Manager, Customer Engagement

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

📋 Description

• Oversee the comprehensive product launch process for designated portfolios, including Quality, Affordability, or Care Programs.

• Collaborate across Product, Business, Legal, and Field teams to monitor technology releases.

• Direct the development of messaging and align the significance of releases with communication stratification.

• Create, write, and finalize enablement materials, which encompass live training slides, newsletters, email templates, Pendo guides, and Zendesk Knowledge Base articles.

• Leverage internal AI tools to enhance draft content production while adhering to communication strategies and compliance/legal review protocols.

• Act as the gatekeeper for early-stage product testing.

• Develop selection criteria for practices and oversee the recruitment, eligibility, and launch of new features/programs.

• Manage qualitative feedback loops throughout beta testing.

• Maintain project tracking frameworks and communication channels for cross-functional accountability.

• Organize, package, and disseminate release communications through newsletters, webinars, and various field and practice channels.

• Ensure that customers comprehend and can utilize product and program releases to enhance value-based care performance.

⛳️ Requirements

• Bachelor’s Degree with a minimum of 5 years of experience in customer success, client solutions, professional services, or product operations.

• Previous experience in a healthcare services or healthcare technology organization.

• Strong understanding of primary care workflows and value-based care contracts.

• Demonstrated capability to independently scope, map, and navigate complex or ambiguous projects.

• Highly consultative skill set with a solid sense of curiosity.

• Proactive approach to tackling ambiguous challenges and "making the unknown known."

• Openness to learning and actively using AI tools in daily tasks to automate and enhance workflows, including content creation.

• Ability to lead existing or clearly defined tasks with minimal supervision.

• Exceptional attention to detail in all deliverables.

• Familiarity with AI prompt engineering or workflow automation.

• Preferred experience with Monday.com, Pendo, Salesforce, or Zendesk.

• Ability to lead by influencing within a matrixed environment.

• Strong presentation skills for articulating complex technical and operational concepts to senior-level audiences.

• Capability to sit for extended periods.

• Extensive use of computers and keyboards.

• Willingness to travel 2-4 times per year to headquarters or retreat locations.

🏝️ Benefits

• Flexible work schedules and remote work options are available for numerous roles.

• Health, dental, and vision insurance coverage up to 80% for employees, dependents, and domestic partners.

• Comprehensive time-off policy (21 days of PTO in your first year).

• Two paid volunteer days and 11 paid holidays.

• 12 weeks of paid parental leave for all new parents.

• Six weeks of paid sabbatical after six years of service.

• Educational Assistance Program and Clinical Employee Reimbursement Program.

• 401(k) plan with up to 4% match.

• Stock options.

• Equal opportunity employer.