Client Success Operations Manager
: Job Details :

Pager Health CO, 1200 Pearl Street, Suite 314, Boulder, Colorado, United States of America ââ  Pager Health TN, 113 Seaboard Ln C 200, Franklin, Tennessee, United States of America ââ  Virtual Req #115Thursday, November 21, 2024Pager Health is a connected health platform company that enables healthcare enterprises to deliver high-engagement, intelligent health experiences for their patients, members, and teams through integrated technology, AI, and concierge services. Our solutions help people get the right care at the right time in the right place and stay healthy while simultaneously reducing system friction and fragmentation, powering engagement, and orchestrating the enterprise. Pager Health partners with leading payers, providers, and employers representing more than 28 million individuals across the United States and Latin America.We believe that healthcare should work for everyone. We believe that it's too important to be as cumbersome and difficult as it is. And we believe that there is a better way to deliver a simplified, more meaningful healthcare experience for all - one that we're determined to enable.Position Overview:The Client Success Operations Manager is a key contributor to the success of our health-tech organization, ensuring operational excellence and process optimization within the Client Success team. This individual will primarily focus on internal, process-driven initiatives while providing some client-facing support. The role requires a highly organized and detail-oriented professional who thrives on creating and enhancing processes to empower Client Account Executives to deliver exceptional client experiences.The Successful Individual in this role will possess these core competencies:Process Orientation: Ability to design, evaluate, and refine workflows for maximum efficiency and scalability.Collaboration: Works effectively with cross-functional teams and builds strong relationships with stakeholders.Analytical Thinking: Uses data-driven insights to inform decisions and solve problems.Project Management: Skilled at managing timelines, budgets, and resources to achieve program goals.Attention to Detail: Ensures accuracy and consistency in all operational processes and documentation.Adaptability: Thrives in a dynamic environment, adjusting priorities as needed to meet organizational objectives.Client Focus: Keeps client satisfaction at the forefront while maintaining internal process integrity.Enablement: Proactively engages with Product and Marketing teams to ensure AEs have proper tools to support growth initiatives.Responsibilities:Process Improvement and Operational Excellence:Design and implement efficient processes to streamline client account management, program delivery, and internal operations.Continuously evaluate current workflows, identify inefficiencies, and recommend improvements to enhance productivity and scalability.Maintain a big picture  view of all client programs and projects, ensuring alignment with company goals and client needs.Develop and maintain operational playbooks, tools, and resources to support Client Account Executives and the broader Client Success team.Program Design and Delivery:Evaluate and translate client business requirements into actionable plans, controlling scope, schedule, and budget.Partner with cross-functional teams (Product, IT, Implementation) to ensure program designs meet client needs and adhere to internal capabilities.Monitor and address the impact of product enhancements on existing client configurations, ensuring smooth transitions and effective training for team members.Support and Troubleshooting:Serve as the primary point of contact for troubleshooting operational issues related to client programs and internal processes.Provide guidance and training to Client Account Executives on operational tools, program configurations, and best practices.Oversee the master calendar for client program rollouts, ensuring all milestones and deadlines are met.Collaboration and Stakeholder Management:Work closely with Client Account Executives to understand their operational challenges and provide tailored support.Partner with senior leadership to develop and implement strategies that mitigate risks and ensure high-quality program delivery.Collaborate with Sales and Account teams to support new and expanded opportunities, including RFP responses and contract negotiations.Work with Product and Marketing teams to drive success for AEs (e.g., creating library of tools, etc.).Metrics and Reporting:Establish and track key performance indicators (KPIs) to measure the success of process improvements and operational initiatives.Create and present reports on program performance, operational efficiency, and client satisfaction to senior leadership.Requirements:Bachelor's degree in business, operations, or a related field.5+ years of experience in operations management, client success, or a related role, preferably in a health-tech or SaaS environment.Strong understanding of operational processes, project management principles, and workflow optimization.Experience with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.Proficiency in Salesforce, project management tools, and data analysis software, specifically Power BI.Exceptional communication skills, with the ability to collaborate across internal teams and external clients.Proven ability to manage multiple projects simultaneously in a fast-paced environment.Strong problem-solving and critical-thinking skills with a focus on delivering results.Why Work at Pager Health?At Pager Health, you will work alongside passionate, talented, and mission-driven professionals - people who are building scalable platforms, solving critical enterprise-level challenges in health tech, and providing concierge services to help individuals access the medical care and wellbeing programs they need.You will be encouraged to shape your job, stretch your skills, and drive the company's future. You will be part of a remote-first, dynamic, and tight-knit team that embraces the challenges and opportunities that come with being part of a growth company. Most importantly, you will be an industry innovator who is making a positive impact on people's lives.For Colorado, Nevada, New York, and Washington DC-based employment: In accordance with the Pay Transparency laws, the pay range for this position is $85,000 to $105,000. The compensation package may include stock options, plus a range of medical, dental, vision, financial, generous PTO, stipends for professional development, and wellness benefits. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. The range listed only applies to Colorado, Nevada, New York, and Washington DC.At Pager Health, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.#J-18808-Ljbffr