Banyan Medical Systems is looking for professionals in the healthcare field who can create, build, and manage the end-to-end journey for customers with a high emphasis on customer satisfaction and retention. 

Primary goals are to grow existing customer footprint, ensure customer is referenceable post implementation and to remain executive focal point for the customer supporting strategic goals, expansion, technology adoption and service needs.  You will be responsible for executive sponsorship of all projects and are responsible for ensuring customers achieve positive clinical and financial outcomes post implementation. 

Our customers should always be willing to recommend Banyan to their fellow colleagues.  You promote the Banyan brand and ensure our customers are adopting Banyan as an integral part of their overall solution.   You are proactive and you are a champion both internally and externally.  You also understand how to manage expectations and scope.   You will need to work closely with various stakeholders across the organization at all levels to effectively carry out responsibilities. 

Regular reporting on progress to senior leadership.   You will develop and maintain a detailed understanding of the business of assigned accounts including customers key initiatives and priorities.  You will analyze accounts, create strategic customer roadmaps, educate customers on Banyan new product/services roadmap demonstrating how our solutions are a match to solving business needs and ultimately are responsible for managing the long-term success of the customer. 

The ideal candidate must be energetic, have positive can-do attitude, organized, and possess excellent problem solving and communication skills.  You enjoy problem solving, removing roadblocks, and proactively managing strategic customer accounts.  You are a self-starter, have commanding executive presence, and can work independently with multiple customers.

Primary Responsibilities

VP, Client Experience:

• Ensure 100% client satisfaction and within budget

• Ability to manage enterprise accounts (multiple facilities within enterprise).
• ROI alignment from sales handover thru client review meetings
• Client sponsor working closely with Banyan C-Suite for client success
• Accountable for:
• Client Value Realization
• Implementing the Banyan Way/Follow the Model
• Effectively Turning Client into Sales Force (by expanding, referring, showcasing, etc.)
• Client/Banyan Divisional Liaison
• Responsible for monthly client meetings to gather specific quantitative and qualitative data and determine gaps and resolution
• Responsible for coordinating quarterly and annual client meetings
• Responsible for Reward and Recognition Tactics
• Honoring/recognizing RN teams with treats, etc.
• Account Expansion- Cultivate opportunities to grow new revenue and expand existing customer footprint
• Manage Customer Score Card & reporting: Minimum quarterly account reviews/wellness checks with customer “C” suite
• Establish, cultivate and enhance relationships at CXO level
• Prepares and hosts quarterly strategic customer business review
• Create revenue retention and renewal program – ensure 100% of customers remain under contract
• Responsible for having a deep understanding of customer business initiatives, overall goals and business needs to determine how Banyan can be part of their solutions. 
• Ensures customer success metrics are obtained

Experience:

• VP, Client Experience

• Minimum of 15+ years of experience in a sales, consulting or services leadership role  
• Critical thinker, organized, relationship oriented
• Healthcare industry experience; ie, clinical experience in acute hospital setting
• Demonstrated experience driving new bookings and maintaining existing revenue book of business
• Executive presence and strong interpersonal skills
• Demonstrate strong oral, written and verbal communication skills
• Excellent listener with an aptitude for problem solving and ability to synthesize complex issues
• Ability to influence positive outcomes
• Working knowledge of Microsoft office suite; ie, Powerpoint, Excel, Word
• Basic understanding of technology as it relates to systems and software.  Experience working with Healthcare IT systems preferred.