VP Client Services NA

AGFA•Remote, OR

1d•Remote

About The Position

Reporting to the Chief Customer Officer of Agfa Healthcare North America and serving as a member of the NA Leadership Team, the VP of Client Services, North America will lead Agfa’s Healthcare IT Professional Services and Technical Support operations. This role will develop a well-focused Services solution-oriented strategy and value proposition that is competitive and best meets the customers’ need in todays’ marketplace. Ensuring day to day use of best practice operations and methodologies for all Services process to maximize results, including customer satisfaction, revenues, margins, response times, forecasts, utilization rates, organizational structure, profitability and KLAS Scores. Provide experienced leadership, direction and guidance all areas of Service. This individual is expected to ensure high-quality implementation and after sale support of Agfa IT products in North America. They will be a critical customer contact for the company’s largest US and Canadian accounts and partner with our VP of Sales to provide one Agfa solution throughout the customer life cycle. They will be an experienced leader and developer of highly effective professionals and managers with an ability inspire and motivate. The ability to work collaboratively across all business lanes within Agfa and one who drives positive cultural values through every interaction.

Requirements

BA Degree in Business, Applied Science, or other related field
10+ years of Sr. leadership experience in a HealthCare IT Implementation and Technical Support Function
PMP Certification and/or deep knowledge of driving complex Healthcare IT Projects
Proven understanding of After Sales Processes for Services
Knowledge of the North American Healthcare IT Marketplace, its main actors, trends and challenges
Prior demonstrated experience in driving organizational transformation
Proven experience in leading large multilayered organization and driving performance and high employee satisfaction at various levels
Track record of leading change through IT tools that drive productivity

Nice To Haves

MBA Preferred

Responsibilities

Drive services transformation to Develop a focused, solution-orientated strategy for Implementation and Support of our SaaS offerings to align with industry best practices in the North American market.
Partner with the Agfa Sales organization to develop and design strategic plans to drive customer satisfaction in the U.S. and Canadian markets.
Lead the Service organization to increase results and customer satisfaction through developing performance measurements on which to monitor progress against key metrics.
Manage the Support Services operationally via the following (not all inclusive): Proper implementation methodology, resolution times, MTTR, FCCR, ticket backlog, management of SLA compliance, competency and capacity management, minimize change requests.
Manage the Support Services business commercially: P&L management of the services revenue streams and margins for North America. Maximize the recurring support services business in terms of topline and margin growth; understand attrition, motivate renewals, add value on existing customer base, find opportunities to upsell, create additional value services, etc.
Manage all Third-Party partnerships to optimize performance and value.
Be a Change Agent through organizational communication and motivation to continuously improve the Implementation Service and Support Service processes: instill both customer satisfaction and financial accountability at the level of each service team member through strong process discipline of implementation, deployment and support.
Continuously stretch the organization in terms of development and certification.
Oversee the safe and effective installation, configuration and support of Agfa HealthCare products in accordance with manufacturer specifications that are governed by FDA and Health Canada Medical Device regulation.
Support and aid with correction activities for Medical Device that Agfa's Product Quality team and QARA determine are needed to resolve product recalls.
Demonstrated success in providing implementation and support services for emerging Healthcare IT products.
Partner with the Global Service Design and Transition team to initiate internal process and/or system improvement strategies that enable continued growth and the ability to better service clients.
Drive innovation through implementation of new technology and AI tools that aim to increase customer intimacy, productivity of the service teams, and automate customer facing data reporting.
Drive evolution of the customer success organization with vision to grow the account management function to drive not only customer success, revenue retention, but also upsell opportunity and building SaaS transformation strategy with customer key stakeholders.
Educate existing customers on new releases and products.
Work in tandem with the client’s senior leadership to align overall vision and action plans to the broader strategic objectives of the client services organization.
Develop and foster trusted relationships with Sales to execute on opportunities to expand Agfa’s product and services footprint, thus increasing revenue within the client base.
Collaborate with internal organizations (R&D, Product Marketing, Sales) to ensure that the functionality that is most important to clients is integrated into our future product and service offerings.
Set the strategy for necessary migrations of legacy clients to new and/or enhanced software.