VP, Customer Service

The VP, Customer Service is responsible for bringing a strategic vision, operational excellence and innovation to the customer teams which include implementation, training, and technical support. A successful VP, Customer Service will lead a team of high-performing individuals focused on service delivery and responsible for implementations, technical integrations, support services and reporting. Reporting to the Chief Customer Officer, the VP, Customer Service is someone who has a strong understanding of software solutions and the skills and experience to create measurable, improved outcomes for Loyal and our customers.

• Architect the services team to fully adopt industry standards and best-practices to achieve operational efficiency to support an ambitious growth plan.
• Develop and manage scalable best-in-class processes to support rapid growth across multiple products and platforms.
• Design and implement processes, systems and structures necessary to consistently deliver high-quality customer results.
• Establish and communicate the KPIs and measurements across the services organization that drive continued improvement at all levels.
• Manage the effectiveness and efficiency of services and performance by creating and monitoring standard, custom, and benchmark reports for all customers.
• Identify gaps across the service organization and present solutions to align with organizational goals and metrics.
• Establish service standards across the team and existing product deployment and responsible for the execution of all managed services commitments.
• Responsible for ensuring the support team is structured in a way that maximizes availability for customers. 
• Responsible for creation, management and oversight of all SLAs. Provide guidance for standardized recommendations and best practices for each product.
• Provide oversight for the implementation process and act as a point of escalation during integrations.
• Responsible for the management of the support ticketing tool and support processes. 
• Partner with the leadership team and participate in the leadership and execution of key cross-organizational initiatives, processes, etc.
• Act as an advocate to customers and proactively work to address needs/issues cross-functionally.
• Drive growth of team members, productivity and retention through improved training and education programs, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results.   

 Qualifications

• Bachelor’s degree in business, computer science, or related field or equivalent work experience. Advanced degree preferred.
• 10+ years of experience required in healthcare IT services including SaaS solutions, with proven experience as a senior technical operations leader and/or other relevant roles.
• 10+ years of experience preferred working in a SaaS software environment tech stack delivering services and customer-facing roles.
• Extensive experience in process optimization and transforming processes to meaningfully change outcomes.
• Strong skills in Data Analytics to critically assess process gaps including data ingestion, quality assurance, engineering, and other processes.
• Deep expertise in building teams, scalable processes, and metrics-based management to achieve organizational and departmental goals.