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Senior Client Success Executive

Memora Health

Memora Health

Customer Service
United States · Remote
Posted on Tuesday, June 25, 2024

Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. As we expand our programs to reach more health systems and patients, we are excited to grow our Client Success Executive team.

Senior Client Success Executives serve as trusted advisors to our clients and have the critical responsibility of ensuring the retention, continued growth, and referenceability of Memora’s strategic clients. The ideal candidate will serve as a credible thought partner with Memora initiative leaders and superusers. Additionally, this role will work closely with Implementation, Product, and Growth colleagues to ensure clients maximize their value from their partnership with us. Finally, this role will work closely with the Head of Client Success to lead strategic projects to support the long-term growth and success of Memora’s Client Success team.

Ideal candidates will be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.

Primary Responsibilities:

  • Client Management Responsibilities
    • Own a portfolio of large, strategic accounts and hold primary relationship management with department-level clinical and administrative leaders
    • Develop relationships with senior- & executive-level leaders for long term account stability and growth
    • Develop and manage an annual account plan to proactively identify strategic objectives and actions in collaboration with internal partners (e.g., Sales, Product, Marketing) and clients
    • Lead recurring (e.g., monthly/bi-monthly/weekly) check-ins and prepare for & lead recurring Executive Business Reviews
    • Ensure execution against contractual obligations and manage internal resources to troubleshoot client experience and technical issues
    • Monitor and improve performance against key client health metrics (e.g., utilization, NPS, ROI)
    • Identify opportunities for client participation in marketing collateral (e.g., case studies, webinars, PR) and work with Marketing and client to design, develop, and publish/promote
    • Lead client renewals in collaboration with Memora’s Sales team to ensure timely planning, discussions and internal team coordination
    • Generate revenue expansion opportunities with existing accounts by leveraging existing and new stakeholder relationships

  • Internal/Team Development Responsibilities
    • Collaborate with Sales team leadership to develop processes that facilitate revenue growth with existing clients
    • Lead or support development of scalable processes and resources (e.g., playbooks, SOPs, training materials) to facilitate team onboarding, improve cross-functional coordination, and build consistency in client servicing and management
    • Represent the voice of the client internally to inform Memora’s product strategy and roadmap
    • Provide coaching and support to CSEs and newer team members, as needed

Qualifications (Required):

  • You have 5-8 years client-facing experience (Client Success, Account Management, Implementation) in healthcare, SaaS, or digital health serving US-based hospital systems and/or other ecosystem partners
  • You can communicate complex ideas clearly and concisely (both written and verbally)
  • You are an expert in building high-trust relationships with client project teams and leaders by understanding their needs, motivations, and challenges, and by being an advocate for them within your organization
  • You possess strong proficiency with analyzing and presenting data in a meaningful way (i.e., storytelling with data)
  • You have experience orchestrating resources within your organization to address client challenges, ensuring the needs of your clients are successfully met while also meeting any relevant business constraints
  • You have a bias toward action and a “one team” mentality
  • Ability to occasionally travel to client sites (mainly in US; 10-20% travel)
  • Ability to comply with clients’ COVID vaccination requirements

Qualifications (Bonus):

  • You have prior experience building best practice Client Success processes and tools
  • Skillful with Google Suite and BI tools (e.g., Looker, Tableau) for creating documents and presentations, or analyses; familiarity with Salesforce
  • Experience collaborating with clinicians at a health system or a provider organization on clinical operations and clinical model design
  • You have prior experience as a clinician

This position offers remote flexibility allowing employees to work from home in any of the following hubs: Seattle, WA; Bay Area, CA; New York City, NY; and Chicago, IL.

What You Get:

  • An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually
  • Enter a highly collaborative environment and work on the fun challenges of scaling a high-growth startup
  • Work alongside world-class clinical, operational, and technical teams to build and scale Memora
  • Shape how leading health systems and plans think about modernizing the care delivery experience for their patients and care teams
  • Improve the way care is delivered for hundreds of thousands of patients
  • Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and plans
  • Ownership over your success and the ability to significantly impact the growth of our company
  • Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, Macbook, and a 401(k) plan
Memora is committed to the principle of pay equity and regularly assesses compensation across our U.S. work locations resulting in a standard pay range, typically updated each year. The applicable base pay will depend on various factors such as complexity and responsibility of role, job duties and responsibilities, and relevant experience and skills. Certain roles have the opportunity to participate in revenue- or utilization-based sales incentives, depending on the terms of the compensation plan and the employee's role.
Remote- U.S. Pay Range
$140,000$165,000 USD

About Memora Health:

Memora Health, the leading intelligent care enablement platform, helps clinicians focus on top-of-license practice while proactively engaging patients along complex care journeys. Memora partners with leading health systems, health plans, and digital health companies to transform the care delivery process for care teams and patients. Our platform digitizes and automates high-touch clinical workflows, supercharging care teams by intelligently triaging patient-reported concerns and data to appropriate care team members and providing patients with proactive, two-way communication and support. Memora Health is headquartered in San Francisco, CA, with clients and team members across the country, and is backed by Andreessen Horowitz, Transformation Capital, General Catalyst, AlleyCorp, Frist Cressey Ventures, Martin Ventures, Kevin Durant and Rich Kleiman’s Thirty Five Ventures, Sachin Jain, and several other strategic healthcare groups.

Applicants must be currently authorized to work in the United States on a full-time basis. Memora Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.