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Vice President, Client Service


Overview & Job purpose

The Vice President of Client Services owns the entire post-sales client experience and is a key “face of the company,” ensuring seamless customer handoff from the Sales team and facilitating successful implementation, training, support, and relationship management. The Vice President, Client Services will serve as the organizational Leader for the four core functional areas (teams) of the Client Services organization: 

  • Customer Implementations 
  • Customer Training 
  • Customer Support  
  • Client Success (Account Management)

They are responsible for hiring, training and managing all personnel involved with implementations, training,  support, and account management of all Proficient Health products and services for all customers. Their role includes key interactions with the Company’s leadership team, assigned committees, and the Company’s Sales, Product, Development, and Finance teams. The Vice President, Client Services reports to the CEO.  

Essential Functions

  • Manage the four core Client Services teams, ensuring the timely and successful delivery of our solutions according to customer needs and objectives.  This includes but is not limited to the following tasks: 
    • Hire, train, and oversee managers and other personnel as needed for each team
    • Continually evaluate and enhance the practices of each team
    • Set goals for the overall organization and each team
    • Measure and track effectiveness of the Client Services organization and prepare analytical reports for key metrics 
    • Ensure consistent and effective customer communication is in place across all Proficient Health internal teams. 
  • Communicate with the Company’s leadership team, including liaising with cross-functional internal teams (e.g., in “Interlock” meetings of the Sales & Marketing, Product, and Development teams) to improve the entire customer experience.  Participate in committees as assigned.
  • Facilitate preparation of the annual budget for the Client Services organization in conjunction with the Finance team. Manage expenses within the approved budget.  Meet with the Finance team monthly to review actual results to date.
  • Meet with customers and potential customers as needed; serving as face of the company 

This description reflects the VP of Client Services’ essential job functions; it does not prescribe or restrict the tasks that may be assigned.  All employees may have other duties assigned at any time.

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