Client Success and Implementation Manager

Welldoc Inc•Columbia, MD

1d•$100,000 - $130,000

About The Position

Welldoc is looking for an entrepreneurial individual to join their Client Success team. As a Client Success and Implementation Manager, you will be responsible for managing assigned strategic accounts and serve as a primary point of contact. You will be a trusted advisor, proactively identifying client needs, providing strategic guidance, and collaborating with internal teams to drive client satisfaction, adoption, retention, and growth. You will also be responsible for working directly with clients in implementing various projects.

Requirements

5+ years prior experience in a client facing role, managing enterprise level accounts
Proven experience working in a leadership role with healthcare organizations or in the digital health industry is highly preferred.
Experience managing SaaS solutions in the healthcare spacing, understanding integration points with health systems and health plans
Possess strong problem-solving skills and the ability to make sound decisions
Strategic thinker with strong creative instincts and judgment and a keen attention to detail
Excellent communication skills, both written and oral
Ability to coordinate and collaborate internal and external stakeholders across multiple workstreams
Self-starter who demonstrates initiative, thrives in a fast paced, collaborative work environment
Strong proficiency in Google Suite and MS Office including Word, Excel and PowerPoint
Familiarity with Salesforce and reporting tools e.g., PowerBI preferred
Superior organizational and time management skills
Prior experience working in ISO 13485 and MDSAP regulated and HITRUST compliant environments or will be trained to understand the requirements needed to work and support those requirements and culture as they relate to individual roles and responsibilities.

Nice To Haves

Proven experience working in a leadership role with healthcare organizations or in the digital health industry
Familiarity with Salesforce and reporting tools e.g., PowerBI

Responsibilities

Serve as a trusted advisor for the clients & strategic partner accounts.
Develop a solid understanding of company products and service capabilities.
Support strategies related to activation, engagement and desired outcome metrics and mitigate any risks to ensure the program objectives are met.
Work with Marketing & Engagement Manager to ensure timely delivery of customized engagement materials to the clients and retrieving client approvals.
Support Quarterly Business Reviews and follow up on any action items.
Guide client on Welldoc’s recommended best practices, to ensure their program success.
Create/Update the Account Dashboard to track program updates across workstreams.
Generate & follow up on client invoices when due.
Identifies service issue trends and collaborates with cross-functional teams to develop a plan of action for improvement.
Act as point of contact through the implementation process, managing the onboarding and implementation of assigned projects.
Work with Customer Care to seamlessly handle account transition.
Maintain appropriate project documentation for each account including meeting minutes.
Responsible for client satisfaction through the Account Management process.