Clinic Partnership Manager (Remote)

OKKO Health

1d•Remote

About The Position

The Clinic Partnership Manager is the primary relationship owner for OKKO Health’s USA clinic partners. This externally focused role is responsible for onboarding new clinics, managing ongoing account relationships, driving customer satisfaction, and identifying expansion opportunities across the ophthalmology and optometry clinic base. The role ensures every clinic partner has a seamless, high-quality experience from contract signature through to long-term success, acting as the single point of contact for clinician-facing queries, onboarding coordination, and commercial support. The Clinic Partnership Manager works closely with the Operations Associate, with this role owning the clinic relationship and customer experience, while the Operations Associate handles back-end operational machinery and third-party service provider oversight.

Requirements

Customer-facing experience: 4+ years in customer success, account management, partnership management, or similar client-facing roles
Relationship management: Proven ability to build and maintain trusted relationships with external stakeholders, particularly in B2B or healthcare settings
Communication skills: Excellent written and verbal communication; able to interact professionally with clinicians, practice managers, and internal teams
Commercial awareness: Comfortable discussing pricing, billing, and commercial value with customers
Organisational skills: Ability to manage multiple clinic relationships simultaneously without letting anything slip
Problem-solving: Proactive identification of customer issues and implementation of practical solutions
Independence: Self-motivated and able to work autonomously with minimal supervision
Adaptability: Comfortable with ambiguity and changing priorities in a scale-up environment

Nice To Haves

Experience in healthcare, healthtech, MedTech, or regulated industries
Familiarity with USA healthcare operations, insurance billing, or remote patient monitoring
Working knowledge of HubSpot CRM, Zendesk, or similar platforms
Understanding of US ophthalmology/optometry practice structures and RPM reimbursement
Experience supporting SaaS or B2B2C business models
Relationship-driven with a natural inclination to help customers succeed
Proactive and takes ownership of the clinic experience
Collaborative team player with strong stakeholder management skills
Resilient and maintains composure under pressure
Commitment to OKKO Health’s mission of improving patient care
Creative with a growth mindset and eagerness to learn

Responsibilities

Lead clinic onboarding end-to-end from contract signature through go-live, coordinating across clinical, technical, and commercial teams
Own the ongoing clinic relationship – serve as the primary point of contact for practice managers, billing teams, and clinical decision-makers within ophthalmology practices
Conduct regular check-ins and business reviews with clinic partners to ensure satisfaction, resolve issues, and identify growth opportunities
Manage scheduling, documentation preparation, and follow-up for all onboarding and account management activities
Navigate US provider dynamics – understand the role of practice managers, billing teams, and decision-making structures within ophthalmology and optometry practices
Hold accountability for the quality of customer service experienced by clinic partners
Manage customer enquiries via Zendesk, ensuring timely, high-quality responses during US business hours or establishing clear escalation paths
Monitor customer support performance – response times, resolution quality, and clinician satisfaction
Identify recurring issues and feed insights back to product, clinical, and operations teams
Maintain customer service documentation and standard operating procedures
Escalate complex issues to appropriate internal stakeholders
Keep HubSpot CRM accurate and current – clinic leads, deal stages, activity logging, contact information, and partnership status
Provide the commercial team with reliable pipeline visibility and partnership health reporting
Identify cross-sell and upsell opportunities within existing clinic partnerships
Recognise that US clinics are commercial customers with different expectations to UK NHS trusts and adapt engagement accordingly
Ensure billing processes run seamlessly – invoices raised on time, payments tracked, discrepancies resolved quickly
For US clinics: understand Remote Patient Monitoring reimbursement structures and how billing ties to clinical documentation and device usage thresholds
Interface with Finance on billing-related customer queries
Work closely with the Operations Associate to ensure smooth handoffs between clinic-facing activities and back-end operations
Coordinate with the commercial team on clinic partnership strategy and activities
Liaise with Clinical Operations on patient-related escalations that affect the clinic relationship
Support the Technical team with clinic-side system configuration and troubleshooting