Full-Time

VP – Client Services

Posted on 6/8/2024

Cleerly

Cleerly

51-200 employees

AI-driven cardiovascular diagnostic solutions

AI & Machine Learning

Senior

Remote in USA

Required Skills
Sales
Communications
Marketing
Customer Service
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.
Responsibilities
  • 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.
  • 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.
  • 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.
  • Oversee the implementation process to ensure timely and successful deployment of 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.
  • 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.
  • 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.
  • 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.

Cleerly offers a digital healthcare platform utilizing AI and coronary computed tomography angiography (CCTA) imaging to precisely identify and define atherosclerosis, enabling personalized treatment plans for heart disease.

Company Stage

Series C

Total Funding

$280.8M

Headquarters

Denver, Colorado

Founded

2017

Growth & Insights
Headcount

6 month growth

3%

1 year growth

15%

2 year growth

85%

Benefits

Medical, dental, and vision plans

Stock Options

401(k) matching program

Company wide holidays

Self-managed PTO