Senior Customer Success Manager
1 month ago
About the Company
Pear Suite's care navigation platform empowers staff to collect, visualize, understand, and act on social determinants of health data, enabling healthcare organizations to meet the social needs of their members and patients in a culturally sensitive, person-centered way.
Reports to : Chief Technology Officer
Essential Functions
The Implementation Manager will lead Pear Suite platform implementations from contract execution through go-live. The Implementation Manager will interact directly with leaders at healthcare systems, health plans, and community health organizations to define project vision and execute successful building, testing, training, and deployment. The Implementation Manager will also have opportunities to lead passion projects within Pear Suite, across people leadership, communications, and product management.
Essential Responsibilities
Own the implementation process from contract execution through go-liveDevelop and execute on expansion strategies for existing customersResolve and/or triage customer issues in a timely mannerDevelop tipsheets, recordings, and other customer enablement toolsOwn relationships with customer counterparts (e.g. community health directors, SDoH leaders, clinicians, etc.)Be accountable for translating customer feedback to actionable product roadmap ideaRequirements
Interest in serving individuals of diverse backgrounds, cultures, ages, and abilitiesExcellent written and verbal communication skills; comfortable communicating by video conference and phone with internal team and customersStrong computer skills; ability to learn and operate web-based systems effectivelyConfidentiality when dealing with sensitive matters, abiding by all HIPPA guidelinesHighly organized with attention to detailAble to maintain professionalism and flexibility in times of change and improvementEntrepreneurial spirit, interest in building and supporting new productsHave cultural humility, knowledge and awareness of community cultures and valuesQuick starter; you must enjoy creating processes and defining your own visionMinimum Qualifications
Bachelor's degree or equivalent2-3 years of healthcare, project management, or Customer Success experienceCustomer-centric, need to enjoy working with community-based organizations, healthcare systems, and payersEnglish language skills required; other languages a plusPreferred Qualifications
Master's degree in healthcare administration, public health, or business administrationHealthcare IT or clinical experience is ideal; will also consider management consulting backgrounds or non-traditional backgroundsExperience managing IT and other business initiativesKnowledge of the healthcare industry, value based care, Medicaid, and NCQA regulationsExperience leading integrations with different EHRs or CRM platforms
We are an Equal Opportunity Employer- We celebrate diversity and believe it is the key to creating vibrant, healthy communities We encourage applicants from all cultures, races, colors, religions, sexes, national or regional origins, ages, disability status, sexual orientation, gender identity, military, protected veteran status or other status protected by law.
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