Head of Delivery and Customer Success

#
** Who We Are
** Verily is a subsidiary of Alphabet that is using a data-driven approach to change the way people manage their health and the way healthcare is delivered. Launched from Google X in 2015, our purpose is to bring the promise of precision health to everyone, every day. We are focused on generating and activating data from a variety of sources, including clinical, social, behavioral and the real world, to arrive at the best solutions for a person based on a comprehensive view of the evidence.

Our unique expertise and capabilities in technology, data science and healthcare enable the entire healthcare ecosystem to drive better health outcomes.#
** Description
* * Verily is seeking a visionary and results-oriented Head of Delivery and Customer Success to lead our post-sales customer-facing organization. Reporting to the Chief Revenue Officer, you will be responsible for the strategy, execution, and continuous improvement of our customer success and solutions delivery functions globally.

This pivotal role will oversee Delivery and User Success teams, ensuring exceptional customer and user experiences, driving customer and user retention and growth, and maximizing the value customers and their users realize from Verily's innovative solutions. You will be a key member of the leadership team, contributing to the overall commercial strategy and fostering a customer-centric culture across the organization.#
**** Responsibilities****
* **** Strategic Leadership:
**** Develop and implement a comprehensive customer success and solutions delivery strategy aligned with Verily’s business objectives and growth targets. Define key performance indicators (KPIs) and establish clear goals for each team.
* **** Team Leadership and Development:
**** Provide strong leadership, coaching, and mentorship to the Account Management and User Success teams. Foster a collaborative, high-performance culture focused on customer satisfaction and achieving measurable outcomes.
* **** Customer Journey Optimization:
**** Map and optimize the end-to-end customer journey, identifying opportunities to enhance engagement, drive adoption, and ensure customer value realization.
* **** Account Management Excellence:
**** Oversee the development and execution of strategic account plans to nurture strong relationships with key customers, drive renewals, identify expansion opportunities, and ensure customer satisfaction.
* **** User Success and Adoption:
**** Champion the development and delivery of effective onboarding, training, and ongoing support programs to maximize user adoption, engagement, and overall success with Verily’s products and services. Effectively manage and optimize a large onshore/offshore call center support vendor.
* ***
* Cross-functional Collaboration:

**** Collaborate closely with Sales, Product, Engineering, Marketing, and other internal teams to ensure a seamless customer experience, provide customer feedback to inform product development, and align on go-to-market strategies.
* **** Performance Monitoring and Reporting:
**** Establish and monitor key metrics related to customer satisfaction, retention, adoption, and value realization. Provide regular reports and insights to Verily's leadership team.
* **** Process Improvement and

Innovation:
**** Continuously evaluate and improve customer success and solutions delivery processes, leveraging best practices and innovative AI-first approaches to enhance efficiency and effectiveness.
* **** Budget Management:
**** Manage the budget for the Customer Success and Solutions Delivery organization, ensuring resources are allocated effectively to achieve strategic objectives.
* **** Risk Management and Escalation:
**** Proactively identify and mitigate potential risks to customer success, and effectively manage customer escalations to resolution.#
** Qualifications
*
* Minimum Qualifications:

* Bachelor's degree in a relevant field (e.g., Business Administration, Healthcare Management, Life Sciences).
* 15+ years of progressive experience in customer success, account management, solutions delivery, or a related field within the technology or healthcare industry.
* 10+ years of…