Job Title

VP of Customer Operations

Department

Account Management

Location

Remote or Philadelphia, PA

Position Summary:

We are rapidly growing our business, partnering with health benefits consultants, employers, and industry partners, to improve healthcare and reduce costs for small to medium-sized businesses and their employees. Our engaged community of likeminded employers continue to choose Pareto to finance their benefits and, while we proudly maintain a 97% retention rate, we are constantly looking for ways to further enhance our community and delight our clients. 

We are looking for a collaborative, data-driven, and accountable leader to expand our client success strategy and operations team. As the Vice President of Customer Operations you will drive critical initiatives to advance our Account Management team and the 2,400 employers we support, improve operations, identify actionable insights from our data, and deliver impactful business results. You will work cross-functionally to support the Account Management team to operate at scale and advance data analytics and reporting, post-sales enablement and training, and management of KPIs. As a member of the Account Management leadership team, you will play a critical role helping unlock Pareto’s next phase of growth as we deepen and expand our healthcare platform. This role will report directly into the Chief Underwriting Officer.

Key Responsibilities:

• Utilize data and analytics to understand customer behavior, identify actionable insights, and predict future trends, including but not limited to journey mapping, segmentation, surveying, and client health scoring to devise the optimal support and engagement model for Account Management team
• Define, track, and report out on departmental OKRs, performance, and KPIs; partner with Finance and Tech to build dashboards and reporting to monitor team performance and measure KPIs
• Identify, document, and streamline implementation, account management, and related processes and workflows, including SFDC
• Evaluate, select, implement, and manage tech stack and tools to support team operations in partnership with Tech team 
• Deploy strategies to advance team priorities around customer communications and expansion of services, partnering with Marketing, Cost Containment, and Product teams 
• Support post-sales enablement and training to ensure team has the skills and tools they need to succeed, including the development and delivery of onboarding, training programs, and resources
• Partner with Account Management leadership to support team communications, executive and board materials preparation, and budget management and planning processes
• Drive cross-functional strategic initiatives and projects, whether it be leading as a program manager and/or serving as a team representative
• Serve as a player-coach and will build out a team of direct reports focused on customer operations 

Required Skills & Qualifications:

• 10 years of customer strategy and operations experience, with at least 5 years of healthcare industry experience, preferably in insurance and/or employer health benefits
• Deep experience in customer operations and customer success
• Experience building Tableau (preferred), Looker or other BI solution
• Ability to build credibility by being a detailed oriented, data fluent customer operations leader
• Experience implementing and optimizing client health scoring
• Familiarity with best-in-class tech stacks for customer success management, including SFDC 
• Proven track record taking an idea from concept through execution 
• Excellent communication and presentation skills and ability to confidently communicate with customers, partners, and senior executive leadership
• Ability to build strong relationships and successfully motivate and inspire cross-functional team 
• Thrive in a dynamic, fast-paced environment that’s growing and evolving rapidly 
• Bachelor’s degree, MBA or advanced degree preferred