Log In
Sign Up
Overview
Position Overview:
The Senior Customer Partner will be responsible for customer satisfaction, retention, and growth of an assigned book of business and will operate as the day-to-day customer lead. This individual will execute the account strategy, cultivate partnerships and lead day-to-day operations of our clients, striving to maximize the impact and value of our digital health management solutions. This role sits within our Customer Success team and will collaborate closely with all teams within the organization to include; Sales, Product, Engineering, Data and Analytics, and Clinical teams to achieve growth goals.
About the product:
Our Wellframe product helps healthcare organizations support every aspect of health beyond the four walls of care delivery. We provide care transformation services, a patented engagement platform, clinical programs that support the clinical and social determinants of health, and rigorous measurement. Wellframe translates evidence-based, peer-reviewed guidelines and literature into an interactive daily checklist delivered to patients through the Wellframe mobile app. As patients engage with the Wellframe app, their data is shared in real time with their care team through the care team dashboard, which utilizes advanced algorithms to generate early intervention alerts. With secure two-way messaging, Wellframe facilitates long-term, trusted relationships between members and care teams.
What you bring:
• 10+ years of relevant experience building executive customer relationships and leading customer accounts in a Healthcare SaaS Company
• 5+ years of experience working with Health Plans
• Experience with Care Management Operations and Member Engagement
• Hands on experience with data analytics and visualization software such as Looker or Tableau. You must excel at utilizing data to “tell the story”
• Excellent communication, facilitation, and presentation skills
• Work style that reflects our Core Values of Tenacity, Collaboration, and Humility
• Passionate about helping clients succeed and fostering their individual and organizational advancement
• A team player who thrives in collaborative environments while being very results-driven
• Consulting experience is highly preferred
Your impact:
• Relationship Management
• Develop and maintain key operational and executive relationships
• Leverage external and internal relationships to execute on account plans and client roadmap to achieve growth goals, advocacy goals, etc.
• Account Strategy, Planning, and Execution
• Develop ongoing account plans in conjunction with Sales and CSO leadership to continually improve upon adoption, retention, and growth
• Lead customer strategy for implementation and ongoing execution
• Review feedback from clients to finetune, evolve, and deliver on improvement opportunities
• Lead strategic customer meetings to include; Quarterly Business Reviews, weekly and monthly Sr. Level Relationship meetings.
• Leveraging established methodologies, services, and other internal SMEs, provide consultative approach to foster organizational adoption and success: change management, staff and member adoption, with a vision and roadmap for iterative and future success and growth.
• People Management
• Mentor younger members of the customer success team
• Lead cross functional teams driving towards positive customer outcomes
HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.
Geographic Responsibility: REMOTE; adhering to EST Working Hours
Type of Employment: Full-time, permanent
Travel%: Up to 20%
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
#LI-Remote
