VP Client Services NA (Remote, US)
WFA Digital Insight
The demand for skilled healthcare IT professionals has surged, with the global market expected to reach $400 billion by 2028. As a VP of Client Services, you'll be at the forefront of this growth, leading Agfa's North American operations and driving innovation in healthcare technology. With the rise of remote work, companies are looking for leaders who can manage distributed teams and drive results in a virtual environment. Agfa stands out for its commitment to delivering high-quality imaging IT solutions that transform the delivery of care. Before applying, candidates should be aware of the complex regulatory landscape and the need for strong leadership and communication skills to succeed in this role.
Job Description
About the Role
As a VP of Client Services NA, you will be responsible for leading Agfa's Healthcare IT Professional Services and Technical Support operations in North America. This role entails developing and implementing a services solution-oriented strategy that meets the evolving needs of customers in the healthcare industry. You will be a key member of the NA Leadership Team, reporting to the Chief Customer Officer of Agfa Healthcare North America.The successful candidate will have a deep understanding of the healthcare IT industry, with a strong focus on imaging IT solutions. You will be responsible for driving customer satisfaction, revenue growth, and profitability, while ensuring the delivery of high-quality services that meet the needs of Agfa's customers.
Agfa HealthCare is a division of the Agfa-Gevaert Group, a leading provider of imaging IT solutions that enable secure, effective, and sustainable imaging data management. Our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity, and deliver clinical value. As a VP of Client Services, you will be instrumental in driving the adoption of our solutions and ensuring that our customers achieve their clinical, operational, and business strategies.
What You Will Do
- Develop and implement a services solution-oriented strategy that meets the evolving needs of customers in the healthcare industry
- Lead the Service organization to increase customer satisfaction and revenue growth through the development of performance measurements and key metrics
- Manage the Support Services operationally, including implementation methodology, resolution times, MTTR, FCCR, ticket backlog, and SLA compliance
- Manage the Support Services commercially, including P&L management, revenue streams, and margins for North America
- Partner with the Agfa Sales organization to develop and design strategic plans that drive customer satisfaction in the U.S. and Canadian markets
- Provide experienced leadership, direction, and guidance to all areas of Service
- Develop and manage third-party partnerships to optimize performance and value
- Oversee the safe and effective installation, configuration, and support of Agfa HealthCare products in accordance with manufacturer specifications
- Drive services transformation to develop a focused, solution-orientated strategy for implementation and support of SaaS offerings
- Lead the organization in terms of development and certification, instilling both customer satisfaction and financial accountability at the level of each service team member
What We Are Looking For
- 10+ years of experience in healthcare IT, with a focus on imaging IT solutions
- Proven track record of leading high-performing teams and driving customer satisfaction and revenue growth
- Strong understanding of the healthcare industry, including trends, challenges, and opportunities
- Experience with SaaS offerings and services transformation
- Excellent leadership, communication, and interpersonal skills
- Ability to work collaboratively across all business lanes within Agfa
- Strong process discipline and ability to manage multiple priorities and projects
- Experience with P&L management, revenue streams, and margins
- Knowledge of regulatory requirements and industry standards
Nice to Have
- Experience with Agfa HealthCare products and solutions
- Familiarity with industry-specific regulations and standards, such as HIPAA
- Certification in healthcare IT or a related field
- Experience with project management methodologies and tools
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading provider of imaging IT solutions
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible work arrangements, including remote work options
- Access to cutting-edge technology and tools
- Recognition and reward programs for outstanding performance
- Comprehensive health and wellness benefits
- Generous paid time off and holidays
How to Stand Out
- Develop a strong understanding of the healthcare IT industry, including trends, challenges, and opportunities
- Highlight your experience with SaaS offerings and services transformation in your application and during interviews
- Emphasize your leadership and communication skills, as well as your ability to work collaboratively across all business lanes within Agfa
- Be prepared to discuss your experience with P&L management, revenue streams, and margins, as well as your knowledge of regulatory requirements and industry standards
- Showcase your ability to drive customer satisfaction and revenue growth, and provide examples of your accomplishments in these areas
- Research Agfa HealthCare and its products and solutions to demonstrate your interest and knowledge of the company and its mission
- Prepare to discuss your experience with project management methodologies and tools, and your ability to manage multiple priorities and projects
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