MRO Corporation

Build and lead client success across a large portfolio by unifying relationship management, improving retention, and delivering measurable value. | Requires 10+ years in client success or account management in healthcare technology, including 5+ years in leadership, plus a bachelor's degree. | Overview The Vice President of Client Success will build and lead the client success function for the Curation Solutions business unit. This is a new leadership role created to unify client relationship management, reduce client attrition, and ensure that every client in a $150M+ portfolio realizes measurable value from our solutions. Reporting to President, Curation Solutions, you will own the end-to-end client success lifecycle — from post-sales onboarding through ongoing value realization and retention. You will be accountable for gross revenue retention and for identifying growth opportunities for the Commercial team to drive up-sell and expansion. You will directly oversee the creation and management of the new Client Success function, as well as actively partner with cross-functional leaders across Clinical Services (Operations), Product, Implementation, Commercial, and Advisory to ensure alignment around a shared commitment to client outcomes. This role requires a leader who can simultaneously build the infrastructure of a modern client success organization (health scoring, tiered engagement models, escalation frameworks, playbooks) while personally engaging with the most strategic and at-risk clients. You will bring both the strategic vision to design the function and the operational discipline to execute against measurable retention and satisfaction targets. Responsibilities Client Success Strategy & Operations Design and implement a tiered client engagement model ensuring appropriate coverage and service levels from strategic ($2M+) through scale (<$100K) accounts.Establish proactive risk detection and intervention processes — replacing the current reactive approach with early-warning triggers and structured recovery playbooks for at-risk accounts. Create and implement a value realization methodology that equips the Client Success team to articulate partnership ROI to clients and counter cost/value perception challenges in QBRs and partner conversations. Drive adoption of client-facing technology platforms by ensuring appropriate processes and structures are in place (e.g., training and onboarding, demos, tech support and troubleshooting, voice-of-customer feedback, proactive roadmap updates, etc.) Own the risk & attrition management process end-to-end, including post-mortem analysis, root cause documentation, preventive action tracking,, and reporting to senior leadership. Establish playbooks that coordinate efforts across Product, Support, Commercial, Clinical Services, and Advisory efforts to ensure a consistent and holistic client experience Establish a client intelligence framework to ensure client needs and priorities are understood and reflected in Client Success activities Design and implement closed-loop feedback processes that translate client concerns and strategic goals into measurable action across Product, Operations, and Growth. Team Leadership & Development Directly manage and develop the Client Success team, establishing clear expectations for client coverage, touchpoint frequency, documentation, and escalation standards. Recruit, coach, and retain a high-performing client success team, including defining career progression for the client success team. Reduce individual performance variation by implementing standardized playbooks, templates, onboarding guides, and engagement protocols. Foster a culture of client advocacy within the team — serving as a neutral, trusted voice that bridges Commercial, Operations, and client interests. Cross-Functional Alignment Serve as the primary liaison between the Client Success function, Clinical and Commercial leadership, establishing a regular cadence for sharing delivery patterns, risk signals, and quality trends. Partner with commercial team on renewal strategy, expansion identification, and retention planning. Collaborate with Product and Marketing to represent the voice of the client, ensuring client feedback influences roadmap decisions and marketing messaging, and that product updates are proactively communicated to clients. Work with Implementation teams to design smooth handoff protocols that prevent post-implementation satisfaction gaps. Coordinate with Commercial and Finance on invoicing, billing, and pricing conversations that require client-facing sensitivity and context. Work with Commercial team to negotiate and execute renewals Executive Engagement & Reporting Personally own relationships with the most strategic and complex health system clients, including C-suite engagement and Executive Summits. Work with Clinical Services and Commercial leadership to design and implement refreshed Quarterly Business Reviews for Tier 1 accounts. Report to senior leadership on gross revenue retention, client health trends, NPS trajectory, churn risk, and corrective actions in progress. Represent the client success perspective in executive leadership meetings, M&A integration planning, and board-level discussions as needed. As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities — these may evolve right along with us! Qualifications Required Abilities, Education, and Skills 10+ years of progressive experience in client success, account management, or customer operations in B2B healthcare technology, health services, or clinical data management. 5+ years in a leadership role managing client-facing teams of 10+ people, with demonstrated success in reducing churn and improving net revenue retention. Deep experience working with health systems, hospital quality teams, or multi-facility healthcare organizations as clients or partners. Proven ability to build a client success function or significantly transform an existing one — including designing health scoring, tiered engagement models, escalation frameworks, and playbooks. Strong executive presence and comfort engaging C-suite stakeholders at large health systems. Analytical mindset with experience using data to drive client health decisions, identify risk patterns, and report on retention outcomes. Demonstrated ability to work cross-functionally across Commercial, Operations, Product, and Finance, with a track record of driving alignment on shared client outcomes. Excellent written and verbal communication skills. Bachelor’s degree or equivalent experience; MBA or advanced degree preferred. This position is fully remote within the United States and requires up to 25% travel. Preferred Abilities, Education, and Skills Background in clinical registry services, quality reporting, or outsourced healthcare data management. Familiarity with Salesforce and customer success platforms (e.g., Gainsight, Totango, ChurnZero, or similar). Familiarity with CMS quality programs, clinical registries, or hospital regulatory Experience managing through a platform migration or major product transition with an existing client base. Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan. Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity. Applicant Privacy Notice Pay Range USD $204,800.00 - USD $276,600.00 /Yr.

Lead an infrastructure services team, manage Microsoft 365 and identity platforms, coordinate vendors, and improve operational maturity and service lifecycles. | Requires a technical bachelor’s degree, at least five years in systems engineering or infrastructure services, three or more years of leadership, and strong Microsoft enterprise and IT service management experience. | Overview We are seeking a Systems Engineer, Manager to lead an application and infrastructure services team responsible for delivering, maintaining, documenting, and continuously improving enterprise services that enable business operations and software engineering teams. This role is focused on reliable delivery of shared technology services such as Microsoft 365, Active Directory, Entra ID, monitoring and observability, patch and vulnerability management, Azure AVD/VDI, certificate lifecycle processes, identity-related services, and other infrastructure service capabilities. The Manager is accountable for service delivery, operational maturity, application services stewardship, vendor coordination, documentation quality, utilization improvement, and stakeholder engagement across assigned enterprise technology services. This role maintains close working connectivity with infrastructure services and architecture teams to ensure service designs, standards, dependencies, and escalations align with enterprise infrastructure architecture. The role also partners with an operations to ensure day-to-day operations, analyst workflows, runbooks, monitoring responses, patching activities, and service requests are executed consistently and effectively. Responsibilities Lead, coach, and develop a team responsible for delivering enterprise infrastructure services, application services stewardship, service documentation, vendor coordination, operational improvement, and customer-focused support outcomes. Manage service delivery and lifecycle coordination for Microsoft 365, Active Directory, Entra ID, monitoring and observability platforms, patching services, Azure AVD/VDI, certificate lifecycle management, and related shared infrastructure services. Own the inventory and stewardship of third-party applications and software tools used by software engineering teams as components of company product solutions, ensuring current documentation, vendor ownership, version status, lifecycle information, support contacts, business owners, technical owners, and escalation paths are maintained. Develop and maintain practical knowledge of where and how assigned third-party applications, engineering tools, and infrastructure services are used within company software products, services, development workflows, integrations, and operational support models. Partner with software engineering, product, architecture, security, procurement, vendor management, service desk, operations, and business teams to align application services, engineering tools, infrastructure services, licensing, renewals, support models, and implementation priorities with business needs. Work with the core infrastructure team and architecture team to define service dependencies, architecture standards, technical handoffs, escalation paths, platform ownership boundaries, operational readiness expectations, and lifecycle plans for shared infrastructure services. Partner with the operations team to translate service standards into operational procedures, analyst runbooks, ticket workflows, monitoring responses, patching schedules, certificate renewal tasks, user-impact communications, and repeatable support practices. Drive utilization, feature adoption, process improvement, and value realization for software tool investments by understanding stakeholder needs, promoting available capabilities, identifying underused functionality, measuring adoption trends, and recommending optimization or rationalization opportunities. Maintain clear service documentation, application inventories, integration notes, ownership records, vendor contacts, support procedures, license and renewal details, upgrade plans, knowledge-base articles, and operational handoff materials. Coordinate infrastructure service changes, patching activities, upgrades, deployments, certificate renewals, access changes, monitoring improvements, and maintenance windows in accordance with change management, information security, and operational control practices. Track service performance, incident trends, recurring issues, adoption patterns, license utilization, application risk, vendor support performance, documentation gaps, lifecycle concerns, and improvement opportunities; provide clear updates and recommendations to leadership. Conduct regular one-on-one meetings, performance feedback, goal setting, staffing coordination, career development, and succession planning activities for direct reports. Model clear communication, accountability, sound judgment, urgency, security awareness, and customer-focused service when working with technical and non-technical stakeholders. Qualifications REQUIRED QUALIFICATIONS: Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field, or equivalent combination of education, technical experience, service management experience, and leadership experience. 5+ years of experience in systems engineering, infrastructure services, enterprise application services, technical service management, software tooling administration, or a related enterprise IT role. 3+ years of experience leading, managing, supervising, mentoring, or coordinating technical teams responsible for infrastructure services, application services, software tools, or operational support functions. Strong working knowledge of Microsoft 365, Active Directory, Entra ID, Windows Server services, identity lifecycle processes, access administration, group policy concepts, and service delivery practices for enterprise collaboration and identity services. Experience coordinating patching, monitoring, alerting, observability, certificate lifecycle management, Azure AVD/VDI services, endpoint or infrastructure service dependencies, operational readiness, and recurring maintenance processes. Experience managing inventories of third-party applications, engineering tools, SaaS platforms, or vendor-supported software, including ownership records, usage context, vendor contacts, support agreements, renewal timelines, version status, upgrade planning, and documentation requirements. Ability to understand and document how infrastructure services, third-party applications, software engineering tools, integrations, and vendor platforms support company products, services, development workflows, security requirements, and operational processes. Experience managing incident response, escalation coordination, change records, implementation planning, service requests, operational documentation, service catalogs, application inventories, and technical risk using IT service management platforms such as Jira Service Management. Experience using monitoring, reporting, analytics, utilization, or observability tools such as DataDog, SolarWinds, Azure Monitor, Microsoft 365 admin reporting, SaaS administration portals, or similar platforms to support service performance, adoption, incident response, capacity, and operational reporting. Ability to prioritize competing technical and operational demands, make sound decisions in production support situations, and communicate effectively with leadership, technical teams, vendors, and business stakeholders. Strong written and verbal communication skills, including the ability to present status, risks, architecture decisions, implementation plans, tradeoffs, and follow-up actions clearly and professionally. Demonstrated ability to develop team members, improve engineering practices, reinforce accountability, manage technical debt, and sustain reliable service delivery in a fast-paced environment. PREFERRED QUALIFICATIONS: Experience leading distributed or remote teams delivering enterprise infrastructure services, application services, collaboration platforms, identity services, engineering tools, or production support functions. Experience with identity, collaboration, and productivity platforms, including Microsoft 365, Active Directory, Entra ID, Okta, Exchange Online, Teams, SharePoint, OneDrive, group policy, privileged access, and account lifecycle processes. Experience with PowerShell or other scripting and automation tools used to support configuration management, reporting, evidence gathering, repeatable operational tasks, and infrastructure lifecycle activities. Experience supporting software asset management, vendor governance, tool rationalization, license optimization, application lifecycle planning, feature adoption campaigns, service catalogs, or technology value realization initiatives. Experience supporting regulated or compliance-driven environments with security, audit, access control, documentation, and evidence requirements. Relevant industry certifications such as Microsoft, Cisco, AWS, VMware, Nutanix, NetApp, Check Point, ITIL, or equivalent infrastructure, networking, cloud, security, or service management certifications. Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan. Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity. Applicant Privacy Notice Pay Range USD $121,000.00 - USD $164,000.00 /Yr.