VP, Onboarding & Success at Healthstream Inc. in Nashville, Tennessee

Job Description:

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream's brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment
  
• A mission-oriented mindset
  
• Work-from-home flexibility
  
• A chance to grow your career
  

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

The Vice President, Onboarding & Success is responsible for designing and leading the execution of an effective customer onboarding experience, from pre-sales awareness through product adoption. With the key goal of optimizing customer retention, this individual will plan, direct and coordinate day-to-day operations to support the company's growth and profitability goals. This individual works in a matrix environment across internal departments such as sales, product & development, and interfaces directly with customers. Strong interpersonal skills and emotional intelligence are as critical to the success in this position as education and experience.

This individual will lead a team of people responsible for implementations, training, success management, and professional services to ensure customers derive maximum value from our SaaS and content solutions, ultimately leading to improved customer satisfaction, retention, and growth.

Approximately 20% travel is required to support customer relationships.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Develops a strategic plan aligned to the Company and Solutions' goals that encompasses a high-quality customer onboarding journey, proactive training and success strategies, resource planning, KPIs, and continuous improvement processes.
  
• Leads and motivates the implementations, training, success management, and professional services teams on a day-to-day basis.
  
• Executes plan to optimize customer retention and expansion, considering cost/quality balance.
  
• Interacts regularly with various members of the leadership and executive teams to ensure company-wide alignment of plan, processes and KPIs.
  
• Promotes individual accountability, internal collaboration, operational/service excellence, and fosters a positive team culture.
  
• Ensures our unique network of customers in healthcare have access to next level best practices, live and asynchronous training, and professional services.
  
• Communicates regularly on identified productivity and success measures.
  
• Consults with various stakeholders and departments to ensure seamless hand-offs, optimal paths to product adoption, and effective professional services.
  

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• Bachelor's degree in business, healthcare, or related
  
• At least 7 years' experience in an operational leadership role
  
• Experience in the healthcare or learning industry strongly preferred
  
• Experience in supporting the customer lifecycle; SaaS strongly preferred
  

Skills and Abilities Required

• Exceptional written, verbal, and presentation skills
  
• Exceptional organizational, multi-tasking, and time-management skills with a keen eye for detail
  
• Highly proficient in the use of technical applications for business purposes
  
• Highly proficient in the interpretation of business-related data and KPIs
  
• Proven ability to lead a team through KPI achievement
  
• Manages multiple concurrent activities and a multi-disciplinary team with the appropriate prioritization and focus
  
• Works independently, exhibiting a high degree of personal ownership and accountability
  
• Demonstrates a dogged commitment to service excellence and customer advocacy
  
• Establishes high degree of trust and credibility internally and among customers
  
• Respectfully works within a multi-disciplinary, matrixed team with a focus on meeting organizational and team goals
  
• Negotiates effectively for internal resources and investments
  
• Displays critical thinking ability while managing customer challenges and prioritizing relevant actions across a multi-disciplinary team
  

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
  
• Paid Time Off
  
• Parental Leave
  
• 401k and Roth
  
• Flexible Spending Account
  

• Health Savings Account
  
• Life Insurance
  
• Short- and Long-Term Disability
  
• Medical Bridge Insurance
  
• Critical Illness Insurance
  

• Accident Insurance
  
• Identity Protection
  
• Legal Protection
  
• Pet Insurance
  
• Employee Assistance Program
  

• Fitness Reimbursement
  

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!