VP of Client Services

About Axuall

Built with leading healthcare systems, Axuall is a workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth, and health plans to dramatically reduce onboarding and enrollment time while also providing unique, powerful data insights for network planning, analytics, and reporting. Its network streamlines the secure sharing of digitally verified credentials between clinicians, authorized verifiers, and organizations that require this information quickly and continuously to meet patient demand, ensure clinical coverage, and maximize revenue capture.

In 2023, Axuall closed its series B round of financing, bringing its total capital raised to more than $41 million. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amidst significant economic and staffing challenges. 

About the Role

As VP of Client Services, you will be at the center of our mission. You’ll lead a team that works directly with our large healthcare organization customers to design, implement, and support large-scale deployments of Axuall’s technology.  The ideal candidate is passionate about improving healthcare operations, world-class consulting, project management, customer relationships, and cross-functional collaboration.

What You’ll Do

We are looking for someone who feels comfortable taking on bold initiatives and is highly accountable and self-empowered. Some of the specific functions and responsibilities of this role include:

Management

• Coach, mentor, and lead the Client Services team, which consists of customer-facing Implementation Managers, Project Managers, and Integration Specialists.
• Hire, onboard, and train high-performing team members to meet and exceed client expectations. 
• Establish strong working relationships with internal teams and work cross-functionally at a high level. 
• Track team and client OKRs, providing regular read out against agreed-upon goals.
• Implement a formal project management methodology including the use of standard technologies and tools to provide a consistent and transparent best practice implementation.

Execution

• Oversee the onboarding process for new clients, ensuring quality and on-time delivery of Axuall’s services, including its credentialing or recruiting applications and integration with downstream partners, such as PDMPs and EMRs
• Interact directly with clients, building relationships at senior levels while ensuring their needs are being met.
• Follow through with clients to hold them accountable as they adapt to Axuall and modify existing workflows to ensure ROI from their investment. 
• Support the sales team by articulating the implementation strategy and methodology to prospects during the sales process.
• Monitor new client performance and address any open issues to ensure timely resolution and great experience.

Process Improvement

• Have a relentless focus on product utilization and optimize our go-live process to deliver on adoption goals.
• Continue to evolve the Implementation process to drive efficiency and time to value.
• Maintain expert-level product knowledge of new and existing features and functionality.
• Document client feedback and themes to support ongoing process and product enhancement efforts.
• Look for ways to monetize Client Services by providing consulting and advisory services for our clients.

What You’ll Bring 

Candidates must demonstrate extensive hands-on experience and knowledge of industry best practices in the above functions.  Specific requirements include:

• 10+ years of experience in consulting, project management, and customer service leadership, ideally with enterprise healthcare systems 
• Experience in a Client Implementation, Deployment, Client Success, or B2B Technical  Account Management role in healthcare
• A demonstrable and reference-backed  track record of success within large healthcare enterprises with process re-engineering, technical implementation, and change management
• At least two client references representative of Axuall’s customer base (large healthcare systems)
• Excellent communication, organizational, and problem-solving skills
• Technical competence and an aptitude for learning new systems
• Resourcefulness, creativity, and the ability to find innovative ways to achieve results
• Exceptional attention to detail
• Ability to work both individually and collaboratively within a team environment
• Comfort with ambiguity and change, and the ability to thrive in a fast-paced environment

What You'll Get From Us                                                                                                                                      

We offer a wide range of benefits for our team, including: 

• Comprehensive Health Insurance
• 401(k) with Employer Match 
• Wellness Stipend
• Professional Development Reimbursement
• Work From Home Stipend
• Remote Work Flexibility
• Unlimited PTO
• Paid parental leave

In addition, Axuall is committed to fostering a diverse, equitable, and inclusive workplace that reflects the communities we serve and empowers every employee to reach their full potential. We encourage DEI through our Diversity in Tech (DiT) Employee Resource Group along with impactful programming that supports and fosters a place of belonging for our team members every day.

Axuall is proud to be an equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Candidates must be legally authorized to work in the United States. Please note that we are currently unable to sponsor visas.

Interview Path

1. Recruiter Screen
2. Hiring Manager
3. Peer Interview
4. Panel Conversation
5. Peer Interview
6. CEO Interview
7. Offer

Know Your Rights

• The Family and Medical Leave Act (FMLA)
• Workplace Discrimination and Harassment (Formally EEO)
• Employee Polygraph Protection Act (EPPA)