VPL is looking for a Director of Customer Success to join our fast-growing team.  This newly created role will work closely with senior management to define the VPL customer experience.  The Director of Customer Success is responsible for developing the strategy and tactics to deepen customer engagement and create raving fans. The role encompasses leading the team responsible for successful customer implementations, strategic account management and expedient customer care.  Success is measured by the retention and growth of the existing client base while ensuring that the customer success team delivers cost-efficient, quality service.  The role requires a strong leader that exercises a great deal of creativity and judgement combined with extensive client management experience as well as the aptitude to quickly become an industry expert.   The Director of Customer Success role resides in our Columbus office and reports the Vice President of Sales.

Who We Are

VPL is a leader in delivering supply chain technology and solutions to the healthcare market. With years of experience, the continuous development of leading-edge technology and proactive account management, we are transforming their supply chain making it smarter, easier and better.  Recognized as one of America’s fastest growing companies, we are poised to develop even more innovative technology solutions providing transparency and savings across the ever-expanding continuum of patient care.   If you’re looking for insight, innovation and transformation, consider joining the team that’s always ahead of the curve, VPL.

What You’ll Do

• Lead a team dedicated to successful customer implementations, proactive account management, reactive customer care and product training/support
• Work with your team to fulfill company initiatives and may conduct needs assessments, performance reports, capacity planning, and cost / benefit analyses as assigned or as needed
• Lead national account management team training both for new hires and current team. This will include implementing new business processes, soft skills, and educating the team on product knowledge including, but not limited to, development of training documents and SOPs as needed
• Manage, facilitate, and implement strategic results-oriented service plans to an assigned group of accounts and customers in accordance with customer expectations, and internal best-practices
• Identify development potential in accounts by studying the current business; interfacing with key customer stakeholders; identifying and evaluating additional needs; analyzing opportunities; responding to emerging customer opportunities and providing seamless execution of the business processes to exceed customer expectations
• Build and maintain positive relationships with customers and other team members, vendors, consultants, Customer Care and Product Support staff
• Manage the overall program management, customer renewal process and continual reinforce our value proposition with customers
• Maintain technical proficiency by participating in educational opportunities, conferences, seminars, trade periodicals, etc.

What You’ll Need

• A confident and outgoing personality
• Superior interpersonal, verbal and written communication skills, including ability to communicate effectively and interact with personnel at all levels of technical ability and expertise

• Ability to develop talent, communicate effectively and produce results

• Be well organized and self-motivated

• Effective team building skills

• Excellent attention to detail
• Ability to positively engage other functional areas within our business to ensure customer success
• Four-year college degree from an accredited institution

• A track record of hiring extraordinary and diverse talent.
• Minimum five years of customer support or similar experience in a business to business environment
• Highly proficient with Microsoft Office applications

What’s In it for You

• Be an entrepreneur
• Learn in an entrepreneurial environment, working directly with successful entrepreneurs
• Your contributions will make a significant difference!
• Low bureaucracy. Fast-paced
• Join a fast-growing company where your contributions make a difference
• Become part of an experienced entrepreneurial team
• Ability to impact company culture

Benefits

• Competitive pay
• Full medical, dental, and vision package
• Flexible schedule
• Health and wellness incentive program

Interested candidates only, no recruiters please.

Submit your application