Chief Client Officer

ROLE OVERVIEW

HealthVerity is building the connected data infrastructure healthcare and life sciences need to move faster from insight to action, with the ambition to be the definitive source of truth for real-world data. Winning that position depends on more than best-in-class data. It depends on clients experiencing HealthVerity as the most reliable, responsive partner in the market, with a flawless experience from the first conversation through years of renewal.

This role leads the operating system for that promise. As Chief Client Officer you will connect what we sell, what we deliver and how clients experience us into one engine that delivers on every promise and keeps getting faster, sharper and more efficient.  You will lead the teams that partner with sales from the earliest deal conversations through close, deliver data that is accurate, on time and trustworthy at scale and elevate the flawless client experience that turns first contracts into lasting partnerships.

Reporting to the CEO and serving on the executive team, you will lead talented teams who already deliver for clients every day, and bring the client experience expertise, operating discipline and drive to put AI to work across client services and delivery.  It is one of the most important roles in HealthVerity's next chapter, the leader who turns our data advantage into a client experience advantage that sets HealthVerity apart in the market.

KEY RESPONSIBILITIES

Run the operating system for the business

• Run and continually strengthen the operating model and rhythm that connects pre-sales, consulting, delivery and post-sales teams into one business, bringing HealthVerity's and Symphony Health's operations together.
• Raise the standards, SLAs and escalation paths for the client services and delivery organization that make excellent execution the default, while improving efficiency and cost to serve.
• Use clear metrics, planning and forecasting to run the business with foresight, spotting issues early and keeping teams focused on the priorities that matter most.
• Own and drive the results that matter most to clients, including NPS/CSAT, time-to-value, on-time delivery and quality, and lead the performance conversation with the CEO, executive team and board.

Deliver data and answers clients can count on

• Own the outcomes of data delivery across every client segment, driving on-time, accurate, high-quality delivery and the revenue predictability it creates.
• Bring the technical knowledge to lead and enable the teams who build and run delivery, guiding decisions on approach, staffing and tooling and driving measurable gains in quality and reliability, with fewer errors, less rework and more on-time delivery.
• Partner with product management leadership to accelerate and streamline data and analytic product innovation and delivery.
• Make data reliability and quality a company-wide standard, partnering with the Chief Technology Officer, product management and compliance leaders on the governance and controls that earn client trust.

Win alongside sales

• Partner with the Chief Commercial Officer to shape how HealthVerity wins, bringing delivery and client insight into pricing, deal structure and go-to-market strategy so the client experience is a reason clients choose HealthVerity.
• Ensure pre-sales support is engaged from the earliest deal conversations through close, so every client's experience starts with fast, knowledgeable answers and commitments HealthVerity can deliver with confidence.
• Serve as the senior voice of client services in strategic and enterprise deals, bringing the client's perspective to scope, timelines and structure before contracts are signed so the first delivery is accurate, on time and exactly what the client expected.

Elevate a flawless client experience that drives retention and expansion

• Own the end-to-end client experience from onboarding through renewal and expansion, with an unwavering focus on making every interaction fast, accurate and exceptional.
• Drive client satisfaction, account health, retention and growth, and set the vision and standards for an experience that makes HealthVerity the data partner competitors are measured against.
• Ensure every client question gets a fast, knowledgeable and complete answer, with the support model and responsiveness standards that make clients feel well served at every step.
• Use client feedback and delivery data to build on what clients value most and address friction early, so clients experience HealthVerity as easy to work with and consistently ahead of their needs.

Modernize the business through AI and automation

• Partner with the Chief Technology Officer to set the roadmap and investment priorities for using AI and automation to reimagine the analytic and data production process, speeding delivery and raising quality.
• Equip the team with the processes, tools and AI that let them do their best work, spending more of their time on the high-value work where their expertise matters most.

Lead and grow the organization 

• Serve as a member of the executive leadership team, contributing to company strategy and the decisions that shape HealthVerity's success.
• Lead a multi-layered organization across pre-sales support, consulting, data delivery and post-sales client success, developing senior leaders who grow stronger under your guidance.
• Strengthen a culture of operational excellence, technical rigor and a relentless focus on the client.
• Inspire and enable a team that is adaptable, open-minded and eager to put AI and new tools to work, making experimentation and continuous improvement part of how the work gets done.

QUALIFICATIONS

Required

• 15+ years leading client services, delivery or client operations, including time as a member of an executive or senior leadership team that shaped company strategy.
• Exceptional operating management skills, with a record of running complex cross-functional operations through clear metrics, planning and accountability and delivering consistently strong results.
• An unwavering focus on exceptional client experience, with a record of designing and running experiences that drive retention and expansion.
• Demonstrated experience delivering data at scale, with a passion for data reliability and quality and the technical knowledge to lead and enable technical teams, guiding decisions on delivery approach, staffing and tooling.
• Hands-on experience across the full journey from pre-sales to delivery, partnering with sales to make sure what gets sold can be delivered.
• Experience leading leaders at scale across multiple functions, developing senior talent and building a culture of operational excellence.
• Flexible and adaptable, with experience leading a business through growth and change and evolving the organization as needs shift.
• A conviction that AI is core to how delivery should run, with a record of using process improvement and automation to remove manual work and raise quality at scale.
• Strong executive presence, with experience presenting to a CEO, executive team and board.

Preferred

• Experience leading a delivery or client organization through a merger or acquisition integration.
• Experience putting AI-enabled tools to work inside a delivery or operations organization.

Base salary for the role is commensurate with experience and can range between $360,000 - 440,000 + annual bonus opportunity.