Job Description
Job Description
SUMMARY
As the VP of Client Services serving the Long Term Care industry, you will own the end-to-end customer success and implementation process for our innovative care-management platform. You’ll partner closely with nursing homes, assisted living communities, and home-health agencies to ensure seamless onboarding, ongoing support, and strategic expansion. In this hands-on role, you’ll work cross-functionally to advocate for our clients, gather real-world feedback, and help drive growth. You should be comfortable in a fast-paced startup environment, deeply curious about Long Term Care workflows and passionate about helping providers adopt technology that improves resident care and operational efficiency.
This is a work from home position, however it is located within commuting distance of Tampa, Florida only.
RESPONSIBILITIES
- Client Onboarding & Implementation
- Assist with new client implementation, review project timelines
- Configure our software modules to align with customer's policies, EHR integrations, and reporting requirements.
- Train end users via virtual sessions and on-site workshops; develop best-practice materials and guides
- Coordinate with Engineering to escalate technical issues
- Account Management & Relationship Building
- Serve as the primary point of contact for customer accounts
- Conduct regular check-ins to review client usage metrics, and identify opportunities for process optimization.
- Build strong, trust-based relationships with clients and understand each client’s KPIs.
- Proactively anticipate client needs and provide consultative guidance.
- Cross-Functional Collaboration
- Partner with Sales to identify upsell and expansion opportunities and participate in joint account planning sessions.
- Relay customer feedback and influence the product roadmap to better serve LTC workflows.
- Collaborate with Marketing to develop customer success stories and case studies
- Work with Customer Support to ensure tickets are resolved promptly
- Market & Industry Insight
- Stay current on Long Term Care trends and evolving technology standards
- Monitor and relay market intelligence
- Attend industry conferences and events as needed
- Reporting & Metrics
- Maintain accurate account data
- Provide weekly and monthly reports on account health
- Prepare quarterly business reviews for key strategic accounts
- Continuous Improvement & Ad Hoc Duties
- Document and refine standard operating procedures for client onboarding, support handoff, and escalation management
- Perform other duties as assigned including special projects such as pilot features
QUALIFICATIONS:
- Education & Experience
- Bachelor’s degree in Healthcare Administration, Nursing, or a related field AND 2+ years of experience in account management, customer success, or healthcare software implementation—preferably within Long Term Care or post-acute care environments.
- Demonstrated track record of managing complex implementations and delivering high client satisfaction in a SaaS or technology startup setting.
- Proven ability to drive renewals and expansions (upsells) within existing accounts, with experience meeting or exceeding revenue targets.
- Industry & Technical Knowledge
- Solid understanding of Long Term Care operations, including clinical charting, medication management workflows, staffing ratios, and regulatory compliance
- Familiarity with EHR/EMR integrations and common data exchange standards is a plus.
- Strong aptitude for learning new software platforms; able to demo client environments, troubleshoot configuration issues, and guide technical discussions.
- Skills & Abilities
- Exceptional verbal and written communication skills
- Excellent organizational skills with the ability to manage multiple account implementations simultaneously, setting clear priorities and milestones.
- Strong problem-solving mindset—able to diagnose client roadblocks (technical or operational), propose creative workarounds, and drive issues to resolution.
- Comfortable traveling up to 25% of the time to client sites, trade shows, and company offsites; valid driver’s license and willingness to support after-hours go-live events if needed.
- Highly collaborative team player who thrives in a fast-paced startup environment; able to pivot quickly when priorities change.
- Personal Attributes
- Entrepreneurial spirit with a relentless focus on client success and continuous improvement.
- Customer-centric attitude: empathetic listener who builds trust and champions the client’s point of view internally.
- Self-starter who takes initiative
- Must be able to maintain confidentiality of all client agreements and discussions
Why Join Us?
- Impact: Be an early member of a startup transforming care delivery in the Long Term Care sector.
- Growth: Direct influence on product strategy and the opportunity to scale a customer success function from the ground up.
- Culture: Collaborative, mission-driven team passionate about improving resident outcomes and easing caregiver burdens.
If you’re a relationship-oriented professional who understands the complexities of Long Term Care and thrives in a dynamic, software-driven environment, we’d love to hear from you. Apply today to help our clients deliver better care through technology.
Company DescriptionABOUT BLUE PURPOSE. Blue Purpose is a leading data software company focused on empowering Long Term Care nursing homes through innovative analytics and insights. Our platform, VIBE, helps facilities make data-driven decisions that improve care quality, compliance, and operational efficiency.
Company Description
ABOUT BLUE PURPOSE. Blue Purpose is a leading data software company focused on empowering Long Term Care nursing homes through innovative analytics and insights. Our platform, VIBE, helps facilities make data-driven decisions that improve care quality, compliance, and operational efficiency.