Vice President/Director, OPO Relations

The Vice President/Director of OPO Account Management is responsible for overseeing the post-sale customer journey and business-related lifecycle, customer success (adoption, renewal, expansion), and ongoing support deliver optimal value to customers. This role requires a strategic, action-oriented leader capable of fostering long-term customer relationships and driving revenue growth through retention and expansion initiatives.

This position is REMOTE and can be based anywhere in the US.

Roles and Responsibilities

Customer Lifecycle Management:

• Oversee the customer journey through active and ongoing support of contractual and business-related aspects of the customer relationship.
• Identify and work to develop programs that expand services, drive customer adoption, satisfaction, and business value.
• Take lead towards proactively addressing business related account issues and resolve challenges collectively with NORA team members and departments.

Strategic Customer Relationship Management:

• Build and maintain strong relationships with customer decision-makers to foster loyalty and trust.
• Serve as the primary point of contact for key accounts, ensuring open communication and alignment on goals.
• Guide customers through contract renewals and ensure compliance with agreements.

Revenue Growth and Retention:

• Collaboratively develop strategies to drive revenue growth within the existing customer base through upselling and cross-selling opportunities.
• Achieve and surpass customer renewal and revenue expansion targets.
• Identify trends and insights within the book of business to inform strategic planning.

Operational Excellence:

• Actively be apprised of and assist NORA’s local and national operational leadership team regarding service delivery performance, planning and real time operational concerns / issues that arise.
• Assist in the preparation of documentation and training materials for successful new site launches.
• Maintain detailed customer data and analyze trends to identify areas for improvement.

Leadership and Collaboration:

• Act as a culture carrier, exemplifying NORA’s values with integrity and high character.
• Collaborate across departments to align goals and ensure a unified approach to customer success.

Qualifications:

• 10+ years of experience in Account Management or a senior role within an Organ Procurement Organization (OPO) or Transplant Center.
• Proven expertise in OPO/Transplant Center operations and a deep understanding of the transplant ecosystem.
• Demonstrated success in achieving and exceeding customer renewal and revenue growth targets.
• Strong executive presence with the ability to influence and engage customers, partners, and stakeholders at all levels.
• Data-driven decision-making skills with a proactive approach to assessing and implementing necessary changes for success.

This position is ideal for a leader who thrives in growth-stage environments, is highly collaborative, and possesses the strategic and operational acumen needed to drive meaningful customer outcomes.