Strategy and Operations Manager, Employer Direct Healthcare
Client Success
More information about location
Healthcare services for businesses
Open for applications
Healthcare services for businesses
201-500 employees
Open for applications
More information about location
201-500 employees
Company mission
To democratize access to high-quality specialty care.
Role
Who you are
- You use LOGIC in your decision making and understand that progress is critical to making change
- You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins
- INCLUSION is a core tenant of your personal beliefs
- A diverse and inclusive environment is incredibly important to you
- You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with
- You have the GRIT, drive and ambition to tackle big problems
- Big problems require big ideas and a team that supports new ideas
- You care deeply for your customers are driven to keep HUMANITY in all decisions
- Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change
- Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear
- You thrive in a Team Environment. Collaboration is key in innovation and creating change
- Bachelor’s degree in a business or related field
- 4-6 years of experience in Customer Success Operations at a high-growth company. Experience in healthcare or digital health a plus
- Excellent Salesforce.com, Excel and Powerpoint skills
- Self-directed and high attention to detail
- Take ownership: you operate autonomously vs. waiting for direction; you hold yourself and others accountable to outcomes; and you finish what you started
- Quantitative mindset; can establish KPIs and OKRs that underpin success and team effectiveness, and you can independently interpret the data to articulate the 'so what'
What the job involves
- Reporting to the VP of Commercial Strategy & Operations, the mission of the Strategy & Operations Manager, Client Success is to partner with CS leadership to help their teams become more effective by running annual planning, measuring performance metrics, observing/listening for operational needs, and reducing admin burden
- You will be the right-hand and thought partner to the head of Client Success, holding her accountable to execution and embedding yourself in the team to uncover her strategic and operational needs
- You will spearhead capacity modeling/account assignments, set quotas, stand up an operating and forecasting cadence, build a customer health score model, develop and up-level our processes, and solve problems every day to help us scale
- Ultimately, your efforts will directly drive successful client launches, client retention and client expansion
- Be the right-hand to the Client Success leadership team, addressing their various strategic and operational needs
- Shape and directly implement the Client Success strategy & design, including establishing growth targets, segmenting our client base, designing and managing books of business, setting quotas, and developing cross-functional plans that ensure we achieve those targets
- Establish OKRs and KPIs; monitor and report on them regularly; and ensure the CS team can easily access and take action on these metrics
- Stand up the Client Success operating cadence to manage upsell and renewals pipeline, flag risks, devise countermeasures to those risks, and forecast accurately
- Build a customer health score/model with qualitative and quantitative inputs from a variety of complex sources that identify whitespace and churn risk
- Identify operational gaps and devise more efficient processes, such as an “at-risk” process
- Project-manage a variety of cross-functional initiatives that level-up the Client Success organization by partnering with others in Strategy & Operations along with Sales, Marketing, Network, and technology teams
- Work closely with leadership to collect business requirements for Salesforce.com and other data to capture, ensuring these solutions are implemented successfully by your GTM Systems teammates
Our take
Employer Direct Healthcare operates within the insurance and healthcare networks of the US to provide healthcare solutions for self-funded employers and their employees. Based in Texas, EDH offers two services - SurgeryPlus and Cancer Care Direct, which both aim to reduce the cost of these typically more expensive cases while maintaining a high standard of care.
Boasting an established footprint, EDH has more than 3 million members, including employees of Fortune 500 companies, as well as more than 3000 surgeons and 500 hospitals and ambulance services under its umbrella. Since founding, it claims to have supported over 43,000 patient journeys, helping to make the process more affordable and straightforward.
In 2023, substantial growth capital from Insight Partners verified Employer Direct Healthcare as a Unicorn. This latest investment will help the firm grow its client base as well as expand its suite of products moving forwards.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
May 2010
$1m
SERIES A
Total funding: $1m
Company benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
Company values
- Logic
- Inclusion
- Grit
- Humanity
- Truth
Company HQ
City Center District, Dallas, TX
Articles
Leadership
John Zutter
(CEO (Not Founder))Currently Partner at Dundon Capital Partners. Previously Executive Vice President at Santander Consumer USA and J.P. Morgan.
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