Partner Success Manager

Opportunity 

We are looking for a Partner Success Manager who is a self-starter energized by working with partners and building strong relationships both externally and internally to drive exceptional outcomes for our partners and members. In this role you will play a key role in driving partner goals, program utilization, and revenue expansion by ensuring engagement, success, retention, and growth of our partners and members. You should be a highly organized, customer-focused and a resourceful individual. This role will be a great fit for you if you are a doer who is passionate about making a difference, comfortable with ambiguity, and naturally collaborative.

Responsibilities 

Deliver Partner Value

• Establish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise partners and health plans
• Develop fluent understanding of Twin Health programs, implementation processes, growth marketing approach and clinical operations 
• Extensive experience navigating mid, large, and jumbo-sized employer partners
• Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall partner satisfaction 
• Consistently manage partner expectations
• Prepare and deliver metrics based on each partner’s goals in a consumable format that delivers actionable insights (regular meetings, business reviews, ROI)
• Identify partner challenges and risk areas, develop solutions, and execute proactively to avoid churn
• Convert “model” partners into Twin Health advocates, leveraging their success for references, case studies, etc

Drive Adoption

• Ensure partners and their members are utilizing key product features to maximize success
• Prepare, execute and participate in special events held for or hosted by partners
• Analyze data independently to discover insights to improve the partner experience 
• Prepare slide presentations and reports in a consumable partner format that delivers actionable insights
• Partner with Marketing to develop partner stories, case studies and partner references based on data driven results

Increase Revenue

• Manage the end-to-end renewal process for assigned partner portfolio 
• Identify and secure expansion opportunities with each partner in BoB
• Partner with sales to drive alignment for expansions and upsell opportunities
• Communicate internally potential risks that would threaten renewals
• Relevant experience and understanding of the US healthcare landscape, with a track record of engaging new business and building strong partnerships with partners in a new product/category/market environment

Lead Cross-functionally

• Manage partner issues/escalations and mobilize internal teams such as Implementation, Clinical, Product, and BD, to drive resolution
• Work cross-functionality with teams such as Clinical, Product, Marketing, Engineering and Executive teams to ensure partner/market feedback is shared for ongoing improvements
• Partner with Member Marketing to develop member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall partner satisfaction
• Entrepreneurial, unafraid to roll-up sleeves, get it done and “lead from the front” as necessary to deliver on partner needs; possesses a sense of urgency to drive results

Qualifications 

• 3-5 years experience driving repeatable partner satisfaction, delivery, and growth processes
• Extensive experience navigating within or delivering to mid to large sized partners
• Exceptional consultative ability
• Relevant experience and understanding of the US healthcare landscape, with a track record of engaging new business and building strong partnerships with partners in a new product/category/market environment
• Demonstrated, measurable success running partner renewal and expansion campaigns
• Compelling presentation/storytelling skills, to be assessed during recruiting process
• Strong interpersonal, relationship-building, listening skills with a natural, effective consultative style
• A sincere interest in your partners and co-workers
• The flexibility and agility to work cross-functionally in a fast-paced environment
• A strong result focus, with a passion for finding smarter, better ways to achieve goals
• The ability to influence change, and bring enthusiasm and excitement to the workplace
• Willingness and ability to travel as needed
• This remote opportunity is available to US based persons. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits  

The compensation range for this position is $90,000-$100,000 annually and is bonus eligible.  

In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan