Sr. Manager of Client Success

  • Chicago, IL, USA
  • Employees can work remotely
  • Full-time

Company Description

NOCD is the leading telehealth provider specializing in the treatment of people with obsessive-compulsive disorder (OCD). Focused on delivering a best-in-class experience, we remove the barriers to care for our NOCD members while reducing the stigma to treatment through our virtual OCD community. Our telehealth platform enables our members to quickly access our nationwide network of licensed therapist who specialize in Exposure and Response Prevention (ERP), the nationally recognized evidence-based treatment for OCD. Together, we are improving the lives of people with OCD by improving access to modern, efficient, and affordable mental healthcare services. 

Job Description

The ideal applicant has 5+ years of experience with a track record of creating comprehensive customer relationships and actionable, detailed plans achieve adoption of services across different market segments. This role assumes the responsibility for the customer relationship post the sales process and becomes that customer’s go-to liaison. An understanding of healthcare from a payer and provider perspective is necessary to be able to navigate the complex environment.  This role is ideal for a person that like building relationships with various groups in healthcare, detailed oriented and has the internal drive to influence people to follow their plans.

Customer Focused - As a engagement manager your focus is intimately knowing our customers and creating programs to drive adoption of NOCD provider network with payers, providers and channel partners.

Domain Expert - Build domain expertise in several elements of the NOCD treatment model, with an emphasis on what is driving/hindering adoption of best practices among different segments. Using this expertise to be a strong partner to B2B Marketing, Treatment Analytics and Other Client Service Team Members.

Drive Adoption - Create comprehensive, high impact, educational content and engagement plans to maximize adoption of NOCD product and services. This will require an ability to execute on a range of outreach and engagement tactics, support strategies and process improvements

Listen & Learn - create ongoing measurement, customer feedback loops, and network learning to support continuous improvement and innovation in assigned domain

Qualifications

5+ years experience managing services for large payer and provider customers

Demonstrated excellence managing cross-functional teams in dynamic environments

Excellent written and oral communication skills; experience with the development of communication campaigns, messaging, speaking with various payer and provider audiences.

Demonstrated excellence using data and stakeholder insights to drive improvements in healthcare, ideally for tech-enabled workflows and initiatives

Experience training and engaging healthcare staff

Excellent project management skills

Strong listening skills, to understand customers and diagnose problems/needs

Experience in quality improvement, change management, product marketing, and/or customer success in a tech-enabled healthcare company

Preferred - experience in one or more of these domains: wellness, quality, risk and coding, transitions of care

Additional Information

  • Casual, challenging, and engaging startup environment with an outstanding mission-driven team atmosphere
  • Competitive compensation
  • Comprehensive benefits package, including medical, dental, vision coverage, and 401(k).
  • Flexible PTO policy
  • Remote work

NOCD is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, ethnicity, national origin, religion, disability, sex, gender identity or sexual orientation, or any other protected status in accordance with applicable law