VP, Client Experience

Company: Patagonia Health Inc. is a healthcare software supplier that has built a cloud and apps-based software solution. The solution includes an integrated, federally-certified, Electronic Health Record (EHR), Practice Management (PM) and Billing software. The company’s mission is to solve two major barriers to EHR adoption, usability and cost, and address customers’ number one problem: billing. Patagonia Health’s one-of-a-kind apps-based system represents a paradigm shift in the EHR software industry, and its highly-intelligent solution uses sophisticated technology that is extremely easy-to-use. Innovative and unique apps provide timely data for organizations to improve workflow, streamline their operations and take their organizations to the next level. We are a Stevie Gold Award Winner for Excellent Customer Service 2025 (10th consecutive year).

1. Job Location: 

   1. Job Location: Cary, NC. 

   2. Job Type: Hybrid. Must be able to come and work from the Cary office. Currently, we are operating in a hybrid model (3 days in the office and two from home). However, this may change in future.

2. Position Description: 

   1. Role: Leader of a Customer Experience team. Lead post sales customer experience team including new customer onboarding (implementation & training) customer support/satisfaction, Learning Management System. 

   2. Through managers, lead a team of approx 30 people including Project Management Office,  Implementation/Training and Support. 

   3. Key Business Metrics: As an important part of the Executive Leadership team, reporting directly to the CEO, own/deliver on key departmental & company business metrics. Own and drive On time implementations to drive revenue recognition, ARR retention, improve Net Promoter Score NPS, Support metrics and achieve 100% customer reference ability.

3. Job Scope & Environment:

   1. Must be willing to roll up sleeves and get work done. This is a fast growing, fast paced company with a flat organization structure i.e. not too many layers. Individuals must be hands on, self driven, dig into details while driving to meet overall company & departmental goals. 

   2. The company is going through rapid growth thus the ability to scale the organization and team is critical. Over the past 4 years, we have grown the team 23% year over year. 

   3. Candidates who enjoy high growth and have a Can Do attitude would like working here. Constant growth requires leaders to scale up the Processes and People (including hiring, building up and mentoring the growing team) while delivering on day to day customer expectations. 

   4. We have small customers (with 5 users) to enterprise customers (with thousands of users) thus the ability to scale and develop strategies to manage and deliver a diverse customer base is required. Identify & implement needed improvements to scale the organization while delivering on day to day. 

   5. Collaborate with the Executive Leadership Team (including with Sales/Marketing, R&D/Engineering, Finance) to influence outcomes to achieve company goals including financial metrics.

   6. Ability to present and communicate at the executive level including board is a must. 

4. Skills & Competencies: 

   1. Must have more than 10 years of experience leading and directly managing a team of 25+ people. The experience must include leading, motivating, hiring, onboarding, growing and managing performance of employees. Must have managed a team with 3+ managers directly reporting to them. Must have relevant and direct experience developing and growing people. 

   2. Must have more than 10 years of direct and relevant experience of leading teams for new customer onboarding (implementation/project management/training), success and support.

   3. Must have more than 5 years of relevant experience owning and driving KPI metrics as identified in this job description. 

   4. Must have more than 5 years experience at the leadership level (including Director and VP or similar).

   5. Must have more than 5 years of engaging with customers at senior levels. 

   6. Must have more than 5 years of Customer Experience running Customer Experience teams for Software as Service SaaS company.

   7. Must have a proven track record of analyzing & using data to communicate & drive decision making. 

   8. Must be able to clearly and succinctly communicate at the executive and board level. Must be able to present and follow up on regular Board Meetings.

   9. Must have experience using software tools (e.g. salesforce, project management, support ticket management, LMS, webinars etc.) to run and grow a custom experience team.

   10. Very strong preference for candidates who have experience deploying Healthcare IT solutions and, in particular, Electronic Health Record software

   11. Strong preference for candidates who have experience partnering with third party System Integrators to deliver/implement complex Enterprise wide SaaS solutions 

   12. Experience owning, surveying and improving NPS is highly desirable.

   13. Experience running and implementing process improvement projects in customer success functions is highly desirable. 

   14. Experience with owning and running a P&L for a professional services organization is highly desirable

   15. Experience running a professionals services organization at System Integrator implementing healthcare IT software is desirable

   16. Experience with owning and utilizing Learning Management Systems to provide on demand eLearning content is highly desirable.  

5. Qualifications:

   1. Must have a Bachelor's degree or higher. Prefer PMP certified, MBA or Masters Degree. 

   2. Prior experience working in a fast growing small to mid-sized (less than 150 employees) SaaS company supporting a dispersed work team in multiple states.   

   3. A minimum of 10 years directly managing teams and managers to deliver all aspects of customer success as referenced within this position description.