VP, Enterprise Implementations & Customer Success - REMOTE

Responsibilities

• Drive the vision, design, and long-term strategic leadership of Prime’s implementation strategy; own Prime’s solution product offerings and shape the portfolio roadmap
• Act as a strategic advisor to clients, aligning technical capabilities with their growth strategies and regulatory environments; lead solution consulting, pre-sales, and thought leadership initiatives to support business development and deepen client relationships
• Build and develop a high-performing and distributed team of operational and technical experts and product strategists to align Voice of the Customer (VoC) insights internally to technical product solutions and externally to Prime’s value proposition
• Promote a design-led, agile approach to implementations with a strong focus on user experience and outcome-driven metrics; champion the application of generative Artificial Intelligence (AI), AI governance frameworks and emerging technologies to create competitive, compliant and scalable offerings to clients and members
• Provide dynamic leadership and proactive direction to the operations organization, including technology, and internal stakeholders including clear expectations, accountability, and authority, ensuring a high level of performance, productivity, and engagement
• Manage through a matrixed leadership team the development of strategies and tactics that establish and drive ongoing customer advocacy, process improvement and increase in implementation and customer success metrics (e.g., client retention, member, client satisfaction)
• Establish a credible and influential position with Prime’s Executive Leadership Team (ELT); collaborate with ELT to reach a shared vision regarding technology implementation and customer success, and align the development of the function and respective resources with product development and business growth objectives
• Develop strong working relationships across enterprise leadership and foster an environment of collaboration and leverage internal and external partnerships to effectively represent the work to senior client executives and the Board of Directors (BOD)
• Other duties as assigned

Minimum Qualifications

• Bachelor’s degree in Computer Science, IT, Business Management or relevant field
• 15 years of work experience in Operations, Sales or Information Technology
• 5 years of experience in a client or customer facing role
• 5 years of experience in program and project management to include experience in the implementation of complex change initiatives and process improvement projects that generated measurable improvements in productivity and profitability
• 8 years of leadership/people management experience in a technology function or similar area for a Pharmacy Benefit Manager (PBM), health plan, or managed care organization
• Must be eligible to work in the United States without the need for work visa or residency sponsorship

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures

Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.