CityRochester
StateMN
RemoteYES
DepartmentMayo Clinic Platform
Why Mayo Clinic
Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and
comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.
Benefits Highlights- Medical: Multiple plan options.
- Dental: Delta Dental or reimbursement account for flexible coverage.
- Vision: Affordable plan with national network.
- Pre-Tax Savings: HSA and FSAs for eligible expenses.
- Retirement: Competitive retirement package to secure your future.
ResponsibilitiesReporting directly to the Chief Operating Officer, the VP, Services has leadership responsibility for customer facing functions including the development, delivery, and support of core programs and add-on services for Mayo Clinic Platform partners and ecosystem participants. The position will be responsible for leading and executing MCP’s customer success strategy to drive high customer and user satisfaction, adoption, engagement and growth by: 1) partnering with the MCP leadership team to define and deliver services and solutions to enhance Platform capabilities and drive adoption, 2) work closely with Platform’s R&D processes and teams to develop solutions, services, and offerings, 3) build full delivery, support, and implementation functions to enable customers to fully leverage our platform and fulfill technical support agreements and expectations, 4) grow revenue with enhanced (buy-up) service offerings as well as professional consulting services, and 5) build and run a high performing organization which includes establishing processes and disciplines to ensure the scalability and growth for MCP.
Responsibilities:
- Strategic Insight/Thought Partnership: Deep knowledge of healthcare transformation, with the ability to apply that knowledge to MCP's customers which span health systems, pharma, medical device, digital health solution developers, and other markets as opportunities arise. Possesses the industry knowledge and proven "know how” experience building and delivering services and solutions, analytical and strategic intellect, along with the presence and communication skills to define and build processes and teams and implement the Services strategy.
- Organizational Development: Fosters and builds a culture of success, respect and high performance. Capable of attracting, developing and effectively managing a team of highly motivated, top-tier customer service talent.
- Revenue Growth: Identifies strategic expansion opportunities and collaborates with Solution Developer and Provider Market teams to ensure growth attainment goals are met. Proven ability to grow revenue through service expansion within existing customers. Successful track record in creating organic growth through the development of customer services and consulting solutions from the ground up.
- Implementation & Delivery: Oversee teams dedicated to customer implementation and support. Well-established ability to define and execute customer delivery and support processes and metrics for platform-based delivery models. Understands industry best practices for customer support models across platform-based technologies and able to collaborate with product and technology leaders to ensure holistic and scalable solutions are defined and delivered.
- Consulting Solutions: Proven ability to build and run professional services functions in the Healthcare Technology or platform space. Proven ability to develop new and innovative value-added services, as well as define and implement best practices. Understands and can build customer success through cohesive services delivery processes and offerings.
QualificationsMinimum Education and/or Experience Required:
- Master's degree
- 10+ years technology senior leadership experience
- Startup experience and leading teams through change management required
- Experience in healthcare industry highly preferred
- Natural leader: maintains positive business climate while cultivating a fast-paced, high-growth environment that effectively balances entrepreneurial creativity with individual and institutional accountability; in which individuals are strong performers who are given clear direction and goals and held accountable for achieving them; the team is developed, and product and operational goals are exceeded.
- Inspires respect, while building rapport with customers, direct reports, peers, executive leadership team and the Board.
- Understands the complexity of developing and delivering services to provider organizations; fluent in the challenges faced by such entitles in MCP’s addressable market. Has a successful track record building and running customer service and consulting organizations within B2B and B2B2C technology companies, preferably under a platform and Software-as-a-Service (SaaS) delivery model.
- This position will have accountability for all Customer Implementation, Support, Solutions & Consulting functions. Specific functions include: Implementation & Delivery (Technical Implementation, Customer Implementation, Customer Support) Consulting Services (Customer Solutions Consulting)
Additional Experience and/or Qualifications:
- Budget management
- Experience leading innovation-related methodologies - Lean Startup, Design Thinking, Customer Development
- Agile delivery experience
- Able to deliver high impact presentations to large groups
- Proven experience facilitating large groups/workshops with diverse participants that deliver specific outcomes
- Able to work effectively and coordinate teams that are cross-functional, cross-business unit, and cross-geography
- Capable of effective communication at C-suite levels
- Delivery of projects targeting global markets
- Proven experience delivering results driven by a deadline
- Solid understanding of the information technology landscape
- Strong people management and leadership skills
- Strong interpersonal communication skills
- Strong outcome and target-based delivery skills
- Strong remote working skills – teleconferences/video conferences
- Partnership management
- Experience in various market research methodologies, contextual research, and ethnography for gathering deep customer insights
Exemption StatusExempt
Compensation DetailThe minimum starting salary for the position may range from $321,000 to $481,000. This range reflects full-time total base compensation prior to consideration of additional experience or duties. Pay for the selected candidate will vary based on experience, FTE, internal equity, or external market data.
Benefits EligibleYes
ScheduleFull Time
Hours/Pay Period80
Schedule DetailsMonday - Friday
40%+ travel may be required.
Weekend ScheduleN/A
International AssignmentNo
Site Description
Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives.
Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.Equal Opportunity
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the
"EOE is the Law". Mayo Clinic participates in
E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.
Kylene Schaefer
