VP, Client Success & Sales Operations

Vice President of Client Success & Sales Operations
Ovia Health, a wholly-owned subsidiary of Labcorp, offers a preventative and proven platform trusted by over 17 million families for daily personalized health engagement with high-touch support, 50+ clinical programs and research validation from over 48 peer-reviewed publications and 38 partnerships with world-renowned research institutions. Our mobile apps and comprehensive digital solutions for fertility, pregnancy, and parenting empower people to take control of their health and navigate parenthood with confidence.
Ovia Health and Labcorp are Equal Opportunity Employers. We are proud of our diversity, and we create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Join us!
We?re looking for an experienced Vice President of Client Success & Sales Operations. In this role you will manage a client success team to ensure achievement of Employer Enterprise revenue, enrollment, growth and... retention goals for our existing book of business and oversee and optimize our internal sales processes and systems.
This role will ensure successful business/relationship management that drives increased enrollment, engagement and expansion of services for each client and oversight of sales operations to include: sales system planning, reporting, sales program implementation, and general sales process administration. This candidate can expect to dedicate 60% of time to client success activities and 40% to sales operations activities.
Who you are:
? Experience leading an account management team, overseeing change management, leading transformation, and scaling an organization
? Data and metrics-driven mindset to demonstrate success in achieving the strategic plan and guide new tactics, pivoting in timely fashion to achieve goals
? Exceptional ability to communicate with sales leadership and team members; ability to teach, coach and mentor colleagues at all levels of the organization.
? Proven ability to create complex dashboards & reports, custom report types, processes & workflows, uncover trends, and actionable insights
? Strong self-starter that can own projects start to finish
? High attention to detail and strong problem-solving capabilities
? Entrepreneurial, curious-minded, collaborative, adaptable
What you will do:
? Oversee the Employer enterprise portfolio of accounts and ~$10M in ARR, maintaining account and channel partner relationships, nurturing the growth, profitability, retention, and satisfaction of each account.
? Lead a team charged with driving continued value, renewals and upsells of Ovia?s solutions, advising clients on ways to improve program effectiveness.
? Optimize the company's financial performance by reducing churn, leading timely implementations, increasing renewal rates, identifying expansion opportunities, and managing SLA & Performance.
? Drive increased member enrollment across all accounts
? Ensure our client success team delivers on all goals, objectives, and key results.
? Create effective operational processes and measurement systems drive favorable outcomes for both our customers and the company.
? Work with sales & company leadership to understand process gaps and opportunities to improve and document sales process
? Provide the framework for tracking and analyzing metrics that enable the health and continuous improvement of the health plan and employer sales teams
? Develop and own the sales training process, to include onboarding, and support ongoing training needs
? Evaluate and optimize utilization of our sales system plan to include 3rd party sales support tools and collaborate with finance, marketing and health plan and employer sales teams
? Oversee sales operations team to create custom performance reports and/or dashboards for internal sales, channel, client success and finance stakeholder use, this includes standardizing and building reporting metrics and status reports based on departmental needs
? Ultimately responsible for Salesforce and ensure impeccable data governance, integrity and dashboard reporting
? Domestic travel expected between 25% - 35% during renewal and enrollment seasons.
What we require:
? 5 years of proven customer success leadership experience including staff development, project management and developing scalable customer success processes
? 10 years of account management experience
? 5 years of experience with sales analytics, reporting & process improvement
? Proficiency in with SFDC (and other sales tools), data dashboard/programming including building models, forecasts, data analysis and data visualizations.
Bonus Points if you have:
? Experience supporting a digital health company
? Proficient using Salesforce Marketing Cloud (SFMC)

Application window will close 02/16/2024

Pay Range: $115,000 ? $175,000 annual salary

Work Schedule: Monday ? Friday 8am-5pm

Work Location: Remote work is available

Benefits: All job offers will be based on a candidate?s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), ESPP, Paid time off (PTO) or Flexible time off (FTO), Commissions, and Company bonus where applicable. For more detailed information, please click here

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