Verifichi che le sue competenze e la sua esperienza corrispondano ai requisiti di questo ruolo, quindi si candidi con il suo CV qui sotto.The Vice President, Customer Success is a key member of the PHT Leadership Team responsible for leading customer onboarding, implementation, training, adoption, customer success, and service delivery across the PHT portfolioThis executive oversees approximately 90 customer-facing professionals through multiple layers of leadership and is accountable for ensuring customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycleThe role leads teams supporting Health Language, CSC, and Medi-Span and partners closely with Product, Sales, Marketing, Technology, Finance, and Content leadership to drive customer retention, operational excellence, revenue realization, and long-term growthAs one of the three primary functional leaders within PHT, alongside the VP Product and VP Sales, this leader will play a critical role in shaping customer delivery strategy, scaling customer-facing operations, and creating a more unified and efficient operating model across the businessScope of LeadershipLead an organization of approximately 90 employees across multiple layers of managementProvide executive leadership across customer-facing teams supporting Health Language, CSC, and Medi-SpanDirectly manage Director-level leadersOversee customer onboarding, implementation, training, adoption, customer success, support, retention, and operational performance across the PHT portfolioSupport a diverse portfolio of healthcare technology, SaaS, data, terminology, content, analytics, and workflow solutions serving pharmacies, providers, payers, PBMs, health systems, government agencies, and healthcare technology partnersWhy This Role MattersThis role is more than leading implementation and customer success teams. It is responsible for bringing together multiple customer-facing organizations, creating a scalable operating model, standardizing best practices, and ensuring customers consistently realize value from PHT solutionsSuccess will be measured through improved customer outcomes, implementation excellence, stronger adoption and retention, increased operational efficiency, and the ability to scale customer delivery capabilities across a growing healthcare technology portfolioStrategic Leadership & Business ExecutionEstablish and execute PHT’s customer onboarding, implementation, training, adoption, customer success, and service delivery strategyDrive customer retention, renewal readiness, revenue realization, and operational scalability across the portfolioLead initiatives that improve customer outcomes and simplify how customers engage with PHT solutionsPartner with Product and Sales leadership on strategic investments, resource allocation, go-to-market execution, and customer experience prioritiesServe as executive sponsor for strategic customer relationships, escalations,



and high-impact delivery initiativesOwn operational performance metrics that support customer retention, adoption, implementation success, and delivery excellenceCustomer Delivery & SuccessEnsure customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycleOversee implementation, onboarding, customer training, customer success, support, informatics, and service delivery functionsEstablish consistent service standards and delivery practices across CSC, Health Language, and Medi-SpanLead executive-level customer escalations and service recovery effortsDevelop programs that improve customer engagement, satisfaction, adoption, and long-term successOperational Excellence & TransformationLead operational planning, process improvement, and organizational transformation initiatives across customer-facing functionsBuild scalable operating models that support business growth, efficiency, and customer retentionStandardize implementation, training, customer success, support, and operational delivery processes across the organizationDrive automation, operational efficiency, and continuous improvement initiativesLead change management efforts associated with business transformation, new products, and organizational integration initiativesCross-Functional LeadershipPartner closely with Product, Sales, Marketing, Finance, Technology, and Content leadership to align priorities and executionUtilize customer and operational insights to influence product roadmap decisions and customer experience improvementsEnsure customer-facing teams are prepared to support new product launches, enhancements, and strategic initiativesSupport customer growth and business performance through effective cross-functional executionEstablish governance, metrics, and operating rhythms that improve accountability and organizational effectivenessOrganizational Leadership & Talent DevelopmentLead and develop a multi-layered organization consisting of Directors, Managers, Team Leads, and customer-facing professionalsBuild a culture of accountability, customer focus, collaboration, innovation, and continuous improvementDrive leadership development, succession planning, and organizational capability buildingDevelop and retain high-performing teams capable of supporting future growth and transformationFoster engagement and alignment across geographically diverse and functionally diverse teamsSuccess in This RoleCustomers implement and adopt solutions faster and more successfullyCustomer retention, satisfaction,



and renewal performance improveCustomer-facing organizations operate through a unified and scalable delivery modelOperational efficiency, consistency, and service quality improve across the portfolioTeams are aligned around common customer success practices, metrics, and goalsPHT is positioned for sustainable growth through strong customer outcomes and operational excellenceDemonstrated experience leading organizations of 50+ employees with accountability for customer outcomes, operational performance, and business resultsDemonstrated success leading operational transformation, organizational redesign, process standardization, and change management initiativesDemonstrated ability to partner effectively with Product, Sales, Marketing, Technology, Finance, and xysqume executive leadership teamsExperience overseeing customer lifecycle functions such as onboarding, implementation, training, customer success, professional services, support, or service deliveryProven ability to build scalable operating models that improve customer outcomes, delivery quality, efficiency, retention, and revenue realizationBachelor’s degree in Business, Healthcare Administration, Information Systems, Healthcare Informatics, or a related field10+ years of experience leading large, multifunctional organizations through multiple layers of management, including Director-level leadersStrong business, financial, and operational acumen with experience influencing investment decisions, resource allocation, and organizational prioritiesExceptional executive communication, stakeholder management, cross-functional leadership, and talent-development capabilitiesProven success leading complex customer implementations across multiple products, delivery models, business units, or customer segments15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, customer operations, SaaS, healthcare technology, or a related fieldStrategic Thinking & VisionChange LeadershipData-Driven Decision MakingBusiness & Financial AcumenTalent DevelopmentCustomer FocusExecutive PresenceCross-Functional LeadershipInnovation & Continuous ImprovementOperational ExcellenceMBA, MHA, or another relevant advanced degreeLeadership experience within healthcare technology, pharmacy technology, clinical workflow solutions, healthcare data, SaaS, or another complex technology environmentExperience building, scaling, or transforming implementation, customer success, professional services, training, or customer operations organizationsExperience leading customer-facing functions across multiple business units, product portfolios, and customer segmentsExperience supporting mergers, acquisitions, organizational integrations, or operating-model redesign initiativesFamiliarity with healthcare data standards, clinical terminology, pharmacy workflows, healthcare informatics, reimbursement, or healthcare operationsLean, Six Sigma, PMP, or other relevant operational excellence certifications#J-18808-Ljbffr

📌 Vice President Of Customer Success (Napoli)
🏢 Wolters Kluwer
📍 Napoli