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.

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