Deep 6 AI is a fast-growing tech startup headquartered in Los Angeles, California looking for talented, dynamic team members who want to help shape our groundbreaking artificial intelligence platform. This is a remote opportunity, and we have a significant number of team members in Chicago, Seattle, SF Bay Area, NYC and Nashville. 

We are transforming and accelerating clinical trials, to help get life-saving treatments to patients faster and accelerate innovation in healthcare. To that end, we build a cutting-edge software suite that connects all clinical research stakeholders, from research teams to treating physicians, patients, and study sponsors on a real-time, real-world data SaaS platform, powered by AI. 

We are looking for a Vice President of Client Engagement to ensure that Deep 6 builds long lasting, mutually valuable relationships with all its primary stakeholders, based on delivering significant customer value via consistently delightful interactions.

The outcomes of the customer success mission are strong user expansion and revenue growth at each and every client over time, with no churn, turning clients into evangelizers.

The Vice President of Client Engagement will build and lead a team of A-players to own and drive the entire customer experience cycle, from sales hand-off, implementation, training, adoption, value generation, growth, renewal, to external evangelization.

What You'll Do:

1. Build deep, valuable, long-lasting customer relationships to boost engagement, advocacy, and expansion at all required levels: from C-level to departmental users.

2. Track, model and deeply understand all client relationships, interactions, milestones and experiences via a Client Stakeholder matrix, Client Journey Map, and comprehensive Client Health dashboards through Sales, Implementation, Onboarding, Growth, and Advocacy stages.

3. Unify customer data to create a comprehensive 360-degree view of customers that is accessible to all team members.

4. Build a comprehensive Customer Experience program and playbook to delight and generate value for each client at each touchpoint with Deep 6 AI, to strengthen client relationships & engagement, detect and remedy gaps, and predict the path of current and future clients.

5. Maximize customer acquisition, retention, user & revenue growth, profitability, advocacy / external evangelization. Own client-centric KPI’s:

o Customer Retention Rate.

o Customer Lifetime Value (CLV): increase Gross Margins for each client P&L.

o Customer Satisfaction (CSAT) and Advocacy (NPS).

o Customer Advocacy: turn customers into active internal and external evangelizers for Deep 6 by building strong relationships, delivering consistently delightful interactions and measurable value throughout the entire customer journey. Work with internal and external marketing teams to produce compelling customer impact studies and stories.

6. Design, execute, and track client-specific success plans to boost operational and financial client KPIs.

7. Create and champion a customer-centered mindset and culture throughout all Deep 6 AI’s departments and functions.

8. Shape Deep 6 AI strategic action plans and OKRs to leverage the strength of the customer base as a competitive advantage and moat.

9. Develop cross-client success and value delivery plan for joint HCO – Life Sciences collaboration.

About You:

• High degree of empathy, high EQ, and exceptional relationship builder
• In-depth understanding of clinical research at HCOs.
• Exceptional communicator who can effectively manage and shape expectations from C-levels to individual users.
• Very strong project management skills and sense of ownership
• Creative problem solver who can think on her / his feet
• Proven success owning, building and leading an entire customer success and/or clinical research department
• Highly organized, can conceptualize complex issues, impose process and bring closure to issues
• Solid understanding of effective customer success strategies, techniques, processes and tools
• Intellect – advanced, reputable degree a +
• Invests in relationships with clients and colleagues
• High Integrity
• Enthusiasm & passion: positive mindset
• Mission- & values-driven
• Intellectually curious
• High standards à deliver to delight
• Seeking to continuously improve their work and themselves
• Puts results before ego / self-awareness.

Full remote or work in our Pasadena office 

Our Culture 

We are a very collaborative group that is inclusive, fun, and hard-working. We appreciate the value in diverse backgrounds and experiences so that we can create the best product through different perspectives and ideas. Deep 6 AI welcomes remote work and has fully-remote teams throughout the country; we strive to create an environment where you can do your best work in the environment and location that is best suited for each individual. As a member of our team, you can expect to work with intelligent, curious, and motivated peers who value and respect your perspectives. - Deep 6 AI is headquartered in Los Angeles and has a significant number of employees Chicago, Seattle, SF Bay Area, NYC and Nashville. 

Benefits 

In addition to competitive salary and a unique opportunity to thrive at a growing company, Deep 6 AI offers various formal benefits as well as a generous PTO plan which includes sick and vacation days, and as well as employer-paid medical (including a Health Savings Account with an employer contribution), Dental, Vision, and Life insurance. In addition, we're proud to offer Voluntary Life & AD&D, Short Term Disability, and Long-Term Disability coverage. A 401k plan is available, too. 

The above statements describe the general nature and level of work being performed in this job function. They're not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Deep 6.

At Deep 6, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Deep 6 is an equal opportunity employer.