Craneware

Compensation

Full Description

Vacancy Name Vice President Customer Partnership Company Craneware PLC Speciality Customer Management Category Permanent Location Country Office Location Home based - US Additional Locations Introduction to Craneware Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future. If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape. The Team As the Vice President, Customer Partnership, you will lead a high-performing regional team dedicated to supporting both RI and 340B customers. Your primary mission is to cultivate and strengthen long-term relationships with key customers, ensuring exceptional satisfaction, retention, and growth across your territory. You will drive value realization for customers through strategic engagement, solution adoption, and measurable business outcomes. In this pivotal leadership role, you will oversee a team, guiding them to deliver outstanding service and achieve ambitious retention and growth targets. You will design and execute customer engagement strategies, manage contract renewals and upsells, and serve as a key liaison between customers, sales leadership, and cross-functional teams. Your expertise will help shape the customer experience, drive operational excellence, and contribute to the continued success of The Craneware Group. You Will Be • Leading, mentoring, and developing a team of Customer Partnership Managers to achieve annual retention and growth objectives. • Fostering a culture of accountability, professional development, and succession planning within your team. • Monitoring and analyzing team KPIs, ensuring adherence to operational policies and delivery of service excellence. • Continuously improving processes, tools, and team knowledge to enhance efficiency and customer outcomes. • Ensuring rigorous use of CRM systems for analytics, documentation of renewals, customer interactions, and engagement activities. • Overseeing financial analysis and ROI assessments related to The Craneware Group’s solutions. • Successfully negotiating contract renewals and upsell services, collaborating with Sales and Legal as needed. • Representing The Craneware Group at industry events, maintaining expert knowledge of products, services, and market trends. • Reporting on market forces and account strategies, ensuring senior leadership is informed and risks are managed appropriately. • Partnering with Sales Leadership to build and grow a robust sales pipeline and implement targeted regional engagement strategies. • Collaborating on operational and renewal plans to achieve both regional and national sales initiatives. • Responding promptly to requests from executive leadership, including SVP, CCO, and others. You Will Bring • Bachelor’s degree preferred, or equivalent combination of education and relevant experience. • 10+ years of management or supervisory experience, ideally within hospital leadership, revenue cycle, or pharmacy programs. • Proven experience in sales or corporate management, with a deep understanding of hospital operations and financial environments. • Demonstrated ability to translate company strategy into actionable plans that drive team effectiveness, customer retention, and growth. • Strong leadership skills with a track record of building high-performing teams and cultivating customer relationships. • Disciplined approach to accountability, with a history of exceeding performance targets. • Passion for coaching, mentoring, and developing talent. • Exceptional interpersonal skills, with the ability to build relationships at all organizational levels and with external partners. • Strategic thinker with advanced problem-solving and planning abilities. • Expertise in US Hospital Patient Accounting Systems, Electronic Health Records, Revenue Cycle, Pharmacy Operations, Medicare/340B reimbursement, and industry regulations. • Deep knowledge of competitive products, market trends, and strategic sales processes. • Proficiency with CRM systems (preferably Microsoft CRM), Microsoft Office Suite, and data analytics. • Comfortable presenting to and communicating with executive-level stakeholders. • Willingness and ability to travel up to 50%, including extended periods as required.