Manager, Client Operations
The Client Operations Manager will be a customer-facing role responsible for ensuring the success of the company’s enterprise clients — from onboarding to growth to ongoing support. ReferWell works with some of the largest health care systems and payers in the United States and the Client Operations Manager will be expected to represent ReferWell while interfacing with the leaders of these companies.
This person will be responsible for the day-to-day project management and execution of client projects and ensuring there is a positive feedback loop, both quantitatively and qualitatively, to keep the client satisfied and engaged. This role works with internal cross-functional partners to ensure that all elements of the project are staying on track. The Manager, Client Operations will work with the senior leadership team to identify improvements in workflow processes and additional revenue opportunities within client accounts.
In addition to being customer-facing, this role will be responsible for helping to scale the company’s internal operational effectiveness. This includes helping to build out our internal tracking and reporting capabilities, and developing the systems and processes to improve the end user experience. The Manager, Client Operations is expected to be able to identify areas for improvement, and lead the execution of those improvements, i.e. not someone who just identifies problems, but someone who also identifies solutions.
While working closely with other teams across the organization, including the leadership team, the right candidate for this role will be able to work well autonomously, make key decisions on their own, and manage their time/output with minimal supervision. The Manager, Client Operations will report to the company’s Head of Operations. This role has people management responsibilities although the size of the team of direct reports is still to be determined and expected to grow over time.
We have a hybrid in-office/work from home model for our employees. It is expected that the Manager, Client Operations be in our Stamford, CT, office a minimum of two days a week.
Primary Responsibilities include (but are not limited to):
- Manage all of the day-to-day elements of large, enterprise client engagements.
- Determine a client’s specific needs, develop an appropriate project plan, and ensure the onboarding/implementation stays on schedule.
- Learn and become an expert in the system’s capabilities; be able to demonstrate the system, resolve users’ issues, and engender confidence in users’ ability to use/maximize the system.
- Develop reports/dashboards to track and manage key product usage statistics, and develop scalable processes to improve client’s adoption and use of the system.
- Work with large sets of data to analyze and create custom reporting based on client needs.
- Work with the development team to define the future product road map based on client needs and revenue maximization.
- Work with the marketing team to ensure ReferWell is developing materials that serve our clients’ needs while simultaneously promoting ReferWell. This could include training guides, best practices, case studies, etc.
- Based on the client experience, work closely with the leadership team to inform the sales process, business model, and overall direction of the company.
- Manage, train, and grow the operations team, both direct reports and the overall team at large.
The successful candidate will have:
- Ability to be unflappable and to remain poised in the face of client objections, tight deadlines, etc.
- Tenacity and proficiency at developing “trusted advisor” status with customers and internal staff.
- Ability to think independently and problem-solve, including about technical components, to satisfy the client.
- Strong organization skills and attention to detail from issue to completion; a thorough thinker.
- Strong professionalism in both written and verbal communication, and adept interpersonal skills.
- Ability to thrive in a fast-paced, start-up environment.
ReferWellSM is a venture-backed, rapidly growing, innovative, award-winning health technology company located in Stamford, CT. We are working hard to solve the last mile challenge in health care — scheduling patients, getting them to follow through with their appointments and helping specialists close the loop. Our vision is revolutionary health care delivery that effectively manages care. Our mission is to drive efficient care transitions through the last mile.
ReferWell has a dynamic and fast-paced start-up vibe, where contribution is more important than rank and results are everything. We have assembled a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process.
ReferWell offers a comprehensive health plan and benefits plan. ReferWell is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation or genetic information.