The VP of NFM Client Services provides the leadership and strategic direction required to drive transformational change within the service delivery team.
In response to the transforming healthcare world of value-based care, the NFM Client Services team will be integrated to leverage the combined capabilities of our solutions. The VP, NFM Client Services will be responsible for leading the integration of the 2 current teams and driving successful growth of solutions within our portfolio. A primary focus in the new combined organization will be ensuring each customer engagement is driving to value realization for our customers.
This position partners with Product Management and Sales Leadership to enable organizational alignment towards the Department’s critical business objectives. Develops and implement services strategy and operational plan that delivers on our strategy as well as our customer, contractual and financial commitments. Plans are required to demonstrate an ability to substantially grow the Services business and increase revenue by adding value-added service offering to the Division’s installed base.
The successful candidate will collaborate with the Customer business leaders in order to implement their product portfolio on time, efficiently, and at high quality to ensure customer satisfaction.
Position Description
Customer Success
• Accountable for the strategic direction and management of the division’s Services organization
• Develop and implement the Client Services strategic and operations plan to align with goals and value and maximize the growth of division’s current and future product, service and complex solution offerings
• Partner with the NFM Senior Leadership Team to identify, develop, and drive long-term strategies and initiatives that will result in profitable growth
• Provide feedback and input to Products Management and Development Leadership to share customer feedback, prioritize product enhancements/capabilities to improve the customer experience and value proposition of our solutions for our customers
• Provide leadership to Services teams and ensure customer needs are met throughout sales, negotiation, implementation/integration services, and ongoing support throughout the operational phases of the customer relationship
• Partner with business line and functional leaders to identify new business opportunities and assume accountability for the success of implementing and achieving key new business initiatives
• Identify product and service line expansion opportunities for growth that promotes MHS’ objectives
Operational Success:
• Act as a leadership change agent to drive the business transformation in NFM services.
• Ensure that Services financial, productivity and quality standards are met, including performance guidelines and standards as established by customer performance contracts.
• Support the Statement of Work process by providing accurate level of engagement (LOE), ensuring that customer commitments are clearly defined and achievable
• Monitor customers, partners, and competitors to identify and address opportunities and threats within current and new market
• Guide expansion planning for high potential products/services
• Develop and implement corresponding policies and procedures that are aligned with McKesson’s strategic growth initiatives
Financial Success
• Meet full P&L responsibility and management of direct reports who direct and manage employees in product verticals.
• Meet customer project profitability expectations
• Participate in sales calls as necessary
• Conduct departmental reporting for executive management in areas such as the organization’s operational effectiveness, capacity utilization, operating cost containment, etc.
• Conduct periodic reviews of results against business plans
Workforce Success
• Develop and execute a services organizational design that supports the NFM strategy
• Coach, mentor and provide leadership guidance to direct reports to increase leadership bench strength
• Translate strategic goals into operational objectives and delegate appropriately to direct reports to ensure customer and employee success
• Present customer case studies to the MHS organization; create a culture of appreciation for the customer business needs and environment; bringing the customer perspective to the rest of the organization
.
Qualifications
Minimum Requirements
12+ years customer service experience including 10+ years managerial experience, depending on area of assignment may be required to have relevant healthcare/insurance experience
Critical Skills
• In-depth expertise in Services Operations in support of variable customer configurations of systems
• Prior leadership experience in bringing outside resources and internal management together to effect success in a complex industry aimed at assuring consumer satisfaction
• Highly developed oral and written communication skills including the ability to interact with senior management and various external contacts are essential
•Highly seasoned customer service and operations executive with a reputation for developing and managing “world class” customer service and operations, including leading enterprise software implementations within an enterprise environment
•Must have proven experience leading transformation and being a Change Agent within an enterprise environment
Additional Knowledge & Skills
• Healthcare industry experience strongly preferred
• Health Plan experience desired (Cigna, Aetna, BCBC etc)
• Prior experience managing a book of revenue 50M or more
Education
4-year degree in business or related field or equivalent experience
Travel
Ability to travel 30-50%
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