Customer Loyalty Manager

The Manager of Customer Loyalty will develop and implement customer retention strategies to increase loyalty and retain business. You will analyze retention data on an ongoing basis and ensure key trends, insights and opportunities are shared with cross-functional leaders to maximize the financial results for Tebra. You will also play a pivotal role in the contracting, renewal management and pricing strategy for Tebra’s customer base. This role will also oversee the loyalty team who is responsible for solving customer concerns, protecting revenue, and effectively managing renewals. 

• Build a scalable system for capturing customer feedback, analyzing retention trends, and surfacing those trends across the business.
• Partner with key stakeholders across Account Management, Sales, Product and Customer Success, to review retention insights and implement customer feedback into their roadmaps and process.
• Design, develop and implement a credit and discount strategy working closely with our Billing and Finance team.
• In partnership with our Pricing team, develop and implement customized pricing strategies for our Tebra customers
• Develop and implement a contracting and renewal strategy for all Tebra customers, protecting and securing revenue for the business.
• Partner with Loyalty leadership to develop and implement consistent and repeatable retention processes relatable to case tracking, churn reason documentation and embedding feedback into the voice of the customer program.
• Step in and lead highly escalated customer conversations.

• Minimum 4 years of management experience leading a customer facing function in customer service, account management or sales, and/or 4 years experience in a related program management or strategic go-to-market role. 
• Experience developing, implementing and executing operational strategies. This should include experience deploying pilot programs, measuring results and rolling out scalable solutions.
• Experience partnering with billing, finance and pricing departments to develop and deploy customer-facing strategies and solutions.
• This individual needs to be extremely results oriented, analytical, organized, an effective communicator and passionate about problem solving.
• Strong technical aptitude with ability to understand the Tebra platform and value proposition.
• Experience working with Salesforce, specifically reporting and dashboard management.
• Experience working with healthcare customers is a plus.

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

We get to know our customers - and their patients - and look at the world through their lens.

Healthcare is too complex. We aim to simplify it for everyone.

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

We are diverse, humble, and collaborative. We put the team first and win together.

Life is short and joy is underrated. We take time to have fun and celebrate success.

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

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