Position Reports to: TBD

Department: Partner Success/Operations

Position Type: Full-time/Remote

FLSA: Exempt

ABOUT VAXCARE

The healthcare system is complex, presenting challenges for everyone—patients, doctors, nurses, office managers, and billers alike. At VaxCare, we aim to streamline this complexity, eliminating unnecessary costs and confusion so that practices can focus on their important work: caring for patients. Our innovative solutions include a vaccine management and LARC access platform trusted by over 20,000 active providers nationwide. This service is powered by a multidisciplinary team of dedicated professionals who lead with integrity and a relentless drive to exceed expectations, bringing clarity and efficiency to the often-overwhelming world of healthcare.

THE POSTION

You have the opportunity to represent VaxCare to its partner (customer) base with the goal of helping them fully leverage VaxCare’s technology platform to administer patient care and deliver the triple aim of healthcare (lower cost, better outcomes, better experience). The Partner Success Manager (PSM) is dedicated to establishing oneself as a dependable and trusted advisor who understands their Partner’s business and immunization program goals and can accelerate the Partner’s time to efficiently maximize value realization from VaxCare’s technology platform. This includes managing the partner relationship, driving product adoption, acting as the Voice of the Partner (VOP), and meeting specific performance metrics within a portfolio of accounts. If you consider yourself a creative problem solver and enjoy engaging partners and impacting public health with a great team of people, this could be a perfect fit for you at an exciting and growing company!

ESSENTIAL RESPONSIBILITIES

• Execute partner engagement strategies that develop healthy and engaging relationships on a portfolio of partners. Establish yourself as a “trusted advisor” that the partner can count on to help them achieve their business objectives
• Meet and exceed Key Performance Metrics that are aligned to partner and VaxCare success to include volume growth, adherence, upsells to new programs, partner satisfaction and partner attrition
• Collaborates with internal teams to execute initial training and executes on-going training to ensure that they efficiently and consistently achieve the maximum value from the VaxCare technology platform in the shortest amount of time
• Develop, execute, and proactively manage Partner Success Plans (PSPs) aimed at ensuring that each partners agreed upon vaccine program outcomes and business goals are consistently met
• Act as the partner advocate / Voice of the Partner (VOP) by acquiring partner feedback and ensuring that feedback is internally communicated and acted upon
• Maintain a continuous improvement mindset aimed at driving increased efficiency using supporting tools & technology
• Use tools & resources with supporting data to drive better product adoption and objectives
• Recommend and gain agreement with partners on needed actions to optimize their use of VaxCare’s technology solution and delivery of patient care
• Provide internal feedback when requested to help develop solutions that advance VaxCare and the Partner Success Management organization.
• Manage key projects that enable the success of both VaxCare and the partner

EXPERIENCE AND QUALITIES DESIRED

• Experience in direct partner (customer) engagement (selling, account management) with a proven history of establishing healthy, trust-based partner relationships that yielded high levels of partner satisfaction, retention, expansion, and advocacy
• Experience in delivering client focused solutions based on partner (customer) and business needs
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of an organization
• Proven ability to work cross-functionally to communicate partner (customer) feedback and drive actions based on that feedback
• History of using data to drive and prove results
• Ability to travel up to 50% of the time, including overnight travel
• Experience in the healthcare industry (with emphasis on vaccinations) is a plus
• Good organizational and time management skills
• Scrappiness, grit, integrity – whatever-it-takes to ensure programs to ultimately deliver better outcomes for partner, patient and VaxCare success in line with company values and policies
• Natural curiosity to understand the “what’s”, “why’s”, and “how’s” of our business
• Valid driver’s license and clean driving record

PHYSICAL REQUIREMENTS

• Ability to lift, carry, and set up hardware or equipment weighing up to 25 pounds.
• Comfortable working in both office and field environments, including prolonged periods of sitting, standing, or computer work.
• Proficient in using computers, web-based platforms, and partner management software to document and track performance metrics.
• Must be able to communicate clearly and professionally in English, both verbally and in writing, with internal teams and external partners.
• Capable of performing troubleshooting or minor setup of hardware at hub locations.
• Must live in the Richmond, VA area

COMPETENCIES: Core to all positions at VaxCare

We Live (and Work) by Our Values:

• “VaxCare-ness” (Art of Care) – Nurturing and providing for each team member
• Belief in Something Bigger than Ourselves – Capacity to derive meaning from a larger purpose
• Humility as a Posture of Learning – Burning curiosity to learn without ego
• Adaptability & Embracing Change – Nimbleness & ready to seize new opportunities

Additional “Must Haves”:

• Dependability – Must be able to meet deadlines, work independently, maintain focus, be punctual and good attendance record.
• Interpersonal Skills – Builds strong relationships & contributes to a positive work environment.
• Computer Skills – Skilled with computers, learns new tools quickly.
• Ethics – Honest, accountable, maintains confidentiality.