Partner Success Operations Lead

Success Operations Lead

VaxCare is an end-to-end solution that improves immunization rates and overall vaccine program profitability. We bring ease and visibility to a complicated and fragmented system by connecting supply, management and revenue, centered around our easy-to-use digital product. We love to tackle challenges with an analytical spin, and we are constantly looking for ways to develop tools and solutions that help accomplish our mission of helping to support physicians provide the best care possible.

The Position

As a Success Operations Lead, you will be an essential part of the Partner Success Organization, ensuring all operations run smoothly and efficiently, from our strategy, tools, resources, training, to quality assurance and reporting of KPIs. You will shift your focus from partner facing Customer Success, to internal Customer Success, the Partner Success team will be your customer.

Key Responsibilities

• Implement and oversee comprehensive onboarding, training and continuous education initiatives for new and existing Partner Success Managers, ensuring optimal knowledge of our processes, tools, skills and behaviors to be successful in their roles.
• Conduct regular Quality Assurance Audits on our data, tools, and customer engagements, to uphold excellence standards across the board.
• Design, create and maintain KPI dashboards and reports that will give Partner Success Managers visibility into key business and performance metrics throughout the course of the year, maintaining alignment with the Partner Success Org. incentive strategy and framework. Regularly publish actionable insights to drive decision-making and strategy.
• Execute annual / bi-annual territory mapping and design, keeping a close pulse on role capacity and staffing needs, based on the customer forecasts.
• Manage the alignment of our technology tools (ex. Power BI, Totango, Salesforce, Confluence) with our operational strategy. You'll ensure that our platforms are always serving the needs of the Partner Success team, and act as the primary point of contact for enhancements, adoption and issue resolution.
• Review and optimize internal processes, guaranteeing operational efficiency internally and externally. You will be responsible for documenting partner-facing processes and internal playbooks, FAQs, SOPs, and keeping them up to date as they evolve.
• Maintain and improve internal communication channels, ensuring that all key information (internal and external) is disseminated to the appropriate team members.
• Own and execute team engagement initiatives to maintain our high-energy, collaborative culture through monthly social events, birthday celebrations, etc., as well as organizing our bi-annual "All-Together" meetings in Orlando. You'll be responsible for travel arrangements, meeting schedules and agendas, and other duties as assigned.
• Collaborate cross functionally with other leaders and stakeholders, representing the Partner Success team, serving as an advocate and providing the Partner Success and Customer point of view on initiatives across VaxCare.

Required Experience

12-18 months of tenure.

Qualities Desired

Note : Team Members in this position will be responsible for implementing and acting in accordance with VaxCare's information security policies; protecting assets from unauthorized access, disclosure, modification, destruction or interference; executing specific security processes or activities as assigned by the Information Security and / or Privacy officers; and reporting security events or potential security risks to the organization. Team Members in this role will be involved in the processing of protected patient and / or payment information and will be responsible for ensuring the security and privacy of the information within their scope of work.