VP, Client Support

OUTCOMES OPERATING INC•Orlando, FL

10h•Onsite

About The Position

The Vice President of Client Support is a senior executive leader responsible for defining and executing the enterprise-wide client support. This role owns the end-to-end client support experience across all Pharmacy Systems, Outcomes Platform and End-User Support of Patient Engagement Platforms, ensuring scalable, high-quality, strong client retention, and measurable business impact. As a key member of the leadership team, the VP partners closely with Product, Technology, Sales, Client Success, and Executive Leadership to ensure client feedback directly informs product roadmap decisions, operational priorities, and long-term growth strategy. This leader will manage resources globally for various products owned by Outcomes. The VP is accountable for transforming client support into a strategic differentiator that drives client loyalty, expansion, and long-term value realization.

Requirements

Executive-level leadership with the ability to influence across functions and at the C-suite level.
Deep expertise in client support leveraging ITIL v4, client success, or services leadership within healthcare or pharmacy technology.
Strong business acumen with experience linking support performance to revenue, retention, and growth.
Exceptional communication, negotiation, and stakeholder management skills.
Advanced understanding of pharmacy operations, workflows, and regulatory environments.
Proven experience with healthcare IT systems, data security, and compliance standards.
Expertise in CRM platforms, service management tools, analytics, and performance reporting.
Strong understanding of service lifecycle, SVS (Support Value Stream), and guiding principles. Optimizing activities (Plan, Improve, Engage, Design & Transition & Support) to create value.
Minimum years of work experience: 10+ years
Minimum level of education or education/experience: Masters or equivalent work experience in Healthcare Management, Information Technology, or related field required
ITIL 4 Certification (Foundation, Managing Professional, Strategic Leader).
Demonstrated success leading large, complex support organizations within healthcare, pharmacy technology, or regulated SaaS environments.
Proven ability to scale support operations in high-growth organizations.

Nice To Haves

MBA or advanced degree preferred or equivalent executive experience.

Responsibilities

Define and own the enterprise client support strategy for Outcome products, aligning support operations with corporate objectives, revenue growth, and client retention goals.
Serve as the executive sponsor for client support, representing the voice of the client at the leadership table.
Establish short- and long-term lifecycle for support scalability, organizational maturity, and support innovation.
Partner with executive leadership to drive decisions related to investment, staffing, tooling, and client experience transformation.
Oversee all client support operations, including tiered support models, escalations, incident management, and service delivery governance.
Define, monitor, and continuously improve enterprise SLM (Support Level Management), KPIs including CSAT, NPS, first-contact resolution, time to resolution, churn risk indicators, and SLA’s along with SLA adherence.
Lead continuous improvement initiatives to optimize processes, reduce friction, and increase operational efficiency at scale.
Establish standardized support frameworks that support growth across mid-market and enterprise clients.
Act as the executive escalation point for critical client issues, ensuring timely resolution and proactive communication.
Build and maintain trusted relationships with executive stakeholders at key client organizations.
Proactively identify risks to client satisfaction and retention, partnering with Sales and Client Success to mitigate churn and identify expansion opportunities.
Drive a proactive, value-based support model that helps clients maximize the ROI of their PMS investment.
Build, lead, and develop a high-performing, multi-level client support organization, including directors, managers, and individual contributors.
Set leadership expectations, succession planning, and talent development strategies.
Foster a culture of accountability, empathy, continuous learning, and operational excellence.
Champion employee engagement, retention, and leadership development within the support organization.
Partner with Product and Engineering leadership to ensure client insights, support trends, and incident data directly inform product enhancements and roadmap prioritization.
Drive adoption and optimization of CRM, ticketing, analytics, and support automation tools.
Ensure support processes align with healthcare IT best practices, data security standards, and regulatory requirements.
Utilizing specific practices like Change Enablement, Service Configuration Management, and IT Asset Management.
Lead initiatives to modernize support delivery through self-service, AI-enabled tools, and proactive monitoring.
Provide regular executive-level reporting on client support health, trends, risks, and opportunities.
Translate operational data into strategic insights and recommendations for executive leadership.
Collaborate closely with Sales, Marketing, Client Success, Product, and Technology teams to align on client needs and enterprise priorities.
Support go-to-market strategies by ensuring support readiness for new products, features, and client segments.

Benefits

Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource Groups
Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
401k Employer Match & Roth Option Available – immediate eligibility