Client Operations & Solutions Manager

Teladoc Health•Uniondale, NY

About The Position

Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives. Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens. Summary of Position As a Client Solutions Associate Manager, your role is focused on end-to-end solution delivery for client needs throughout the client lifecycle, including client onboarding and managing client change requests. This role requires the ability to be client-facing, bringing strategic insight and practical solutions to both internal and external partners. You will function as the subject matter expert on operational solutions delivery for clients and internal partners, specializing in client onboarding and managing client change requests. Depending on current needs, your role will involve analyzing, interpreting, and validating client requests, leading client onboarding, modifying client setups, executing on, collaborating with, and/or delegating tasks to downstream functional teams, and managing projects to ensure seamless execution. Your position will serve as the single source of accountability, ensuring that client needs are met efficiently and effectively ensuring contractual obligations and regulatory requirements are met. You will own solution delivery for multiple clients and projects simultaneously while working closely with teams across the organization. Core competencies required for success in this role include leadership, problem solving, project management, communication, organization, flexibility, attention to detail and process improvement.

Requirements

4 years minimum (preferred) of professional implementation and/or direct project management experience
3+ years preferred of client facing experience
Possess strong end to end operational knowledge to act as a subject matter expert for all operational client needs
Excellent interpersonal communication skills, communicating and working with clients and internal partners (Technical Data Teams, Sales, Marketing, Client Management, etc.); ability to communicate with both upper management and less experienced team members
A creative and solution-oriented mindset with excellent problem-solving skills, to understand and respond to new and diverse client and project needs
Experience with healthcare, health benefits, health and wellness, health plans or health systems
The ability to work effectively and efficiently across multiple projects and balance competing priorities cross-functionally
A metrics-driven approach, with the ability to set and track individual project metrics that are linked to company and team goals
The ability to identify needs, jump in, and work independently and be a team player to support larger team initiatives as needed
Keen attention to detail / strong technical understanding
Experience working with all levels within a client organization; from the strategic to the tactical
Experience leading meetings and presentations
Bachelor’s Degree from an accredited college/university
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Nice To Haves

PMP Certification is a plus, but not required
Multi-lingual is a plus (proficient in English)
Master’s Degree is a plus

Responsibilities

Analyze, interpret, and validate client requirements to plan for client solution delivery prior to collaborating with downstream functional teams.
Partner and build strong relationships with clients and cross functional teams to support operational changes throughout the client lifecycle.
Effectively convey diverse client needs internally, driving the resources needed for successful solution delivery.
Ability to explain technical concepts confidently to non-technical audiences; familiarity with healthcare terminology.
Presentation Skills: Lead meetings and conference calls with clients and internal partner teams
Mentor and coach team members to facilitate successful achievement of team goals
Lead and support projects that aim to improve the client lifecycle to achieve scalability and automation
Manage multiple projects simultaneously, assisting team to deliver on time
Use organization wide and departmental KPIs to drive prioritization and decision-making
Ensure client satisfaction through follow-up and thorough communication
Create and manage customer-specific materials and process artifacts
Execute on, collaborate with, and/or delegate tasks to downstream functional teams
Lead meetings and conference calls with clients and internal partner teams.
Lead, facilitate, coordinate, and track day-to-day activities required to ensure projects are completed on time, successfully, and in a manner consistent with organizational goals, departmental policies, and/or the standard terms and conditions of the client's contract.
Complete ownership on the execution of projects end to end, including discovery, analysis, solution planning and delivery with executive read outs and reporting throughout lifecycle of a project.