Reporting to the Chief Customer Officer the Vice President, Customer Experience Management will direct and lead our customer experience team, strategy and programs. Design, implement, drive and monitor effective customer engagement strategies and plans that align with business goals.  Closely partnering with the Customer Leadership Team, Product Management and Marketing to create world class customer experiences and processes to minimize customer churn, maximize customer retention and expand existing account revenue.

What You Will Do:

• Architect positive customer experiences that surprise and delight, drive conversion to sale, retention and growth; build on qualitative and quantitative insights from voice of customer and other data sets
• Develop and support content creation for customer success managers to deliver and engage customers more effectively
• Develop Customer Journeys that help drive customer outcome and accelerate time to value of Healthgrades offering
• Collaborate with marketing and product engineering to ensure cross functional alignment on delivering an amazing customer experience that meets standards of company branding, messaging and design 
• Manage ‘voice of the customer’ program to drive continuous improvements working with internal stakeholders 
• Work with Customer Success Leadership to increase Productivity to achieve bookings goals 
• Provide thought leadership in the domain of enablement methods and delivery systems to drive innovation, best practices and operational excellence 
• Be a subject matter expert in our client sales process 
• Work with Marketing and Product to ensure consistency across customer touch points 
• Partner with Marketing to support product launches and customer-facing marketing programs with the goal to grow customer investment and adoption of Healthgrades products and services
• In conjunction with the field and product teams and service solution, oversee strategy and execution of Customer Advisory Boards (CAB)
• Focusing on thought leadership and industry expertise to develop a strong base of influential clients who are HG advocates, references and trusted advisors
• Support HealthShare planning and execution
• Work with field operations, support and product teams to determine key metrics and ways to quantify impact on customer experience on the overall business, including customer engagement, product adoption, and customer satisfaction
• Deliverable standardization and organization for consistency of message and scope of deliverables across clients
• Support Packaging, positioning and release of Hg Fusion Services as well as new solutions developed by the HG Fusion team

What You Will Bring:

• 7+ years’ experience in a similar role
• Bachelor’s degree required, Advanced degree or MBA preferred
• Expertise in leading a high-performance customer experience team or sales enablement team
• Positive and inspirational leader with proven strategy and execution skills
• Solid understanding of marketing planning, budgeting and driving results
• Ability to prioritize, problem solve, multi-task, and work independently in a dynamic and rapidly changing workplace
• Outstanding organizational and people skills, Master communicator who can speak to all levels of the organization and lead complex, cross-functional projects
• Excellent presentation and relationship management skills - strong verbal and written communications skills – with a customer first attitude
• Experience doing data analysis, modeling, and/or financial analysis to support or drive business decisions. Strong passion for serving and understanding customers
• Interpersonal skills to help nurture customer relationships and work with cross-functional teams
• Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts
• Strategic thinker that can see beyond the day-to-day to help reach marketing and sales goals, create a stronger brand, and improve the customer experience

Why Healthgrades?

At Healthgrades, we recognize that our people drive our greatest achievements. We are passionate about maintaining a fulfilling, rewarding and high-energy work environment while setting the stage for your continued success.

• Meaningful Work – empowering consumers with data to make the right decisions for themselves and their families
• Changing the Game - evolving, dynamic culture with career advancement opportunities
• Community Builders- participating in local charity organizations and wellness initiatives
• Robust Perks – generous PTO, 401k contributions, tuition assistance, entertainment discounts & more!