Overview

St. Jude is where those with a passion for making a difference come to break new ground. Located in Memphis, Tennessee, the mission of St. Jude Children’s Research Hospital is to advance cures, and means of prevention, for pediatric catastrophic diseases through research and treatment. We are leading the way the world understands, treats and defeats childhood cancer and other life-threatening diseases. The Vice President of Client Services has the overall responsibility for delivering exemplary service and driving client satisfaction within an academic research institution and pediatric hospital with high expectations, whose mission is finding cures, saving children. The right candidate is a creative and innovative problem solver who is passionate about the client experience. One who can not only adapt but also drive change. One who builds credibility with clients, knows how to design and build processes that enables success, and uses best practice metrics to achieve service levels and continuously improve outcomes. This person understands what client success looks and feels like and is able to cultivate a culture of delivering the level of client satisfaction needed to obtain that success. They will be responsible for bringing strategic vision to lead our critical client-facing teams. The Vice President lives, supports, and champions St. Jude values and reports to the Senior Vice President Chief Information Officer. 

Responsibilities

• Own entire client success and support experience including responsibility for providing high-quality and timely client support within defined, measurable service levels, including 24/7 response and resolution within defined support tiers.
• Define and execute a clear strategy for bringing together multiple support teams across differing technological landscapes supporting multiple products and services into one, cohesive client services department
• Ensure all Information Services leaders have a clear understanding of the department’s vision and goals for client experience and success
• Serve as an active member of the Information Services leadership team, participating in all levels of user needs assessment, strategic planning, goal development and priority setting, resource utilization, continuous performance improvement activities,and project management
• Obtain a deep understanding of the St. Jude user communities, including their need and use of technology; associated risks and business impact; and opportunities for improvement
• Utilize innovative, integrated support channels to provide clients with highly effective, responsive support, and the highest standards of quality in all client interactions
• Manage escalation of critical client issues according to defined, consistent protocols, working closely with internal and external teams, including vendors as needed
• Build strong client relationships, addressing escalations and managing expectations, providing personalized client support where appropriate
• Hire, develop and mentor client services team members, building a culture of excellence and exceptional client experiences; establish a culture of accountability, respect, and collaborative teamwork
• Establish parameters and guidelines for client services success, including KPIs and external service level agreements
• Manage operational dashboard to track and monitor key service metrics; maintain a high-level view of all open client issues, and present regular updates on both open issues and executive summary of gap areas including action plans to address deficiencies
• Continuously improve processes and approaches for the benefit of our staff and clients; proactively solicit and incorporate internal and external feedback for process and experience improvement.
• Identify best practices for enabling self-service, reducing issue volumes, and other support priorities within the institution; collaborate with product and service owners to define solutions and ensure progress towards completion
• Be an ambassador for Information Services both internally and externally; consistently demonstrate St. Jude Values
• Excellent client satisfaction instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation
• Proven track record of working in a goal-oriented and self-directed environment
• Performs other related duties as assigned or directed in order to meet the goals and objectives of the department and institution
• Proven track record of customer-centric decision-making
• Understands the difference between a client insight-led approach and a relationship-driven service mentality to creating a superior client experience
• Maintains regular and predictable attendance

Minimum Education

Bachelor's degree required

Master's degree preferred

Minimum Experience

Ten (10) or more years progressive experience in customer-facing support and operational roles within an information technology or related field, including seven (7) or more years building and managing a operational services department required

Five (5) or more years client management consulting service experience is highly preferred

Experience managing diverse teams that vary in size, proximity, and skill level proficiency required

Knowledge of the workflow supporting the delivery and on-going support of technology within an organization is preferred

Ability to communicate effectively, both verbally and in writing, with employees, supervisors, users, staff members and a variety of vendors and guests is preferred

Ability to communicate technical issues and ideas to non-technical personnel is preferred

Ability to effectively manage, direct and motivate staff is preferred

Ability to manage partnerships, internal and external to Information Services, and swiftly adapt to changing needs is preferred

Knowledge of functional requirements for the Financial and Administrative Systems is preferred

Knowledge of present and emerging technologies is preferred

Ability to work on integrated project teams is preferred

Ability to organize, plan and carry out tasks in a timely manner is preferred

Excellent analytical skills including putting into data-driven insights into practice is preferred

Ability to work effectively with a wide range of users is preferred

Ability to adapt to changing requirements and to develop proficiency in new applications and tools required to meet the goals and objectives of Information Services is preferred

Ability and motivation to increase working knowledge of computer hardware and software is preferred

Ability to exercise good judgment in emergency or crisis situations is preferred

Required Credentials

 
Other Credentials

 
Other Information

St. Jude is an Equal Opportunity EmployerNo Search Firms:St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.COVID-19 vaccine:St. Jude Children’s Research Hospital has mandated the COVID-19 vaccine for all employees, excluding those with an approved medical or religious accommodation, as a condition of employment. 48743