Clinic Partnership Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the entire clinic onboarding process from contract signing to go-live, collaborating with clinical, technical, and commercial teams.

• Take ownership of the ongoing relationship with clinics, acting as the main contact for practice managers, billing teams, and clinical decision-makers in ophthalmology practices.

• Conduct regular check-ins and business reviews with clinic partners to ensure satisfaction, address issues, and uncover growth opportunities.

• Manage the scheduling, documentation preparation, and follow-up for all onboarding and account management tasks.

• Navigate the dynamics of US providers by understanding the roles of practice managers, billing teams, and decision-making structures within ophthalmology and optometry practices.

• Be accountable for the quality of customer service experienced by clinic partners.

• Handle customer inquiries via Zendesk, ensuring timely, high-quality responses during US business hours or establishing clear escalation paths.

• Monitor customer support performance, including response times, resolution quality, and clinician satisfaction.

• Identify recurring issues and provide insights to product, clinical, and operations teams.

• Maintain customer service documentation and standard operating procedures.

• Escalate complex issues to the appropriate internal stakeholders.

• Keep HubSpot CRM accurate and up-to-date, including clinic leads, deal stages, activity logging, contact information, and partnership status.

• Provide the commercial team with reliable visibility into the pipeline and partnership health reporting.

• Identify opportunities for cross-selling and upselling within existing clinic partnerships.

• Ensure that billing processes run smoothly, with invoices issued on time, payments tracked, and discrepancies resolved promptly.

• Interact with Finance regarding billing-related customer inquiries.

• Collaborate closely with the Operations Associate to ensure seamless transitions between clinic-facing activities and back-end operations.

• Coordinate with the commercial team on clinic partnership strategy and initiatives.

• Work with Clinical Operations on patient-related escalations that impact the clinic relationship.

• Assist the Technical team with system configuration and troubleshooting from the clinic's perspective.

⛳️ Requirements

• Customer-facing experience: A minimum of 4 years in customer success, account management, partnership management, or similar client-facing roles.

• Relationship management: Demonstrated ability to create and maintain trusted relationships with external stakeholders, especially in B2B or healthcare environments.

• Communication skills: Exceptional written and verbal communication skills; capable of interacting professionally with clinicians, practice managers, and internal teams.

• Commercial awareness: Comfortable discussing pricing, billing, and commercial value with customers.

• Organisational skills: Skilled at managing multiple clinic relationships simultaneously without oversight.

• Problem-solving: Proactive in identifying customer issues and implementing effective solutions.

• Independence: Self-driven and capable of working autonomously with minimal supervision.

• Adaptability: Comfortable with uncertainty and shifting priorities in a scale-up environment.

🏝️ Benefits

• Requires significant overlap with US clinic business hours (Eastern and Pacific time zones).

• Involves travel to clinics across the USA.