BSG From the Boardroom

Our client is at the center of market tailwinds requiring new solutions.  There is a convergence of 4 market forces, at which our client sits in a position to be the nexus:

• Healthcare Consumerism: With an increasing cost burden being pushed to the individual consumer of healthcare, each individual or family is quickly coming to terms with the fact that healthcare payer-provider education is critical as the share of consumer wallet increases.
• Disparate Technology Ecosystem: The US Healthcare system has grown with a siloed approach, no two parts of the healthcare ecosystem able to talk or communicate to the other, making for a vast array of islands of service.  Our client’s solutions and technology are the bridges between those islands, connecting, organizing and managing their increasing interdependence.
• Shift to Value: The shift to value is increasing requirements for collaboration between payers and providers.  Most health plans are woefully ill prepared to meet expectations for a consumer experience on par with other industries.
• Increased Regulatory Demands: With rising healthcare costs, both federal and state governments have become increasingly involved in driving toward solutions, from state-based systems to the passage of the Federal ObamaCare healthcare framework.

Because of the above, the healthcare market is investing in technology to enable consumers’ decisions and meet expectations for a positive consumer experience.

• Quality & Star Ratings

• Patient satisfaction and closing gaps in care are key drivers of payer revenue
• Plans want to share more information with providers to allow them to close care gaps and remove patient frustrations

• Value-based Reimbursements

• Payers are providing incentives to providers to capture additional patient data at the point of care
• Various alternative reimbursement and incentive programs require information sharing between payers and providers

• Provider satisfaction

• Relationships with providers is tantamount to building and maintaining high quality provider networks
• Providers want to maximize their earning potential and have clarity on payments

Our client’s cloud-based digital engagement and data aggregation platform allows healthcare payers to interact with and engage members and providers through a streamlined user experience.

Because of these healthcare market forces and corresponding solutions our client has brought to the market, the company has experienced rapid growth and an expanding market opportunity.

THE PRODUCT & TECHNOLOGY

Our client deploys solutions through a cloud-based, single-instance, multi-tenant software architecture, enabling seamless connectivity and engagement.

The technology enables a multi-modal engagement platform with 40+ branded mobile applications and deep client authoring and configurations, with an ability to support 100+ languages.

THE POSITION

Our client is looking for a VP Services & Support who will partner with the executive team in a hands-on, active role.  Key to the position’s responsibilities includes services & support team management of 55+.

 The VP Services & Support, reporting to the COO, will have 4 key responsibilities:

• Partner with sales & engineering to onboard increasingly complex new enterprise implementation customers—The company has done a terrific job of deploying their solutions for the small to midsize TPA and health plan markets, however, as they grow and move upmarket, the enterprise customer experience is critical.
• Inspire, manage and grow current services & support team of 55+—In particular on the services side, upskilling of the existing team, augmentation and topgrading are all imperatives.
• Build new processes and SOPs that allow for business and customer scale, but don’t suffocate innovation & creativity—there is the “right” combination of people, process, and technology to fuel growth.  Too little, and there’s chaos.  Too much, and there’s mass team exodus.
• Work with executive team to drive 2.0 software vision—This role is not execution-oriented only.  It is a key strategic role, helping to shape the 2.0 version of their platform over the next generation of software releases to create the industry gold standard.

Success in this role will lean on 5 pillars of skills and experience: 

• Proven functional depth in professional services, customer implementation, customer success and customer support.
• Prior experience implementing B2B SaaS software solutions.
• Strong preference for career history in healthcare payer solutions, although other industries that have had regulatory accountability (HIPAA as example in healthcare industry) could be energy, financial services, or similar.
• Prior privately held, PE-backed growth-stage company experience.
• Management of teams of >50.

IDEAL CANDIDATE PROFILE

A summary of key competencies required to be successful in this role include the following:

FUNCTIONAL PRIOR SUCCESS IN

• Services & support team leadership of 55+

• Professional services
• Customer support
• Training
• Services Operations/PMO

• Creation of Agile customer implementation methodology
• Implementation of PSA/(Professional Services Automation) software tools (e.g. FinancialForce) including strong PMO function
• Improving quality of customer implementations
• Consistently driving utilization rates up
• Improving customer deployment efficiency (speed to “go live”)
• Moving from services/support as cost center to profit center
• Driving customer sat NPS scores to consistently “promoter” status
• Building learning/training for both internal employee and customer purposes
• Education: BS/BA + MBA

MANAGEMENT & LEADERSHIP EXPERIENCE

• Building scalable management processes without suffocating innovation/speed
• Upskilling, expanding & topgrading teams (quantity and quality)
• Remote/virtual team management
• Success as individual contributor and as player/coach
• Track record hiring A players for A team & "pied piper" for talent
• Strong track record of cross functional communication and persuasion vs dictation
• Improving employee sat as measured by rise in “fun factor” ratings

INDUSTRY EXPERIENCE

• B2B SaaS software development, multi-tenant, high configurability
• software portals development (e.g. Intralinks)
• healthcare PAYER software
• other regulatory intensive industries (energy, telecom, etc.)

STAGE OF COMPANY EXPERIENCE

• Experience working in investor-backed, closely held companies
• Growth phase of company development and rapid employee expansion, from 100-500+

GENERAL:

Finally, this individual should have as many as possible of the traits required to succeed in this leadership position:

• High levels of intelligence, analytical strength and conceptual ability.
• The ability, and willingness, to set and communicate demanding standards for professional staff and to hold people accountable for their performance; at the same time, sensitivity to, and insight into individuals’ capabilities and development needs, and the combination of firmness and likability that all good leaders possess.
• Decisiveness, when necessary, coupled with a willingness to seek input and build consensus as much as possible.
• Unquestioned honesty and integrity; also, loyalty to colleagues and to the organization, and the ability to inspire loyalty. This person should have the ability to identify and focus on the Company’s best interests, rather than the agenda of any individual or group within the firm.
• A very high level of energy and commitment, combined with enthusiasm and a positive attitude.
• Excellent writing and speaking skills; this individual must be able to communicate complex ideas and information clearly and concisely.
• Outstanding planning and organization skills.
• Good strategic instincts and long-term vision; the ability to address both big-picture issues and detailed, day-to-day management concerns.
• In general, the business and personal skills, and the absolute commitment required to make a major contribution to The Company during the coming years.
• Attention to detail required to deliver consistently accurate data, information and reporting on time and on budget.
• A sense of ownership, not just of his or her own work, or that of their department, but a sense of ownership for the company as a whole.
• Work ethic required to do what it takes to get the job done, and invest the time required to deliver on key responsibilities in a timely fashion.

Team

Our client’s team currently numbers approximately 140.  The services & support teams currently number more than 50, and is slated for continued growth in 2018.

Financial Backing

Noted private equity investor JMI out of Baltimore, MD bought a controlling interest in our client in late 2016.

Compensation

Compensation is competitive with the position’s requirements.  In a performance-based environment, this will include base salary, bonus structure based on corporate qualitative and quantitative strategic KPIs, and a stakeholder position in the company.

CONTACT or SUBMIT RESUME: