Engagement Manager
Location: Boston, MA or Remote
The Engagement will be the strategic lead and point of contact on a small number of high-value customers
Responsibilities
- Own and lead selected, simultaneous customer engagements and manages customer expectations
- Partner with the business development (BD) team to lead the development of proposals, SOWs, and necessary contracts. Support the BD team with a focus on large enterprise customers
- Actively lead end to end pilots/proof-of-concepts with new potential clients including creating milestone-based plans to manage internal pilot delivery, managing client relationship, and creating necessary readouts and business case to convert to a production implementation
- Work through the post-sales lifecycle of a healthcare insurance client from SOW, production implementation, and post-implementation success to ensure clients are able to maximize value realized from their investment
- Partner with technical program managers (TPMs) to manage production implementation activities and oversee completion of deliverables, meeting milestones, and ensuring success. Responsible for customer satisfaction through the engagement cycle
- Demonstrate expertise in the health care and product domain to guide and lead client as well as teams for successful execution
- Identify opportunities for new services by understanding and addressing potential new use-cases. Articulate the business value in the upsell, or extension of services
Qualifications
- 4+ years of experience in an implementation, customer success, product or consulting role; startup experience is highly desirable
- 3+ years of experience in the healthcare domain, experience in utilization management and / or dental healthcare preferred
- Experience with driving ROI, Proof of value and financial planning and analysis experience
- Strong interpersonal, leadership, and communication skills with a consistent track record of establishing and maintaining relationship with all levels of the client organization including project team members, executive sponsors, & key stakeholders
- Ability to manage multiple enterprise clients at once, prioritize and execute on a number of tasks, resolve issues quickly, identify opportunities to improve presence and maintain high customer satisfaction
- Significant entrepreneurial drive, ability to create order from chaos, and willingness to roll up sleeves to directly solve challenging problems
- Dedication to remaining current with changes and advances in the healthcare industry and the impact of AI on healthcare
- Excellent verbal and written communication
- Ability to leverage SQL and/or BI tools for data analysis
- Bachelor’s or Master’s degree