Vp of Customer Experience

3 weeks ago

Saskatoon, Canada Andgo Full time

The VP of Customer Experience will be responsible for the customer’s journey at every stage, from pre-contract to lifelong customer. Our customers require not only a great product but guidance through unique change management and configuration to help Andgo perform its very best at their organization. As a member of the Andgo Senior Leadership Team, you will be accountable for your KPIs and progress toward company goals.

**What you bring to the team**
- You are constantly growing, evolving, and improving
- You are a strong customer advocate with the ability and willingness to engage with the C-suite and all levels of stakeholders.
- The ability to lead, mentor, and grow high-performing teams.
- At the forefront of best practices in software services and customer success.
- A strategic perspective to strengthening customer relationships.
- Focus and intentionality around expanding customer accounts.
- The ability to thrive in an ambiguous environment under changing circumstances.

**What you’ll be doing**

**Customer Experience & Strategy**
- Owning the strategy for a customer’s journey with Andgo, from implementation through retention, growth, and advocacy
- Contributing to our strategic partnerships with third-party system integrators.
- Maximizing customer account value through healthy customer relationships and demonstration of Andgo’s value
- Oversee customer account management including revenue and forecasting
- Expert in the Andgo product and its value propositions for customers
- Traveling to visit key customers accordingly based on customer account strategies.

**Operational Success**
- Guiding customer operations to scale with Andgo's growth plans, adapting for new customer segments, and fine-tuning the balance of service and support for customer excellence
- Oversee our customer operations teams, including customer success, implementation, and support services. Building the teams and processes to support each stage of the customer journey.
- Representing the voice of the customer within Andgo and inspiring the drive to help our customers succeed across all of our teams
- Introduce and reevaluate industry best practices and tools in Customer Experience to guide and empower our teams
- Guiding how Customer Operations interact with Sales, Product, and other functions of Andgo

**Leadership**
- Instill innovation and experimentation within teams, pushing boundaries of how we can support our customers
- Embody the Andgo core values and excellent leadership skills
- Mentor and grow our Team Leads within Customer Operations
- Represent the Customer Experience in Andgo’s Senior Leadership Team
- 10+ years of Account Management or Customer Success experience in healthcare technology. SaaS strongly preferred
- Experience in a senior position managing and building customer-facing teams in a SaaS model with a technical solution.
- Experience directly servicing and growing enterprise and strategic accounts.
- A history of overcoming, guiding, and solving complicated customer challenges.
- Experience with healthcare best practices and processes, technology, and tools to help customer experience teams and their customers succeed.
- A track record of building and maintaining high-level C-suite and executive relationships.
- Passion for leading and coaching people, with 5+ years of experience directly managing a customer success or account management team.
- Experience working in an enterprise-scale IT software project management environment.
- Proven ability to navigate ambiguity and change in a dynamic environment.

**Work with us**
- Remote-friendly (Canada/US)
- Comprehensive health & dental benefits
- Annual professional development allowance
- 4 weeks of paid vacation
- Flexible working hours
- 10% Time: work-related side projects of your choosing
- Great team members
- Opportunity to make an impact on healthcare
- **_If you feel like you might not possess all the qualities we are looking for, we still want to hear from you We believe in growing talent and building a diverse team that values growth and personal development._**_

**About Us**

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

We believe that we, as a team, work best when we work closely together, and when ideas can be exchanged in an open and honest manner. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.

**Andgo Culture**

The culture at Andgo Systems is by D.E.S.I.G.N.
- Does the right thing. You solve the right problems at the right time, in the right way.
- Exhibits a growth mindset. You won’t hear the words ‘because we’ve always done it this way' at Andgo. We’re a growing company filled with growing individuals. You are always looking for new solutions, open to change, and

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