Senior Vice President, Customer Success, Remote



Customer Service, Sales & Business Development
Bethesda, MD, USA
Posted on Tuesday, May 21, 2024
The SVP, Customer Success will lead the customer-focused arm of Aledade’s Performance team, ensuring a delightful experience for all independent primary care practices that Aledade partners with while driving effectiveness in our performance and efficiency in our delivery. Aledade currently serves 1,800 practices across 46 states, caring for over 2.1 million patients. The SVP will utilize a franchise mindset to quickly bring national scale to our products and services, while ensuring a successful experience for our partner practices. A metrics-driven and outcome oriented leader, the SVP will employ a rigorous and curious approach that is grounded in service to our ultimate customer (the practices) and the team that serves them (the Field).
With this deep focus on customer service, the SVP will be responsible for two functions:
Bringing consistency and scale to our treasured service delivery arm: the Field team.
Ensuring a delightful end-to-end experience for our practices.
The topline goals for the role include:
Drive more effectiveness in ACO performance through automation and technology services.
Drive more efficiency in how Aledade delivers practice transformation and VBC support services while improving customer delight.
Reduce Field Team toil.
This leader will partner closely with the teams leading Aledade’s VBC strategy (Savings Initiatives, Risk, Quality, and Health Plan Performance) and execution (Field teams) to ensure Aledade continues to achieve nation-leading outcomes. In addition, the SVP will be an integral part of Aledade’s senior leadership team, tasked with informing the company’s overall strategic direction.
Primary Duties:

Drive efficacy and effectiveness in performance to our treasured service delivery arm: the Field team

  • Reduce field team toil by developing and rolling out work tools for practice transformation coaching.
  • Standardize the model of how we execute VBC strategy (i.e. Core 4)
  • Develop tailored coaching and training of our Field team and practices on this execution model.

Ensuring a delightful end-to-end experience for our practices.

  • Synthesize and derive key insights from customer insight data (NPS, CSAT, XDR research, and direct practice and field team conversations)
  • Serve as the voice of the customer (practice) in executive forums and strategic conversations, providing key input and direction to our program and service model development
  • Partner with leaders across Product, Performance, Growth, Policy, A+, and others to improve customer experience, based on feedback and learnings

Minimum Qualifications:

  • Bachelor’s Degree with 10+ years experience in healthcare
  • 8+ years management/leadership.
  • Ideal candidates will have a combination of senior-level experience and expertise in health care strategy, business development, management consulting, health care finance, and operations.

Preferred Qualifications:

  • Master’s degree or other advanced degree(s) in business, health administration and/or public policy, or other relevant fields.
  • 5+ years of experience in population health management.
  • Experience leading a network of locations, owned or otherwise.
  • Demonstrated ability to develop and lead high performing and collaborative teams.
  • Strong foundation in value-based care principles and proven leadership in the healthcare industry.
  • Demonstrated leadership ability to think strategically and implement tactically to consistently deliver results; well-developed skills in diplomacy and collaboration.
  • Deep empathy for independent primary care practices and passion for their long term success in value based care.
  • Ability to synthesize data from multiple sources to inform action plans and strategy.
  • Track record of success in achieving scalable outcomes via national franchise models, with a focus on use of technological tools to scale.
  • Strong vision and belief in tech-enablement of the company’s products to enable consistent results at scale and reduced operating costs.