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VP of IT Customer Success

Company: Health Care / Hospitals / Clinics, Managed Care, S
Location: Scottsdale
Posted on: July 14, 2018

Job Description:

Position Description As one of the strategic pillars of our vision for 2021, Company’s Manufacturing Solutions Organization (MSO) is experiencing significant growth, focus and investment. To support our aggressive business goals, the Technology Organization has embarked on a major transformation effort to continue developing our proprietary Patient Support Services platform to enable provide an unmatched, personalized and integrated digital experience for patients, providers and manufacturers. The VP of Customer Success has the ultimate responsibility for the delivery of value added solutions to our internal and external MSO customers. To achieve the stated goal, the VP of Customer Success will work closely with our customers to understand business requirements, document them, prioritize them, and translate into technical requirements that can be acted on by the platform development team. The VP of Customer Success will be responsible for leading the delivery of customer facing solutions, as well as implementing support processes to ensure business continuity, patient care, customer success and ultimately Company success. The VP of Customer Success will chair the Technology Steering Committee and the will serve as the executive sponsor of the Technology Operations Council. A collaborative leader, the VP of Customer Success, will work hand in hand with the VP of Platform Delivery and the VP of Technology Excellence to make sure our technology platform meets and exceeds the needs of internal and external customers. This leader will also work closely with Program/Project Management leadership to ensure solutions are implemented on time, on budget, as per the defined scope and meeting all quality expectations. This leader will also work with the broader Company to align with corporate standards and processes, avoid duplication, and maximize effectiveness and efficiency. The VP of customer Success will direct and mentor a team of approximately 70 business systems managers and analysts, ITIL staff, and production support specialists assisting approximately 125 different manufacturing customers across MSO. Key Responsibilities Stay up to date on industry and technology trends, and the features and functions of Company’s technology platform Meet with customers to understand their business needs and map them to the solutions offered by MSO’s technology platform. Identify any gaps and work with the Platform Development and Product Management teams to prioritize new features and functions. Drive the adoption of MSO’s technology platform and lead the delivery of customer specific solutions that leverage our technology platform Implement world-class service delivery processes including service catalogue, service request management, incident management, escalation management, and problem management. All in alignment with the broader Company standards Function as the main point of contact for customer technology support Play an active role in software assurance and acceptance efforts. Particularly as it relates to how well features and functionality address customer needs Drive the organizational transformation strategy by attracting, developing and retaining retain talent needed to support the above goals and right sizing the organization Embrace and promote the ICARE and ILEAD Shared Principles of Company Qualifications Minimum Requirements This position requires a leader that brings together the ability to establish meaningful relationships with customers, understand business needs, function as a bridge between technology and business experts, and seamlessly deliver projects 15+ years’ experience Information Technology with depth and breadth of experience in the complete technology stack 5+ years’ experience in a Senior IT Leadership role in a large organization or as CIO in a mid-size organization. Critical Skills Demonstrated success in customer facing roles in the healthcare industry such as Patient Services, HUB, 3PL, Physician Services or Specialty Pharmacy Current in modern technologies including cloud computing, machine learning, predictive analytics, mobility, user experience, security and encryption, internet of things, etc. Strong knowledge of multiple technology stacks, operating systems, platforms, and networks including SFDC, Microsoft, Unix/ Linux, RDBMS, NOSQL, Graph Databases, Object Oriented Programming, Functional Programming, Off-the-Shelf software (CRM, ERP, Workforce Management), Networks, etc. Business savvy. Solid business and financial acumen. Previous responsibility for a large budget with demonstration of on-time delivery, on budget, per promised scope, and meeting or exceeding quality expectations. Prior consulting experience with a Big 5 technology consulting company, fortune 100 or startup considered a strong asset. Education Bachelor's Degree in Computer Science, Information Management or similar discipline. MBA preferred. Travel and location This position is based in Scottsdale AZ Able to travel 25%-50% to other locations

Keywords: Health Care / Hospitals / Clinics, Managed Care, S, Phoenix, VP of IT Customer Success, Executive, Scottsdale, Arizona

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