Partner Experience Manager

📋 Description

• Act as the main contact for a designated portfolio of enterprise health system and payer clients, overseeing everything from onboarding to renewal and expansion.

• Establish trusted relationships with clinical, operational, and administrative stakeholders within each account.

• Maintain a thorough understanding of each client's strategic objectives, internal stakeholders, and the metrics that define success for their organization.

• Serve as the internal advocate for your clients, providing feedback that enhances Koda's service delivery.

• Oversee day-to-day implementation coordination from contract signing to go-live, which includes scheduling, aligning stakeholders, and monitoring progress against milestones.

• Lead training and onboarding sessions for clinical and administrative stakeholders at client locations.

• Continuously explore and evaluate new strategies to enhance member engagement and program success across the client portfolio, sharing effective practices across accounts.

• Track engagement metrics across your accounts and formulate action plans when clients are not meeting targets.

• Collaborate with clients to discover innovative methods to enhance provider and staff engagement, including workflow modifications, champion development, training updates, and other initiatives that drive results.

• Prepare for executive-led QBRs by compiling performance data, client insights, and narratives on clinical impact.

• Ensure readiness for account renewals by monitoring health scores, proactively addressing risk indicators such as low adoption, staff turnover, or disengagement, and entering renewal discussions well-prepared.

• Identify signals for expansion (new sites, service lines, population segments) and communicate them internally.

• Assist in developing and refining the playbooks and processes that will scale the partner experience function as we continue to grow.

⛳️ Requirements

• 3-6 years of experience in customer success, account management, or a client-facing position.

• Proven ability to manage complex, multi-stakeholder projects from initiation to completion, with a keen sense for tracking various components and knowing when to escalate issues.

• Naturally proactive: able to identify potential problems before they arise and take action accordingly.

• Coachable and self-aware: open to feedback, receptive to constructive criticism, and willing to use it for personal growth.

• Comfortable navigating ambiguity and change within a rapidly scaling environment.

• Excellent communicator: articulate, direct, and confident whether drafting a recap email or presenting to C-suite executives.

• Nice to Have:

• Preference for candidates in the East or Central Time Zone.

• Experience in healthcare, health technology, or enterprise SaaS.

• Background in managing a diverse portfolio of client sizes.

• Proficient in ClickUp, Metabase, and Google Suite, or someone who adapts quickly to new tools.

• Previous experience in a startup environment.

🏝️ Benefits

• Fully remote position (US-based).

• Flexible, unlimited paid time off, including 8 company holidays.

• Comprehensive medical, dental, and vision insurance coverage.

• 401(k) retirement plan options available.

• Annual budget for professional development, including books, courses, training, and conferences.

• Work-from-home stipend to support your home office setup and ongoing remote work requirements.

• Annual company-wide and team events.

• Latest MacBook and enterprise-grade tools to facilitate your best work.

• Clearly defined growth paths for both individual contributors and people managers.