VP Client Services

About the role

The VP of Client Services, North America will lead Agfa’s Healthcare IT Professional Services and Technical Support operations. This role will develop a focused, solution-oriented strategy for Implementation and Support of our SaaS offerings to align with industry best practices in the North American market. Ensure day-to-day use of best practice operations and methodologies for all Services processes to maximize results, including customer satisfaction, revenues, margins, response times, forecasts, utilization rates, organizational structure, profitability and KLAS Scores.

Responsibilities

• Strategy & SaaS Transformation: Drive services transformation to align with industry best practices in the North American market. Partner with the Agfa Sales organization to develop and design strategic plans to drive customer satisfaction in the U.S. and Canadian markets.
• Results: Lead the Service organization to increase results and customer satisfaction through developing performance measurements on which to monitor progress against key metrics.
• Manage the Support Services operationally: Implement proper methodology, resolution times, MTTR, FCCR, ticket backlog, manage SLA compliance, competency and capacity management, minimize change requests.
• Manage the Support Services business commercially: P&L management of the services revenue streams and margins for North America. Maximize the recurring support services business in terms of topline and margin growth; understand attrition, motivate renewals, add value on existing customer base, find opportunities to upsell, create additional value services, etc.
• Manage all Third-Party partnerships to optimize performance and value.
• Leadership: Be a Change Agent through organizational communication and motivation to continuously improve the Implementation Service and Support Service processes: instill both customer satisfaction and financial accountability at the level of each service team member through strong process discipline of implementation, deployment and support. Continuously stretch the organization in terms of development and certification.
• Regulatory: Oversee the safe and effective installation, configuration and support of Agfa HealthCare products in accordance with manufacturer specifications that are governed by FDA and Health Canada Medical Device regulation. Support and aid with correction activities for Medical Device that Agfa's Product Quality team and QARA determine are needed to resolve product recalls.
• Go to Market & Innovative Tooling: Partner with the Global Service Design and Transition team to initiate internal process and/or system improvement strategies that enable continued growth and the ability to better service clients. Drive innovation through implementation of new technology and AI tools that aim to increase customer intimacy, productivity of the service teams, and automate customer facing data reporting.
• Service Account Management & Customer Success: Drive evolution of the customer success organization with vision to grow the account management function to drive not only customer success, revenue retention, but also upsell opportunity and building SaaS transformation strategy with customer key stakeholders. Educate existing customers on new releases and products. Work in tandem with the client’s senior leadership to align overall vision and action plans to the broader strategic objectives of the client services organization. Develop and foster trusted relationships with Sales to execute on opportunities to expand Agfa’s product and services footprint, thus increasing revenue within the client base.
• Product Development: Collaborate with internal organizations (R&D, Product Marketing, Sales) to ensure that the functionality that is most important to clients is integrated into our future product and service offerings. Set the strategy for necessary migrations of legacy clients to new and/or enhanced software.

Qualifications

• Bachelor’s Degree in Business, Applied Science, or other related field
• MBA Preferred
• 10+ years of Sr. leadership experience in a HealthCare IT Implementation and Technical Support Function
• PMP Certification and/or deep knowledge of driving complex Healthcare IT Projects
• Proven understanding of After Sales Processes for Services
• Knowledge of the North American Healthcare IT Marketplace, its main actors, trends and challenges
• Prior demonstrated experience in driving organizational transformation
• Proven experience in leading large multilayered organization and driving performance and high employee satisfaction at various levels
• Track record of leading change through IT tools that drive productivity

Benefits

Dynamic global organization with a history of innovation and strong product portfolio. Challenging environment combined with a supportive management structure. Career development and growth. Competitive salary and benefit package. Friendly work environment surrounded by dedicated and professional colleagues.

Company Information

Diversity and Inclusion: At Agfa, our mission is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.

Contact

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact agfahealthcarehrna@agfa.com.

Equal Opportunity Employer

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!