Vice President of User and Customer Success

Job description

NurseGrid believes that those who do the most important work deserve the best technology. Over the past four years, we’ve created the number one nurse app in the United States and rolled out our SaaS solution to hundreds of nurse managers. Now we are ready to go even further in 2018 by expanding our nationwide network of ~500k mobile users and rolling out our SaaS solution in the healthcare enterprise environment.


Our team of seven Customer Success professionals sits at the heart of our mission to create technology for nurses that makes their personal lives better, their professional lives more efficient, and contribute to improved outcomes and reduced costs in healthcare. From onboarding new clients, managing product education, contributing to upsell conversations, passing feedback to our product team, fostering engagement with our users and the wider nursing community, to maintaining a standard of responding to customers in under one minute, our Customer Success team contributes to every aspect of NurseGrid.


Responsibilities and Challenges:

The diverse responsibilities of our Customer Success team demand a leader with stellar organizational skills, familiarity with software sales, client services, background in enterprise rollouts for software, and excellent interpersonal skills. Experience in healthcare technology is a plus but not a requirement. Most importantly, we seek an individual who relishes challenges and can navigate the stress of managing a team at a fast-growing startup. Here are some of the challenges our new Vice President of User and Customer Success will tackle:


  • Lead, motivate, organize, and plan resources, compensation, and hiring for our Customer Success team
  • Outline Customer Success goals and priorities, based on overarching company priorities and goals
  • Work closely with Sales team to establish a clear upsell process in which Account Managers play a key part and receive commissions
  • Establish an effective program that incorporates metrics to track customer stages; educate entire NurseGrid team on status of our customers
  • Participate in executive-level decisions at NurseGrid, to include the possibility of Board meetings and investor conversations
  • Maintain a user communication strategy that balances the experience of our mobile users with the business needs to communicate information to them
  • Maintain NurseGrid’s stellar support level even as we scale

Requirements

Who you are:

  • You take pride in your experience as a leader, are good at giving feedback to your team, always keep an eye on professional development of your direct reports, and are unafraid to own responsibility for your team’s objectives and goals
  • You absolutely know what it takes to speak with a frustrated customer and leave them with a resolution and a smile on their face
  • You understand software sales — and you aren’t afraid to own a part of the sales process
  • You know how to hire good people, since you will be growing your team by 2+ individuals in your first months
  • You are experienced in handling the challenges of enterprise rollouts
  • You have a good understanding of what goes into building a SaaS product
  • You aren’t afraid of participating in contract discussions and iterating on NurseGrid’s standard Service Level Agreement
  • You are familiar with Intercom and Salesforce, as our Customer Success teams relies heavily on these tools


ABOUT NURSEGRID

NurseGrid is a Portland-grown and venture-backed startup founded in 2013. With the mission of creating technology for nurses that makes their personal lives better, their professional lives more efficient, and contributing to improved outcomes in healthcare, we build innovative staffing, scheduling, and communication technology solutions for the healthcare industry. Over 500k nurses have downloaded our free mobile app (NurseGrid Mobile) and hundreds of nurse managers throughout the United States have activated accounts for our paid SaaS solution (NurseGrid Manager).


We are a small (33 person) but growing and always dynamic team. We work hard and produce high-quality work at a rapid pace, but we also have a ping pong table in our office, a couple non-work related Slack channels, a company volunteering initiative, and dog-friendly work environment. We’re located in the heart of Old Town in Portland with Ground Kontrol right around the corner, and multiple transportation routes to the office. We offer a generous PTO package, medical/dental/vision benefits, work-from-home-Wednesdays, and six optional remote work days per quarter. Come enjoy the work, connect with the team, and set aside some time to enjoy everything the Northwest has to offer!