COO – Client Success & Operations (Software Company)

Title: COO – Client Success & Operations (Software Company)

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Location: Boston, MA

Reporting Structure: This position reports to the CEO and is part of the leadership team

Are you a metric-driven operations leader with a focus on client success and with prior entrepreneurial experience deploying software, growing a team and scaling a company? Are you passionate about leveraging a patient-centric SaaS technology to holistically support children and adults with complex and chronic care needs? Do you have deep industry experience working in the pharmaceutical industry around patient recruitment, retention and medication adherence? *
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Do you enjoy listening to client needs and driving market-driven product priorities? Are you as comfortable in front of clients to drive success and satisfaction as you are with discussing product needs with the technology team to ensure responsiveness to client needs? Do you love executing on details as much as strategizing on the big picture? Do you enjoy seeing your colleagues successful? Have you managed teams and have you led by example? Do you do what you love and love what you do? If so, we’d love to connect with you!

eCare Vault is a secure team-based collaboration platform centered around patients with complex and chronic care needs. With origins in healthcare and special education, eCare Vault is now poised to enter the multi-billion dollar industry for patient-centric solutions focused on patient recruitment, retention, engagement and medication adherence. Some staggering numbers: The top 1% of chronic care patients drive 23% of healthcare costs. $310 Billion is the avoidable cost of medication non-adherence. U.S. healthcare industry generates nearly 2 billion pounds of paper waste per year.

eCare Vault disrupts the paper-intensive status quo with digital workflow technology; breaks down the various silos between care and research that exist today and builds a virtual continuum-of-care bridge in the patient’s journey between clinical trials and post-approval medication adherence for rich real world data and evidence!

Built by MIT-trained engineers and designed by Harvard clinicians, eCare Vault is a state-of-the-art, privacy-compliant patient-centric platform with seamless user experience and collaboration tools, including sharing of documents, forms, e-signatures and analytics. *
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As COO – Client Success & Operations, you’ll take the reins by ensuring that our growing SaaS product is client responsive and delights our clients, meeting and exceeding their expectations with an eye on both the client’s and eCare Vault’s ROI. You will actively strive to deepen and expand our client base in an industry that is driven by word-of-mouth, referenceable clients. You will foster a culture focused on process, efficiency, accountability, and client satisfaction.*
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You’re good at: *
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• Establishing a culture of high performance, rigorous training, extreme ownership and solutions-oriented thinking
• Fostering a culture of collaboration, trust, efficiency and effectiveness within the company
• Establishing a process that is measured through KPI focused metrics and enforced with stringent accountability
• Creating internal documents and playbooks; providing team members the resources needed to be successful
• Mentoring a team and building career trajectories for your colleagues so they might realize their full potential
• Implementing a management framework that sets clear expectations across the team
• Creating valuable client feedback loops that help guide strategy across sales, client success and product
• Numbers, financial reporting and analytics for senior management and board presentations*

You have:
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• A passion for leading teams and exceeding goals
• Several client success playbooks in your back pocket
• An affinity for project management tools, dashboards, and CSAT scores
• 10+ years of experience in client success and 5+ years experience in a SaaS software deployment
• Pharmaceutical/ healthcare Industry experience with a passion for patient-centric solutions.
• Advanced communication skills to translate technology into simple terms, to motivate and lead colleagues.
• Experience building and scaling teams
• Residence in the Greater Boston Area, within easy commuting distance to our Back Bay offices*

You crush:
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• Accountability – Embodying a consistently high level of effort, thoroughness and follow-through
• Analytical thinking – Data is your compass and your best friend
• Details, details, details for successful execution and 360 degree follow up
• Setting an example for your team and being present; you’re the hardest working, most thorough, thoughtful, co-worker they have. Your performance inspires them to take healthy risks and be part of the success story.
• Showing up at the office every day and fostering a fun office culture of camaraderie and the ‘eCare family’.*

You’ll be responsible for:
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• Delivering a best-in-class SaaS patient-centric platform that solves the client’s highest pain-points
• Driving optimal patient-centric outcomes through technology-enabled solutions
• Enhancing the client’s ROI through top-line new business and bottom-line operational efficiencies
• Ensuring client satisfaction and high retention levels
• Spearheading client upselling and renewal strategies
• Driving the agile product life cycle – from client need to design, development, deployment and support.
• Driving eCare Vault ROI and profitability through supporting a successful account-based strategy.
• Becoming our client’s preferred “patient-centric technology partner”

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Compensation
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• Salary commensurate with experience and competitive with other start-up environments.
• Includes attractive equity upside and health benefits.

Job Type: Full-time

Experience:

• Building and scaling teams: 5 years (Required)
• Pharmaceutical/ healthcare Industry: 5 years (Required)
• SaaS software deployment: 5 years (Required)
• Client success: 10 years (Required)

Education:

• Master’s (Preferred)

Location:

• Boston, MA 02116 (Required)

Work authorization:

• United States (Required)

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance

This Company Describes Its Culture as:

• Detail-oriented — quality and precision-focused
• Aggressive — competitive and growth-oriented
• Outcome-oriented — results-focused with strong performance culture