Vice President, Medical Operations

We are excited to bring aboard an outstanding Vice President of Growth, who will be responsible for the strategic leadership and execution of sales and growth within enterprise accounts. This role focuses on developing a high-performance culture within the department, managing all initiatives around customer retention and growth, securing net new business, and maintaining velocity among all commercial account functions. By fostering strong relationships with partners, coaching the team, maintaining ROI through successful sales budget allocation, collaborating to implement data-driven strategies, and aligning deal opportunities to bring deals across the line, the VP of Growth will ensure Rendever’s product suite is leading the way in meeting the evolving needs of communities within our target verticals.

This role comes at an exciting junction, as the company has released two new products and continues to earn strong NRR across enterprise accounts. The pipeline is robust, team is operating smoothly, and industry is responding actively to our latest developments. Growth YTD has more than doubled in comparison to previous period. KPIs: YoY Growth Rate, Net Revenue Retention, Gross Revenue Retention

Key Responsibilities

Strategic Leadership

• Drive the strategic execution towards goals set forward for enterprise sales and growth. Most importantly, make sure the team is creating, nurturing, and moving deals to close in an efficient, value-driven process.
• Coach team members throughout the account management process, and ensure clear accountability is communicated to and embraced by direct reports to make sure the team owns their performance.
• Collaborate with cross-functional teams (Marketing, Product) to integrate lessons learned throughout the account management process to improve our ability to earn, retain, and grow customers.
• Establish, monitor, and regularly report on the department goals around net revenue retention, customer satisfaction, and Monthly Recurring Revenue (MRR) growth.

Customer Retention and Satisfaction

• Develop and implement comprehensive strategies that enhance partner satisfaction and loyalty, maintaining the company’s target net revenue retention rate each quarter.
• Oversee initiatives focused on increasing partner engagement with Rendever’s ecosystem, aiming for 70% monthly active usage.
• Lead the performance management and value coaching for high-touch, customized engagement plans for high-value accounts, adapting based on feedback and usage metrics, and additional product deployment opportunities.

Revenue Generation and Growth

• Maintain consistent presence within key channels that lead to deal opportunities, including industry events and LinkedIn networks. Leverage presence to open growth opportunities for team members and the company as a whole.
• Lead the team to identify and act on growth opportunities within the partner network through upselling, cross-selling, and expansion efforts to increase MRR.
• Drive execution of value-driven growth strategies, focusing on enterprise expansions.
• Utilize data insights to develop proactive strategies that unlock expansion potential across existing accounts. Collaborate with other teams to ensure real-time insights are serving a revenue enablement function.

Relationship Management

• Build and sustain executive-level relationships across partner organizations, fostering collaboration and regular engagement to uncover new opportunities.
• Conduct quarterly reviews and check-ins with enterprise accounts to maintain satisfaction and alignment with partner goals and needs.
• Act as the primary escalation point for complex partner issues, and work to provide resolution within a commercially reasonable timeframe.

Team Development and Leadership

• Lead, coach, and develop a high-performing account management team, setting clear performance expectations and providing ongoing support and development.
• Leverage other team members (especially leadership and product teams) to ensure coaching and development are possible without restricting the team’s progress towards growth.
• Conduct regular performance reviews, ensuring team members meet department standards and professional expectations/objectives.
• Identify team skill gaps based on competency matrix and recommend professional development opportunities to strengthen core competencies in presentation skills, objection handling, deal velocity, partner success, relationship management, data integrity, and data-driven decision-making.

Project Management and Reporting

• Maintain and utilize a transparent scoreboard to track the department’s most important KPI’s - focusing on MRR growth, net revenue retention, and key leading indicators relative to growth targets.
• Establish processes for accurate and timely CRM record-keeping, and the insights generated from those records; including, tracking partner activities, engagement metrics, and account status in HubSpot.
• Provide weekly updates to the CEO on key metrics, including customer satisfaction score, net revenue retention percentage.
• Support the delivery of monthly or quarterly reports to key customers and ensure that gaps/opportunities for operator groups are quickly identified and actioned towards enabling and influencing growth.

Requirements

Required

• Bachelor’s degree in Business, Marketing, or a related field, with at least 7+ years of experience in customer success or account management. 
• Minimum of 5 years in a senior leadership role, ideally within SaaS or customer experience-focused environments.
• Proven track record in developing and implementing strategies that enhance customer satisfaction and drive revenue growth.
• Strong data literacy, including the ability to interpret and apply analytics to customer retention and revenue generation efforts.

Demonstrable

• Leadership Development: Executive training on fostering high-performance teams and effective customer engagement strategies.
• Data-Driven Decision Making: Advanced training on interpreting and applying metrics to inform strategy.
• Client Retention Tactics: Workshops focused on creating customer-centric programs that enhance loyalty and satisfaction.
• Market and Industry Trends: Ongoing education on the senior living and healthcare industries, enabling proactive adaptation to client needs. 

Preferred

• Experience in the senior living, healthcare, or related fields.
• Expertise in using CRM tools (e.g., HubSpot) for tracking account management activities and data analysis.
• Background in SaaS sales, with a successful track record in launching, upselling and cross-selling to complex accounts.
• Demonstrated proficiency in immersive technology and its applications in healthcare or senior care is a plus.

Culture Fit

You're a good fit if you have…

• A high level of attention to detail when sticking to protocols
• A passion for helping the aging community, people with dementia, and caregivers
• A love for learning innovative technologies and teaching others how to use them
• A passion for working with autonomy and being thoroughly organized
• Comfort working with remote teams and a fast-paced startup culture
• Knowledge about the VR industry
• Fluency in English, it is the universal company language
• A positive & energetic personality

Team Culture & Values

• Proactivity, collaboration, and communication drive success.
• We thrive when we learn together.
• Our growth inspires positive change in the world of care.
• Results matter.

Why join the Rendever team?

Rendever’s award-winning platform is being used in senior living communities, hospitals, and hospice organizations, and with individual seniors across the US, UK, Canada, and Oceania. By joining our team, you will have an opportunity to work with exciting technologies that make a real difference in people’s lives. We’re an efficient and dedicated team, in a unique and exciting position where our industry support and adoption has hit significant strides. In order to accelerate this progress, we're bringing new talent and inspiration with roles across the organization.

Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Work From Home
• Stock Option Plan