Client Program Manager

1 week ago

Long Island, United States Conversa Health, Inc. Full time
Job DescriptionJob Description

Are you a dynamic, seasoned client professional who lives on Long Island, NY and who excels at managing clients and can also help cultivate a client management team by developing processes and best practices - and delivering solutions that scale? If so, this Client Program Manager role is for you. We are looking for someone who has experience managing all aspects of client relationships and who wants to join a dynamic team that is quickly scaling to transform care delivery with its market-leading automated virtual health platform.

In this position, you will need to bring passion as well as skills in relationship building, consulting, project management, business analysis, reporting, software lifecycle management, and scaling an organization. This position will require regular transportation to multiple locations primarily on Long Island but also to other sites across New York City.

Responsibilities:

  • Be the focal point for the client’s every need and become a trusted advisor with clients by deeply understanding their business and aligning their needs with our solutions
  • Track and monitor client status, identifying areas of concern, and pursue growth and upsell opportunities.
  • Drive the onboarding of new client accounts and ensure successful implementations as well as deep trusted relationships. • Write technical and functional requirements, when necessary, during implementation.
  • Act as client advocate while effectively collaborating with internal teams, including product management, content, engineering, growth, and finance.
  • Support the reporting and analytics needs of the client.
  • Build out client management processes internally and identify best practices. • Coordinate, execute, track, and deliver various customer projects from initiation through completion.
  • Identify and resolve operational and services related issues to ensure customer satisfaction. • Assess risks at the customer project level so as to develop and execute risk and contingency management plans as needed.
  • Inform senior management and clients on project status, schedules, and key issues on a regular basis. • Provide timely responses to all customer-driven performance inquiries.
  • Work with the growth team on contract renewals, extensions, and scope change activities. • Improve key aspects of the project lifecycle to creatively address complex problems.

Qualifications:

  • Bachelor’s degree
  • 7+ years experience in account management & client services organizations working with large clients, healthcare provider system clients preferred
  • Experience in healthcare, providing or supporting care to patients
  • Experience in communicating with senior business leaders
  • Experience with healthcare ROI models
  • Experience working in an organization that provides software as a service
  • Experience using Microsoft Office, Google applications, Jira, Confluence, project management tools Capabilities (skills or knowledge required for success):
  • Excellent written and verbal communication skills
  • Exceptional client relationship-building skills
  • Strong critical thinking and analysis skills with a passion for solving problems that have not been solved before
  • Strong project management skills
  • Ability to communicate well with people at all levels
  • Ability to work cross-functionally in a dynamic team environment
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Ability to visit client sites within the New York area but concentrated on Long Island multiple times a week
  • Ability to travel outside of the New York area occasionally

At Conversa, we’re hard at work developing, marketing, and implementing both our leading conversational care and communication technology as well as the processes and systems that support this future of care delivery and collaboration between providers and their patient users.

To help get us there, we’re cultivating a diverse and vibrant team that works together to change the way healthcare is delivered. As a rapidly growing company, we’ve embraced several core values that guide both our culture and team:

  • We care about people – the patients our chats are designed to help, the care team members who use our solutions, our partners who help bring our products to market, and most of all, our team members with whom we work. We strive to be empathetic and trusting, to understand and create space for the sharing of feelings and perspectives from others.
  • We are data-driven. We strive to make decisions based on the best available data. If data changes, we will be open to changing our perspective. We will always endeavor to collect and create the most rigorous data we can. We, similar to the best healthcare providers, are evidence-based.
  • We are passionate about improving the health & care of every person we can, and we are passionate about building a sustainable company that can impact the lives of as many people as possible. We are passionate about doing it with team members who share the same passion.
  • We strive to be proactive. Just like we are trying to move healthcare from being reactive to proactive, we value pushing things forward – solutions, ideas, the business, ourselves.
  • We are problem solvers. To be great problem solvers, we need to identify which are the important problems to solve and be creative, collaborative, and relentless until they are solved.

Bundled with our strong culture, we offer all Conversans competitive compensation, regardless of location, and a comprehensive benefits package including:

  • 401k plan
  • Medical, Dental, Vision benefits
  • Monthly Grubhub Stipend
  • Flexible* PTO
  • Paid parental leave
  • Fully Embrace Remote Teamwork
  • Career Development
  • MacBook Pro and hardware stipend to get you started
  • And more …

Whether it’s scaling our platform to handle millions of automated chats a day or designing a beautiful, frictionless, and delightful experience for patient users and their care team; Conversa has many unique and creative opportunities to impact the future of automated virtual care. Apply Today

 

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