VP – Client Services @ Cleerly

About Cleerly

We’re Cleerly – a healthcare company based in Denver, Colorado and New York, New York that’s revolutionizing how heart disease is diagnosed, treated, and tracked. We were founded in 2017 by one of the world’s leading cardiologists and are a growing team of world-class engineering, operations, medical affairs, marketing, and sales leaders. We raised $223M in Series C funding in 2022 which will enable rapid growth and continued support of our mission.

Cleerly is creating a new standard of care for heart disease through value-based, AI-driven precision diagnostic solutions with the goal of helping prevent heart attacks. Our technology goes beyond traditional measures of heart disease by enabling comprehensive quantification and characterization of atherosclerosis, or plaque buildup, in each of the heart arteries. Cleerly’s solutions are supported by more than a decade of performing some of the world’s largest clinical trials to identify important findings beyond symptoms that increase a person’s risk of heart attacks.

About the Opportunity

The Vice President of Client Services will play a critical role in overseeing our Implementation, Client Support, Patient Care Coordination, and Customer Service teams. This position is responsible for ensuring a seamless client experience, driving improvements through feedback mechanisms such as the Net Promoter Score (NPS), and championing the voice of the customer across all relevant functions. Additionally, the VP of Client Services will be responsible for developing and executing strategic plans to build and enhance these functions in alignment with company objectives and strategic initiatives.

Responsibilities

Leadership & Management:

Create and implement a world-class, highly effective and highly engaging Client Services strategy that aligns with business objectives and commercial goals to enable growth, customer satisfaction, and client loyalty.
Lead and manage the Implementation, Client Support, Patient Care Coordination, and Customer Service teams.
Develop and execute strategic plans to enhance client satisfaction and service delivery.
Foster a culture of excellence, continuous improvement, and accountability within the teams.

Strategy & Development:

Develop and execute a strategic vision for each function, outlining current state and future direction.
Align team goals with company objectives and strategic initiatives.
Identify opportunities for growth and improvement within each function to support overall business goals.

Voice of the Customer:

Act as an advocate for the voice of the customer within the organization.
Gather, analyze, and interpret client feedback to drive improvements across all service functions.
Implement and manage customer feedback mechanisms, including the Net Promoter Score (NPS), to measure and enhance client satisfaction.
Work closely with Marketing and Product teams to integrate client feedback and drive appropriate changes in client services.

Implementation & Client Support:

Oversee the implementation process to ensure timely and successful deployment of our products and services.
Ensure the client support team delivers exceptional service, resolves issues promptly, and maintains high levels of client satisfaction.
Develop strategies to streamline implementation and support processes, enhancing efficiency and client outcomes.

Patient Care Coordination:

Oversee patient care coordination efforts to ensure a seamless and supportive experience for patients.
Collaborate with healthcare providers and internal teams to optimize patient care pathways and outcomes.
Develop initiatives to improve patient care coordination, aligning with best practices and industry standards.

Customer Service:

Develop and implement strategies to enhance the customer service experience.
Ensure the customer service team is equipped with the tools and training needed to provide top-tier support.
Continuously evaluate and improve customer service processes to meet evolving client needs.

Performance Improvement:

Utilize data and feedback to identify areas for improvement and implement effective solutions.
Drive initiatives to enhance service delivery, streamline processes, and improve client outcomes.
Develop and monitor key performance indicators (KPIs) to measure success and guide strategic decisions.

Requirements

Bachelor’s degree in Business Administration, Healthcare Management, or a related field (Master’s degree preferred).
Minimum of 10+ years progressive healthcare experience and demonstrated management of operations, sales, marketing and/ or client teams.
Proven track record of driving improvements in client satisfaction and service delivery.
Strong understanding of the healthcare industry and patient care coordination.
Excellent leadership, communication, and interpersonal skills.
Ability to analyze data, interpret feedback, and implement effective solutions.
Experience with customer feedback mechanisms, such as NPS, and a commitment to continuous improvement.

Salary: $200,000 - $280,000

*Total Target Compensation (TTC): Total Cash Compensation (including base pay, variable pay, commission, bonuses, etc.). We hire employees anywhere within the United States and account for geography when determining base salary.

OUR CORE VALUES:

We strive to earn trust.
We value and seek out differences.
We obsess over client success.
Our curiosity sparks change.

Why you should apply:

PURPOSE: Cleerly’s purpose is to create a world without heart attacks. With our new paradigm for precision heart care, we will leave big footprints in the sands of time. Help us make that a reality!
GROWTH: We prioritize learning and growth. As a rapid growth company, there is always space for new challenges and responsibilities.
OWNERSHIP: Everyone on the team contributes to our success, so everyone has equity in the company through our employee stock option incentive plan.
BENEFITS: Cleerly offers a variety of medical, dental, and vision plans, designed to fit you and your family’s needs. Along with stock options and a 401(k) match program that helps you invest in the future, Cleerly also offers company wide holidays, a winter break, as well as a self-managed PTO policy. Additional benefits include, wellness, home office and learning & development stipends and parental leave benefits for new parents.

Don’t meet 100 percent of the qualifications? Apply anyway and help us diversify our candidate pool and workforce. We value experience, whether gained formally or informally on the job or through other experiences.

OUR COMPANY IS AN EQUAL OPPORTUNITY EMPLOYER. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.

Job duties, activities and responsibilities are subject to change by our company.

Recently, our name and logo have been used to post fake jobs on job boards without our knowledge. The fake jobs have been removed and we will continue to monitor job boards moving forward and take swift action as needed. Recruiting Fraud is a deceptive practice where individuals pose as recruiters, hiring managers, or employees of the company. Their goal is to trick candidates into providing personal information (resume, social security number, bank account information, drivers license, passport, etc). Recruiting at Cleerly: We use Greenhouse as our ATS (Application Tracking System). All open jobs are posted on our Careers page: https://cleerlyhealth.com/careers (if you see a Cleerly job posted on another job board, confirm that the job is also posted on our website and apply directly from our Careers Page). All communication from Cleerly will come from our corporate email domain (@cleerlyhealth.com). We do not use other website domain names for emails. All interviews conducted at Cleerly are done via phone call or Zoom. We never text or use chat services to conduct interviews. When you move to the final interview stages at Cleerly, you will be contacted by our Senior Talent Partner from our corporate email domain (@cleerlyhealth.com) and receive an offer letter via DropBox Sign We will never ask for bank account information, social security number, or any other personal information during the interview process. Please reach out to [email protected] with any questions.

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