Senior Customer Success Manager - Pear Suite

About the Company

Pear Suite’s care navigation platform empowers staff to collect, visualize, understand, and act on social determinants of health data, enabling healthcare organizations to meet the social needs of their members and patients in a culturally sensitive, person-centered way. 

Reports to: Chief Technology Officer 

Essential Functions

The Implementation Manager will lead Pear Suite platform implementations from contract execution through go-live. The Implementation Manager will interact directly with leaders at healthcare systems, health plans, and community health organizations to define project vision and execute successful building, testing, training, and deployment. The Implementation Manager will also have opportunities to lead passion projects within Pear Suite, across people leadership, communications, and product management.

Essential Responsibilities

• Own the implementation process from contract execution through go-live

•  Develop and execute on expansion strategies for existing customers

• Resolve and/or triage customer issues in a timely manner

• Develop tipsheets, recordings, and other customer enablement tools 

• Own relationships with customer counterparts (e.g. community health directors, SDoH leaders, clinicians, etc.)

• Be accountable for translating customer feedback to actionable product roadmap idea

Requirements

• Interest in serving individuals of diverse backgrounds, cultures, ages, and abilities

• Excellent written and verbal communication skills; comfortable communicating by video conference and phone with internal team and customers

• Strong computer skills; ability to learn and operate web-based systems effectively

• Confidentiality when dealing with sensitive matters, abiding by all HIPPA guidelines

• Highly organized with attention to detail

• Able to maintain professionalism and flexibility in times of change and improvement

• Entrepreneurial spirit, interest in building and supporting new products

• Have cultural humility, knowledge and awareness of community cultures and values

• Quick starter; you must enjoy creating processes and defining your own vision

Minimum Qualifications

• Bachelor's degree or equivalent

• 2-3 years of healthcare, project management, or Customer Success experience

• Customer-centric, need to enjoy working with community-based organizations, healthcare systems, and payers 

• English language skills required; other languages a plus

Preferred Qualifications

• Master’s degree in healthcare administration, public health, or business administration

• Healthcare IT or clinical experience is ideal; will also consider management consulting backgrounds or non-traditional backgrounds

• Experience managing IT and other business initiatives

• Knowledge of the healthcare industry, value based care, Medicaid, and NCQA regulations

• Experience leading integrations with different EHRs or CRM platforms

We are an Equal Opportunity Employer - We celebrate diversity and believe it is the key to creating vibrant, healthy communities! We encourage applicants from all cultures, races, colors, religions, sexes, national or regional origins, ages, disability status, sexual orientation, gender identity, military, protected veteran status or other status protected by law.