Andgo Looking for VP of Customer Experience at Saskatoon, SK Full Time

The VP of Customer Experience will be responsible for the customer’s journey at every stage, from pre-contract to lifelong customer. Our customers require not only a great product but guidance through unique change management and configuration to help Andgo perform its very best at their organization. As a member of the Andgo Senior Leadership Team, you will be accountable for your KPIs and progress toward company goals.

This candidate thrives in a fast-paced environment and is highly adaptable to changing circumstances. You are a strong leader with experience growing high-performing teams, and you will bring best practices based on years of experience in software services and customer success. You have a proven track record of building and retaining customers and partners in high-growth situations.

What you bring to the team

• You are constantly growing, evolving, and improving
• You are a strong customer advocate with the ability and willingness to engage with the C-suite and all levels of stakeholders.
• The ability to lead, mentor, and grow high-performing teams.
• At the forefront of best practices in software services and customer success.
• A strategic perspective to strengthening customer relationships.
• Focus and intentionality around expanding customer accounts.
• The ability to thrive in an ambiguous environment under changing circumstances.

What you’ll be doing

Customer Experience & Strategy

• Owning the strategy for a customer’s journey with Andgo, from implementation through retention, growth, and advocacy
• Contributing to our strategic partnerships with third-party system integrators.
• Maximizing customer account value through healthy customer relationships and demonstration of Andgo’s value

• Oversee customer account management including revenue and forecasting
• Expert in the Andgo product and its value propositions for customers
• Traveling to visit key customers accordingly based on customer account strategies.

Operational Success

• Guiding customer operations to scale with Andgo’s growth plans, adapting for new customer segments, and fine-tuning the balance of service and support for customer excellence
• Oversee our customer operations teams, including customer success, implementation, and support services. Building the teams and processes to support each stage of the customer journey.
• Representing the voice of the customer within Andgo and inspiring the drive to help our customers succeed across all of our teams
• Introduce and reevaluate industry best practices and tools in Customer Experience to guide and empower our teams
• Guiding how Customer Operations interact with Sales, Product, and other functions of Andgo

Leadership

• Instill innovation and experimentation within teams, pushing boundaries of how we can support our customers
• Embody the Andgo core values and excellent leadership skills
• Mentor and grow our Team Leads within Customer Operations
• Represent the Customer Experience in Andgo’s Senior Leadership Team

The ideal candidate has

• 10+ years of Account Management or Customer Success experience in healthcare technology. SaaS strongly preferred
• Experience in a senior position managing and building customer-facing teams in a SaaS model with a technical solution.
• Experience directly servicing and growing enterprise and strategic accounts.
• A history of overcoming, guiding, and solving complicated customer challenges.
• Experience with healthcare best practices and processes, technology, and tools to help customer experience teams and their customers succeed.
• A track record of building and maintaining high-level C-suite and executive relationships.
• Passion for leading and coaching people, with 5+ years of experience directly managing a customer success or account management team.
• Experience working in an enterprise-scale IT software project management environment.
• Proven ability to navigate ambiguity and change in a dynamic environment.

Work with us!

• Remote-friendly Canada & US
• Comprehensive health & dental benefits
• Annual professional development allowance
• 4 weeks of paid vacation
• Flexible working hours
• 10% Time: work-related side projects of your choosing
• Great team members
• Opportunity to make an impact on healthcare

**If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.**

About Us

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

We believe that we, as a team, work best when we work closely together, and when ideas can be exchanged in an open and honest manner. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.

Andgo Culture

The culture at Andgo Systems is by D.E.S.I.G.N.

• Does the right thing. You solve the right problems at the right time, in the right way.
• Exhibits a growth mindset. You won’t hear the words ‘because we’ve always done it this way’ at Andgo. We’re a growing company filled with growing individuals. You are always looking for new solutions, open to change, and seeking knowledge.
• Shows Authentic Self. You contribute positively to Andgo’s culture. You support authenticity and fun in your workplace and community.
• Intelligence. Our team is built up of smart people who do good work. You create and elevate thoughtful, well-defined solutions when proposing ideas.
• Good people, helps first. You have a service-first mentality, whether it’s helping a co-worker or a customer, you add value to every interaction. You have answers before our customers have questions.
• No ego. You thrive in an environment with open and honest communications. No ego means you understand feedback is an important process of improvement and are willing to change your view when presented with new, different, or additional information.

These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.