Client Success Operations Manager
Optimize.HealthRemote7 days ago
The team at optimize.health is on a mission to modernize and improve the future of healthcare, one step at a time. As the market leader in clinic-led remote patient monitoring, we help patients stay healthy by connecting patients to cutting edge, technology-enabled remote care programs and health coaches that are run through their most trusted healthcare advocate-their existing physician. At the same time, we help innovative small businesses (clinics and pharmacies) thrive and grow, even during difficult times. The company has been growing very rapidly and recently closed a Series A funding round led by top tier investors from Silicon Valley and Boston.

We are looking for a Client Success Operations Manager who will work with our Client Success Managers, Operations team and additional cross-functional project stakeholders to ensure the successful completion of customer objectives. Responsibilities will include coordination on the development of project plans, data collection strategies, task design, and initial analysis of results.

This role will provide our Client Success team with a framework to capture key analytics to scale our business through data-driven decisions while ensuring our customers receive the best service possible.

Responsibilities:

  • Work with Marketing, Sales, Product, and Customer Success teams to report business KPIs, identify key insights, and suggest areas of improvement
  • Develop reports, dashboards and presentations on past results, renewals and upsell forecasts.
  • Track leading indicators of renewals, retention and upsell, analyze and make recommendations for improvementsIdentify new processes and tools to increase automation and improve efficiency
  • Detect early signals of at-risk renewals
  • Support CSM in the identification of top clients for upsell and expansion opportunitiesIdentify segments with high churn and poor use cases and work with Sales/CS to improve outcome/adjust ideal customer profile
  • Administration of CS Systems for the CS team
  • Provide data for accurate reporting on the health of optimize.health’s customer base
  • Provide materials, data and training to help the CSMs work more effectively
  • Implement and manage software that facilitates CSM and Ops activities

Qualifications:

  • BA/BS degree preferred
  • Zendesk and CRM experience preferred
  • Very strong written, verbal and analytical skills
  • Experience in Client Success Operations
  • Strong experience with Excel
  • Passion and experience designing processes that scale
  • Strong attention to detail and time management skills
  • A self-starter attitude with the ability to work independently
  • Analytical thinker who can derive insights from data to improve process and training

Culture and Benefits:

  • We’re a fast growing, scrappy start-up, we move quickly and we’re resourceful!
  • We are passionate about our mission to modernize and improve the future of healthcare
  • We cover 100% of the employee premium
  • We contribute up to $3,000 toward an HSA for each employee
  • We are based in Seattle with a Global remote team
We embrace diversity and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation or your identity expression, if you are passionate about modernizing and improving the future of healthcare, we want to hear from you!
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