ABOUT VAXCARE

VaxCare is an end-to-end solution that improves immunization rates and overall vaccine program profitability. We bring ease and visibility to a complicated and fragmented system by connecting supply, management and revenue, centered around our easy-to-use digital product. We love to tackle challenges with an analytical spin, and we are constantly looking for ways to develop tools and solutions that help accomplish our mission of helping to support physicians provide the best care possible.

THE POSITION

As a Success Operations Lead, you will be an essential part of the Partner Success Organization, ensuring all operations run smoothly and efficiently, from our strategy, tools, resources, training, to quality assurance and reporting of KPIs.
You will shift your focus from partner facing Customer Success, to internal Customer Success, the Partner Success team will be your customer.

KEY RESPONSIBILITIES

• Implement and oversee comprehensive onboarding, training and continuous education initiatives for new and existing Partner Success Managers, ensuring optimal knowledge of our processes, tools, skills and behaviors to be successful in their roles.

• Conduct regular Quality Assurance Audits on our data, tools, documentation and customer engagements, to uphold excellence standards across the board.

• Design, create and maintain KPI dashboards and reports that will give Partner Success Managers visibility into key business and performance metrics throughout the course of the year, maintaining alignment with the Partner Success Org. incentive strategy and framework. Regularly publish actionable insights to drive decision-making and strategy.

• Execute annual/bi-annual territory mapping and design, keeping a close pulse on role capacity and staffing needs, based on the customer forecasts.

• Manage the alignment of our technology tools (ex. Power BI, Totango, Salesforce, Confluence) with our operational strategy. You’ll
  ensure that our platforms are always serving the needs of the Partner Success team, and act as the primary point of contact for enhancements, adoption and issue resolution.

• Review and optimize internal processes, guaranteeing operational efficiency internally and externally. You will be responsible for documenting partner-facing processes and internal playbooks, FAQs, SOPs, and keeping them up to date as they evolve.

• Maintain and improve internal communication channels, ensuring that all key information (internal and external) is disseminated to the appropriate team members (ex. Teams channels & chats, Weekly Info Round Up, partner facing comms, etc.).

• Own and execute team engagement initiatives to maintain
  our high-energy, collaborative culture through monthly social events, birthday celebrations, etc., as well as organizing our bi-annual “All-Together” meetings in Orlando. You’ll
  be responsible for travel arrangements, meeting schedules and agendas, and other duties as assigned.

• Collaborate cross functionally with other leaders and stakeholders, representing the Partner Success team, serving as an advocate and providing the Partner Success and Customer point of view on initiatives across VaxCare.
  

REQUIRED EXPERIENCE

• Prior experience in Customer Success, Operations, or similar role. Must be a current member of the Partner Success team with >12-18 months of tenure.

• Drive, creativity and ability to implement engaging and results-driven training and continuous education programs for internal team members.

• Proficiency in navigating tools like Power BI, Totango, Salesforce, Confluence.

• Advanced Excel proficiency, including the ability to create dashboards, reports and navigate complex data functions.

• Experience managing cross-functional projects with multiple stakeholders.

• Strong understanding of data integrity, process improvement and documentation and internal operational workflows.

• Ability to travel up to 25% of the time, including overnight travel.

QUALITIES DESIRED

• Highly organized and detail oriented with strong project management skills

• Natural collaborator and communicator

• Analytical thinking and curiosity

• Proactive and solution oriented

• Comfortable balancing multiple projects and priorities at once, in a fast-paced environment.

• Someone who takes pride in being the internal backbone of the team, the go-to person, and the jack/jill of all trades.

Note: Team Members in this position will be responsible for implementing and acting in accordance with VaxCare’s information security policies; protecting assets from unauthorized access, disclosure, modification, destruction or interference; executing specific security processes or activities as assigned by the Information Security and/ or Privacy officers; and reporting security events or potential security risks to the organization. Team Members in this role will be involved in the processing of protected patient and/or payment information and will be responsible for ensuring the security and privacy of the information within their scope of work.