Corporate Programs Manager

This is a fully remote position, open to applicants in Arizona, +22 more states.

📋 Description

• Develop and spearhead Altera's enterprise Voice of the Client strategy.

• Oversee and manage the Net Promoter Score program, which includes survey design, analysis, reporting, and action planning.

• Create frameworks and benchmarks for measuring client satisfaction.

• Identify trends in client experience and emerging risks that impact retention, loyalty, advocacy, and growth.

• Convert client feedback into actionable recommendations for executive leadership.

• Collaborate with leaders from Client Success, Marketing, Product, Services, and Sales to enhance client outcomes.

• Generate executive reports on client sentiment and experience trends.

• Direct the planning, execution, and ongoing management of the Client Leadership Council program.

• Organize executive participation and communication with client council members.

• Facilitate discussions and monitor action items and commitments.

• Lead initiatives to gather client insights, including NPS, Client Leadership Council, satisfaction programs, MID Interviews, Post-Activation Interviews, advisory programs, and strategic feedback initiatives.

• Create repeatable processes for the collection, analysis, and communication of client feedback.

• Track client sentiment across key client segments and incorporate feedback into organizational decision-making.

• Develop and uphold client segmentation strategies.

• Manage Gartner-related client engagement and research participation programs.

• Analyze client feedback, market research, industry benchmarks, and client profiles.

• Generate executive-level insights regarding client needs, market dynamics, and competitive positioning.

• Offer recommendations to enhance engagement, retention, expansion, and go-to-market effectiveness.

• Act as a strategic partner to the Client Success, Marketing, and Sales vice presidents.

• Promote cross-functional alignment and organizational accountability.

• Establish governance frameworks, objectives, success measures, milestones, and reporting requirements.

• Create executive dashboards and scorecards to track NPS, satisfaction, advocacy, engagement, program outcomes, and retention indicators.

• Prepare executive presentations, reports, dashboards, and business reviews.

• Present trends and recommendations to senior leadership.

• Communicate narratives and actionable recommendations based on client insights throughout the organization.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Healthcare Administration, Communications, Analytics, or related fields.

• Over 8 years of progressive leadership experience in client experience, client success, strategic programs, marketing, business operations, client insights, or related disciplines.

• Proven experience leading enterprise-wide client engagement or client experience initiatives.

• Experience collaborating with executive leaders and senior stakeholders.

• Strong understanding of NPS, client satisfaction methodologies, Voice of the Client programs, and client journey management.

• Experience managing cross-functional initiatives in a matrixed organization.

• Exceptional analytical and reporting skills with the ability to translate data into actionable business recommendations.

• Outstanding communication, presentation, facilitation, and relationship management capabilities.

• Demonstrated ability to influence organizational change and drive accountability without direct authority.

• Preferred: experience in healthcare, healthcare technology, SaaS, or enterprise software environments.

• Preferred: experience managing executive client councils, advisory boards, or client advocacy programs.

• Preferred: familiarity with client experience platforms, CRM systems, survey tools, and business intelligence solutions.

• Preferred: knowledge of Gartner, KLAS, and other healthcare technology industry benchmarking programs.

• Preferred: experience in developing executive dashboards and client health reporting frameworks.

• Preferred: program management, change management, or related disciplines.

• Preferred: experience leading Voice of the Client or Client Success transformation initiatives.

🏝️ Benefits

• Flexible location arrangement (Remote or Office-Based).

• Travel requirement: up to 35–50%.