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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.
Full Time
$127k-180k (estimate)
04/11/2024
06/09/2024
The following is the career advancement route for Senior Customer Success Manager positions, which can be used as a reference in future career path planning. As a Senior Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Senior Customer Success Manager. You can explore the career advancement for a Senior Customer Success Manager below and select your interested title to get hiring information.