Implementation Manager

It’s 2022, people. Health ‘benefits’ should be easy, accessible, and affordable.

We’re on a mission to support employees and transform their health care experience. We’re building an AI powered health success platform that is designed to support every employee with healthcare benefits, navigate their plans and optimize care.

Want to join our mission-driven team? Read on.

As the Implementation Manager, you will join as a partner to our employer & partnerships clients to provide them with an exceptional experience and to drive adoption of Healthee with their employees.

You will own, create and execute repeatable processes & tactics to provide our clients with a smooth onboarding experience, a seamless launch and a successful partnership which may include driving engagement through user training, webinars, developing resources and collaborating with our teams on email marketing.

You’ll report to the Director of Engagement & Implementation as a key member of the Client CX Team . You will work closely with cross-functional teams including Sales, Marketing, CSM, Product and Data to continuously improve the customer experience & journey, and achieve world-class customer satisfaction. We’re excited for you to work on the following:

• Own & continuously improve the customer experience & journey for our users & clients
• Develop repeatable processes & tactics to drive world-class customer satisfaction & user engagement
• Identify customer feedback from quantitative & qualitative feedback to drive product features and enhancements
• Collaborate with internal teams to build custom reports for clients

• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Work cross-functionally to ensure seamless onboarding experience and ontime launch for each client
• Preform user training onsite or virtually, as requested by the client
• Ensure success and engagement from client and users alike, post 30 days launching solution
• Provide data and insights to the clent that reflect retention goals and create strategies to improve satisfaction

Requirements

What we’re looking for:

• 3+ years of experience in a Client Success or Implementation role managing complex, strategic accounts
• Saas Experience (healthcare or health tech experience is a plus)
• Ability to own, lead & improve the customer journey from onboarding, through implementation.
• Ability to develop cross-functional relationships and establish critical feedback loops
• You feel at home leading external meetings which may include product trainings and QBRs with Senior Level Executives
• You have an aptitude for technology
• You have an eye for process improvement
• You thrive in an unstructured start-up environment (lack of process does not frustrate you)
• You’re a self-starter with an entrepreneurial mindset
• You love working with data
• You’re highly adaptable and like working in environments that are constantly changing

• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Stock Option Plan
• Salary $80-95K