of Enablement and Virtual Partner Success Managers, enabling them to meet and exceed core metrics.
• Lead efforts to ensure large customer go-lives are fully staffed leveraging the Enablement PSM team.
• Oversee Virtual partner success engagement via the Virtual PSM team to ensure customers achieve desired results.
• Manage required key research, adoption, enrollment, and education projects via the Virtual and Enablement teams.
• Meet and exceed Key Performance Metrics that are aligned to the mutual benefit of VaxCare partners and VaxCare such as product adoption, volume growth, adherence, partner satisfaction and partner attrition.
• Collaborate with the customer and internal teams to ensure optimal customer training, aiming to ensure that the assigned partners efficiently and consistently achieve the maximum value from the VaxCare technology platform in the shortest amount of time
• Collaborate with all internal stakeholders to develop, execute, and proactively manage Customer Success Plans aimed at ensuring each partner agreed upon outcomes and business goals are consistently achieved.
• Act as the Voice of the customer, and voice of the PSM team by acquiring feedback and ensuring that feedback is internally communicated and acted upon
• Maintain a continuous improvement mindset aimed at driving increased efficiency using supporting tools & technology
• Recommend and gain agreement with partner(s) leadership on the needed actions to optimize their use of VaxCare's program
• Provide internal feedback when requested to help develop solutions that advance VaxCare and the Partner Success Management organization.
• Manage key projects that enable the success of both VaxCare and its partners

EXPERIENCE AND QUALITIES DESIRED

• Deep Account Management or Training experience with a proven history of establishing healthy, trust-based partner relationships that yields high levels of partner satisfaction, retention, expansion, and advocacy.
• Ability to mentor, coach and lead others in the Partner Success Field to the successful achievement of goals.
• Experience in delivering client focused solutions based on customer and business needs
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of an organization
• Proven ability to work cross-functionally to communicate partner (customer) feedback and drive actions based on that feedback
• History of using data to drive and prove results
• Ability to travel up to 25% of the time, including overnight travel
• Excellent leadership and managerial skills
• Scrappiness, grit, integrity - whatever-it-takes to ensure programs to ultimately deliver better outcomes for partner, patient and VaxCare success in line with company values and policies
• Natural curiosity to understand the "what's", "why's", and "how's" of our business

KEY REQUIREMENTS

• >1 Year of service at VaxCare
• Proven capacity for leadership
• Ability to travel ~25% of the time
• Ideally Orlando-based

Note: Team Members in this position will be responsible for implementing and acting in accordance with VaxCare’s information security policies; protecting assets from unauthorized access, disclosure, modification, destruction or interference; executing specific security processes or activities as assigned by the Information Security and/ or Privacy officers; and reporting security events or potential security risks to the organization. Team Members in this role will be involved in the processing of protected patient and/or payment information and will be responsible for ensuring the security and privacy of the information within their scope of work.