Sr. Partner Experience Manager

MISSION

Reimagine the Partner Experience role by finding new and interesting ways to make Alegeus the most efficient and scalable operating company in the industry. Help develop sustainable and transferable methods to eliminate redundancies and inefficiencies in the way we currently service customers in order to increase customer's depth of service understanding with stronger ability to self-service and reduce service issues.

RESPONSIBILITIES

Ticket Management/Monitoring:

• Ensure that 80% of assigned tickets are closed within five business days, except for certain project related ticket types.
• Monitor and maintain informational updates to client every three business days for tickets assigned to other workgroups, except for excluded ticket types (e.g., defects and enhancements).

Client Operational Health and Management:

• Drive client account statuses to be at least 80% green ongoing.
• Identify baselines for book for auto substantiation rate (e.g., 80%), CIP rate (e.g.,10%), card approval (e.g. > 90%), cards mailed SLA (e.g. w/i 3 days); and drive improvement month-over-month.
• Develop and deliver Release Plan Training to clients and post-Release checkout for 100% of clients for every Release.

Project Management and Driving Client-Facing Initiatives:

• Is a change agent, who consistently operates with a sense of urgency, persistence, level-headedness and is results oriented with a creative and analytical mind.
• Possesses strong negotiation skills to prioritize the client requests with the assigned technical staff, escalating when appropriate.
• Will develop and document high-level strategies for accomplishing specific project objectives.
• Will build client relationships, discuss delivery of services, improve communications, and set expectations by coordinating contract deliverables, and meeting and exceeding expectations by anticipating client's needs with a proactive approach.
• Will review and recommend changes to Business Process Flow as appropriate to maximize the efficiency of the Alegeus application and functionality.

Client Relationships:

• Focuses on establishing and maintaining positive client relationships from an operational perspective while managing the delivery of Alegeus services to clients designated for strategic high growth potential.
• Independently manages book of clients while also continuing to drive key client business initiatives in partnership with Alegeus. Independently manages/drives to resolution complex client escalations and/or service recovery and client stabilization projects.
• Provide strong mentorship and coaching as well as constructive feedback to non-Senior Experience Managers with goal of building organizational perspective and depth of knowledge of platform. Maintain active, ongoing participation in internal forums, steering committees, product discussions.
• Proactively identifies training needs and facilitates training projects across teams and if needed, across other departments.
• Has developed deep understanding of WCA capabilities, new features, and processes as well as strong understanding TPA/Health plan business models with respect to CDH industry; and, is considered a Subject Matter Expert for multiple BenAdmin, Alegeus and WCA/WCP related topics.

EDUCATION/EXPERIENCE

• Bachelor's degree or equivalent education and/or work experience.
• 2-5 years' experience in Client Service Delivery/Account Management role in a SaaS industry, with previous responsibility for developing deep understanding of software platform functionalities/configuration options to serve as a consultative partner to help clients execute efficient business processes and outcomes.
• 2-5 years' experience in the administration of Consumer Driven Health (CDH) accounts/Third Party Administrator (TPA) managed benefits/ or Health Plans, preferred.

ROLE-BASED COMPETENCIES

• Extremely organized with ability manage the customer lifecycle, starting from Enterprise Client onboarding, consistently communicating our values, early identification and resolution of risk factors, maximizing adoption and retention, and overall customer lifetime value.
• Proficient in MS Office programs, including Outlook, Word, Excel, Teams and Project.
• Outstanding interpersonal and communication skills with experience building rapport and trust quickly across department and levels within a matrixed organization.
• Ability to adjust communication style to match range of audience stakeholders- from C-suite to entry- level contacts to technical analysts.
• Able to work under pressure and manage multiple competing internal and external deadlines.
• High level of comfort working in a complex, highly nuanced, fast-paced environment.
• Willingness to travel when needed (varies with client assignment and could be up to 25%).

VALUES (the "How")

At Alegeus, equally important to the "What" (the individual performance goals that each employee commits to in support of the company's overall success) is the "How" (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also consider individual delivery on our corporate values:

• Care personally. We connect personally to our "why" - are passionate and purposeful
• Put the end-user first. When we put the end user first, we believe the rest falls into place
• Consistently challenges the status quo. We believe the best solutions haven't been discovered yet
• Practice the art of inspection. We will turn over every stone to gain deeper insight to guide our actions
• Solve the real problem. We will constantly orient on the true issue at hand and accurately and fully address

The above cited duties and responsibilities describe the general nature and level of work performed by an incumbent assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that a candidate may be expected or asked to perform.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

At Alegeus, being transparent about our compensation philosophy and approach is more than just a legal requirement. As our organization continues to grow and evolve, we have made a commitment to ensure that our compensation framework is equitable, data-driven, consistent, and unbiased, with allowable pay differences based on factors unique to each candidate (think: skills, experience, qualifications, etc.) in order to attract and retain a highly talented and committed workforce.

We are taking an "inside-out" approach to pay transparency by first educating our valued managers and internal workforce and then moving to publishing compensation ranges externally. In the interim, if you are a California, Colorado, Connecticut, Maryland, Nevada, New Jersey, New York, Ohio or Washington resident and this role is physically available in your state or classified as remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email identifying the title of the role you are interested in and the state you reside in to