Client Strategy & Operations Manager, Hinge Health

• 5+ years of experience in client success, operations, or a related field, with a proven track record of driving operational improvements and client satisfaction
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Detail-oriented and highly organized, with a focus on process improvement and operational efficiency

Desirable

• We are looking for a Client Strategy and Operations Manager that has a proven track record in project management, with the ability to oversee and own initiatives from inception to completion.
• Additionally, this individual should be adept at streamlining complex information into easily digestible and actionable formats, ensuring that the Client Success team can access and leverage it effectively
• Overall, a successful Client Success Operations Manager should bring a unique blend of project management expertise, data organization proficiency, and a relentless dedication to enhancing the team's performance and, ultimately, client satisfaction and retention
• Manage team scaling projects, including a focus on leveraging AI and other automation. Partner with engineering to design and implement initiatives that will increase our ability to provide value to clients with less manual time spent
• Identify Client Success team challenges and propose solutions
• Facilitate team communication and prioritization
• Conduct and analyze team surveys
• Oversee subject matter experts and special projects for Client Success and cross-functional teams
• Leverage member testimonials to drive client retention
• Partner with cross-functional support teams to keep teams up-to-date with client-specific information
• Leverage and enhance the usage of tools and systems, such as Gainsight