Relevate Health

VP, Client Services 

This is an opportunity to be part of a growing company and collaborate with a team of highly dedicated subject-matter experts that are looking to deliver top-notch, innovative work that ‘wows’ our clients consistently and are obsessed with driving client satisfaction.

This is a role leading a high-profile market access client and offers the chance to work with a skilled, strategic team who is looking to co-create with our clients to plan and execute a highly successful launch. This role offers the opportunity to learn from and partner with SMEs who have decades of market access and launch experience, and who are committed to each other, the client relationship and having some fun along the way.

Overview:

Relevate Health is a company made up of exceptional professionals with the business purpose of creating life-changing healthcare engagement, through our vision that every HCP communication is relevant.  We are proud to be healthcare marketing experts who push ourselves, every single day, to the highest possible levels to further our purpose and exceed our goals. Our business successes have led to growth and our extraordinary culture is the cornerstone for an engaged and productive workforce.   

Job Summary:

The Vice President of Client Service is a trusted advisor to the client and has strong business management skills. This individual is responsible for overseeing multiple large-scale accounts, leading and mentoring the Client Service team, and driving organic and new business growth. In this role, you will maintain strategic top-level relationships helping to guide our clients with knowledge and solutions appropriate for their business, industries and trends, while maintaining overall client satisfaction and collaborating with key team members across disciplines to deliver the highest quality work.

You are an integral part of the Relevate Health team, working closely with the other VPs & Directors (as well as department leads and the Senior/Executive Leadership Team) in identifying new avenues for Relevate Health growth – new business, process improvement, cross and up sell opportunities. The VP of Client Service will work very closely with Client Development colleagues to ensure future program expansion and repeat business opportunities are identified and closed. This role may require travel to our clients as face-to-face time with clients is critical to program success as well as relationship building.

Duties / Responsibilities:

Revenue Delivery

·           Exceed monthly and yearly revenue goals.

·           Review of all aspects of the business to identify areas of opportunity and anticipate and neutralize potential issues

·           Work with clients to uncover business needs and objectives, develop strategies, and identify products to help achieve client goals to build top-line revenue.

·           Oversee accurate revenue forecasts and profitability of all accounts.

·        Project and team profitability

·        Understanding staffing levels needed to deliver the work

·        Monthly, quarterly and yearly revenue recognition forecasts

·           Oversee the development and negotiation of statements of work.

Client Satisfaction

·           Lead, organize and focus team resources to ensure optimum customer experience.

·           Drive high client satisfaction scores (Net Promoter Score) as well as survey completion rates.

·           Develop independent relationships with customer contacts for the purpose of understanding customer insights, business needs, and supporting implementation of the Relevate Health marketing strategy.

·           Provide thought leadership to clients by representing marketing and industry expertise.

·           Drive client engagement to complete projects within agreed to timelines.

Grow & Mentor Team

·           Lead Relevate Health Client Service team(s) with solid line and dotted line reports.

·           Bring clarity around client expectations to the team and help resolve the most challenging client situations.

·           Inspire creative, strategy and other disciplines to deliver highest quality work.

·           Manage Client Service leads to support delivery of top-line revenue growth and client satisfaction on their businesses.

·           Develop and set best practices on process as a subject matter expert on client leadership.

·           Provide leadership, support and supervision to the Client Service team; inspire, motivate, train and mentor.

·           Attract recruits and hire top talent and maintain a high-performance team.

·           Conduct performance evaluations and ensure timely feedback. Accountable for retention of Client Service team.

·           Create an environment where staff feels challenged, valued, and treated fairly.

·           Hold crucial conversations with colleagues and team members to drive trust, clarity and expectations.

Business Development

·           Penetrate other brands within current manufacturers.

·           Partner with team to create a long-term strategy for expanding the relationship and growing sales revenue.

·           Demonstrate leadership within the business planning process with direct responsibility for “The Customer Plan” which includes identifying sales retention and penetration strategies aimed at positioning Relevate Health as an indispensable partner.

·           Lead and direct new business efforts with Client Development.

Innovation

·           Constantly assess competition and their inroads and be able to communicate intelligence to Relevate Health leadership.

·           Work to evolve services to better meet client needs and package in a way to serve multiple clients.

·           Share best practices on new services with the client partnership team to help develop revenue streams through new channels.

Skills and Qualifications:

·        Deep understanding of strategic selling.

·        Proven leadership skills, tenacity, and ability to manage

·        Track record of delivering results with a focus on demonstrating both accountability and proactivity.

·        Entrepreneurial attitude coupled with strong business acumen.

·        Excellent written, verbal and presentation skills.

·        Experience working with senior level clients and across entire organizations.

Education / Experience:

·        10-15+ years overall experience. Agency and/or pharma brand team experience required.

·        Bachelor’s degree required; MBA preferred

·        Deep experience with and understanding of the following preferred in the healthcare/pharma industry:

o   digital strategy, customer experience, creative development, website and digital asset design, analytics, SEO, PPC, omni-channel marketing, and performance reporting

o   population health management, evolution of value-based care, shifting care dynamics, health information technology (including use of electronic health records), other technology advancements impacting patient care and communication

·        Proven track record of delivering large-scale projects

·        Committed to learning and self-directed professional growth

·        Detail-oriented, flexible, and a team player

·        Experience in interpreting and delivering analytics reports

·        Familiarity working within small / fast paced / growth-oriented business environment

·        Managerial experience required

Working Conditions:

• Hybrid working if within 40 miles of a Relevate Health Office (Dallas, Boston, Cincinnati, New Jersey)
• Remote working if outside 40 miles of a Relevate Health Office
• Travel may apply based on position
• Hours may vary based on position and location of client

Relevate Health is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace where all individuals are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

We are dedicated to creating a work environment that reflects the diversity of our community and ensuring that all individuals have equal access to opportunities for growth and advancement within our organization.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, frequently required to stand, walk; use hands and fingers, tools, or controls; and reach with hands and arms.  If you require accommodation during the application process, please contact HR@relevatehealth.com

FLSA Status: Exempt
Job Type: Full Time