Customer Strategy & Operations

Candid Health•Denver, CO

14d•$95,000 - $140,000•Hybrid

About The Position

This role is part of the Customer Operations team, responsible for delivering valuable outcomes with and for customers. The model at Candid is one where a single, empowered individual is responsible for delivering outcomes with and for customers. This role, internally called “Valkyrie”, evolved from the necessity of integrating across all aspects required to help customers succeed, a model that has proven effective as the company has scaled. While specialized support teams exist, the Valkyrie remains the single-point owner of customer outcomes, actively resisting a substance-light CSM role. Success requires operating at both the lowest tactical level (e.g., iterating on prompts for agent phone calls, debugging EDI rejections, mapping fields) and zooming out to shape strategic account direction. The ideal candidate is a low-ego, high-slope generalist who is resourceful, value-focused, and proactive in addressing unowned space, customer problems, or product opportunities.

Requirements

1-3 years of experience
Demonstrated track record of expansively owning and driving key business outcomes on high-performing teams.
Ability to maintain a high quality bar while understanding when "done is better than perfect" and which corners are okay to cut.
Systems thinker who instinctively maps out dependencies and understands how early configuration choices impact long-term customer success.
Enjoy identifying problems and designing product features to address them.
Willingness to roll up sleeves and get the work done.
Track record of scaling processes and operations.
Clear and concise communicator, able to explain complicated ideas in simple terms, both in-person and in writing.

Nice To Haves

Experience in healthcare technology and/or healthcare financial services

Responsibilities

Own a portfolio of current customers and ensure they achieve world-class revenue cycle outcomes.
Be involved in scoping late-stage deals and helping to close them.
Own the implementation of new groups with Candid.
Optimize established accounts through deep-dive data analysis and workflow redesign.
Partner closely with Engineering, Product, and Design colleagues.
Work directly with customers to understand their challenges (e.g., root causing denials issues, digging into workflow gaps).
Develop solutions cross-functionally with other internal teams at Candid.
Maximize the value Candid delivers for customers, ensuring a higher portion of claims get paid, more quickly, and with less effort.
Develop intuition around customer pain points and devise creative solutions.
Own significant business outcomes and drive key metrics, including minimizing "time-to-live" for new partners and maximizing collection rates for existing ones.
Perform analysis on claims metrics to identify root causes of customer issues and provide data-informed recommendations.
Own the end-to-end implementation roadmap for new customers, ensuring a seamless platform launch and driving the conversion of contracted ARR into recognized revenue.
Develop operational solutions (e.g., workflow (re-)design) and/or product-oriented solutions (e.g., automation of manual workflows).
Lead deep-dive discovery sessions to navigate complex workflow requirements.
Partner closely with Forward Engineering to translate customer needs into scalable product solutions.
Work closely with RCM, Customer Support, Product, Design, and Engineering teams to solve customer problems.
Play a critical role in shaping company culture.