Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve. We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

The position can be located anywhere in the EST time zone.

Job Description

As the Vice President of Customer Success at Press Ganey, you will play a pivotal role in ensuring the success and satisfaction of our clients across the healthcare industry. You will lead a dynamic team of customer success / advisory professionals and collaborate closely with cross-functional teams to drive client engagement, retention, and growth. Your strategic leadership will be instrumental in helping healthcare organizations achieve excellence in patient experience through the effective use of Press Ganey’s solutions.

This is a hybrid position with time spent both in the corporate office and the home office.

Qualifications

• Bachelor's degree required; advanced degree preferred
• Minimum of 10 years of experience in customer success, account management, or related roles, preferably in the healthcare or healthcare technology industry
• Proven track record of building and leading high-performing customer success teams
• Strong strategic thinking and problem-solving skills, with the ability to develop and execute on complex customer success strategies
• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
• Deep understanding of the healthcare industry, including knowledge of healthcare delivery systems, patient experience, quality improvement, and regulatory requirements
• Demonstrated ability to drive results and achieve business objectives in a fast-paced, dynamic environment

Key Responsibilities:

1. Lead the Customer Success team: Provide leadership, guidance, and mentorship to a team of Customer Success Managers, ensuring they deliver exceptional service and support to our clients.
2. Develop customer success strategies: Collaborate with cross-functional teams to develop and implement strategies to drive client satisfaction, adoption, and retention of Press Ganey solutions.
3. Client relationship management: Build and maintain strong relationships with key stakeholders at client organizations, serving as a trusted advisor and advocate for their needs.
4. Drive client outcomes: Work closely with clients to understand their goals and objectives, and leverage Press Ganey's solutions to help them achieve measurable outcomes and improvements in patient experience and healthcare quality.
5. Measure and optimize success: Define key performance indicators (KPIs) and metrics to measure the effectiveness of customer success initiatives, and use data-driven insights to continuously optimize and improve our approach.
6. Cross-functional collaboration: Collaborate closely with sales, product, and implementation teams to ensure seamless onboarding, implementation, and ongoing support for our clients.
7. Stay informed: Stay up-to-date on industry trends, best practices, and emerging technologies in healthcare and customer success, and incorporate relevant insights into Press Ganey's customer success strategies.

Additional Information

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey employment policies. You will be notified during the hiring process which checks are required for the position. 

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary range for this position is 168,000 - 275,000 USD. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/