SVP, Client Service NA

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).　

At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.　

From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

Agfa HealthCare North America is seeking an experienced Executive Leader of HealthCare IT Implementation, Support, and Customer Success. This candidate will have 10+ years of HealthCare IT experience in a strategic Leadership role. Strong experience with operational responsibility over a large region. Demonstrated ability to drive transformation within an organization and to develop and cultivate business relationships with executive-level clients.

Reporting to the Chief Customer Officer of Agfa Healthcare North America and serving as a member of the NA Leadership Team, the SVP of Client Services, North America, will lead Agfa’s Healthcare IT Professional Services and Technical Support operations. This role will develop a well-focused services-oriented strategy and value proposition that is competitive and best meets the customers’ needs in today’s marketplace. Ensuring 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.  Provide experienced leadership, direction, and guidance in all areas of Service. This individual is expected to ensure high-quality implementation and after-sales support of Agfa IT products in North America. They will be a critical customer contact for the company’s largest US and Canadian accounts and partner with our VP of Sales to provide one Agfa solution throughout the customer life cycle. They will be an experienced leader and developer of highly effective professionals and managers with the ability to inspire and motivate. The ability to work collaboratively across all business lanes within Agfa and one who drives positive cultural values through every interaction.  

Key Responsibilities Include:

• Strategy & SaaS transformation: Drive services transformation to develop a focused, solution-oriented strategy for the Implementation and Support of our SaaS offerings 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 via the following (not all inclusive): Proper implementation methodology, resolution times, MTTR, FCCR, ticket backlog, management of SLA compliance, competency and capacity management, and 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 regulations.  To support and aid with correction activities for Medical Devices that Agfa's Product Quality team and QARA determine are needed to resolve product recalls.

• Go to Market & Innovative tooling: Demonstrated success in providing implementation and support services for emerging Healthcare IT products.  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 the 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 the evolution of the customer success organization with a vision to grow the account management function to drive not only customer success, revenue retention, but also upsell opportunities and build a 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.  

Requirements:

• BA 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 a large mutli-layered organization and driving performance and high employee satisfaction at various levels.
• Track record of leading change through IT tools that drive productivity.

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!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.　
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.

At Agfa HealthCare, we are passionate about creating an inclusive workplace that promotes diversity of Age, Gender, Gender Identity or expression, Race, Sexual Orientation, Physical Ability, Ethnicity, or any other aspect that makes someone unique. The differences among us are our strengths. We are committed to promoting a diverse, equal and inclusive workplace that fully represents the different cultures, viewpoints and backgrounds of our global organization and the world we live in.

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