Customer Success VP/Executive

Who We Are

Prominence is a leading healthcare IT company that empowers over 100 of the nation’s top healthcare organizations to leverage their data more effectively. We specialize in creating and implementing enterprise data and analytics strategies through our proprietary software platform, which automates data pipelines and simplifies data unification and modeling from any EHR and other critical operational databases. Our commitment to innovation and excellence has earned us numerous accolades, including the Best in KLAS award and recognition as a top workplace.

Your Role

The Customer Success Executive is a critical role focused on driving customer revenue growth post-sale. This position demands extensive knowledge in delivery, the ability to build and manage executive relationships, and the skill to develop creative solutions to emerging customer challenges. Successful candidates will be adept at understanding customer cultures, establishing trust, and providing consistent value through strategic solutioning.

Responsibilities

• Customer Relationship Management:
• Ensuring sales to implementation success
• Build and manage relationships with executive stakeholders (Executive Director/VP/C level).
• Understand and align with the strategic roadmap of health systems, and assist in designing a 2-3 year strategy for Prominence’s role within it.
• Conduct quarterly strategic solutioning sessions with internal SMEs and customer decision-makers.
• Value Delivery and Trust Building:
• Quickly learn Prominence’s solution offerings, capabilities, and the alignment of our internal SME’s to each 
• Learn and develop the ability to explain in depth Prominence’s methodologies and services
• Join weekly and monthly status reports to stay updated on customer culture, active projects, changing priorities, and challenges.
• Proactively identify opportunities for Prominence to solve challenges that your customers are experiencing, create a value proposition for solving those challenges, and present those solutions to your customers. 
• Consistently share best practices and success stories from other customers.
• Identify value and support and services to build trust and demonstrate commitment.
• Revenue Growth:
• Identify and pursue cross-sell and upsell opportunities, managing pricing, SOW creation, and Salesforce management.
• Respond effectively to RFPs to secure new business opportunities.
• Maintain a pulse on all ongoing Prominence projects to identify and mitigate risks proactively.
• Performance and Escalation Management:
• Set up and lead customer-facing quarterly business reviews, including at least one onsite annually.
• Serve as a point of escalation for critical project issues, intervening only when necessary.
• Ensure high KLAS rankings and secure strong customer references through exceptional service delivery.
• Align with Prominence policies and ensure that we’re collecting an NPS score for every customer.

Qualifications

• Extensive experience in customer success, account management, or a related field within the healthcare IT industry.
• Deep experience in delivering services to Healthcare Providers, preferably in a tech-enabled delivery methodology.
• Proven track record of managing executive relationships and driving revenue growth through strategic account management.
• Deep understanding of healthcare systems, data analytics, and Epic’s EHR.
• Exceptional problem-solving skills and the ability to develop creative solutions to complex challenges.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• Strong organizational skills and the ability to manage multiple priorities and stakeholders.
• Willingness to travel for onsite meetings and business reviews as needed.

Why Join Us?

• Be part of a team that is transforming healthcare through innovative data solutions.
• Work in a collaborative environment that values creativity and initiative.
• Enjoy opportunities for professional growth and development.
• Contribute to a mission-driven organization that makes a meaningful impact on healthcare organizations nationwide.

If you are a strategic thinker with a passion for healthcare IT and a proven ability to drive customer success, we invite you to apply for this exciting opportunity.

Prominence is dedicated to hiring the best and brightest minds in healthcare and maintaining a culture that rewards our employees for following their passion. We are excited to offer the following benefits for this position:

• Competitive Salaried and Hybrid Compensation Plans
• Health Care Plan (Medical, HSAs, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Dependent & Health Savings Accounts
• Short Term & Long Term Disability
• Paid Time Off (Vacation/Sick & Public Holidays)
• Training & Development Fund
• Technology Stipends (for Qualifying Roles)
• Work From Home
• Charitable Giving to Causes You Believe In

Employment Eligibility

Must be legally authorized to work in the United States without sponsorship.

Commitment to Equal Opportunity

The world’s most talented professionals come from every background. All applicants will be considered for employment without attention to age, race, color, religion, gender identity and/or expression, sexual orientation, national origin, marital status, veteran or disability status, or any other characteristic protected by law. In addition, Prominence will provide reasonable accommodations for qualified individuals with disabilities. If you are smart and good at what you do, come as you are. All qualified candidates are encouraged to apply.

Partnership Eligibility

Our partnerships are extremely important to us. This online application is not intended for anyone who is currently under a non-compete agreement or has an arrangement that precludes employment at Prominence. We appreciate your help in respecting our partners.

Interested in learning more? Apply below to connect with our Talent team about immediate openings and future consulting projects.