Partner Success Team Leader

THINKMD

Location: Burlington, Vermont

Type: Full Time

Education: No Ed Requirements

Experience: Greater than 10 years

THINKMD is a social impact benefit corporation whose mission is to develop clinical intelligence technology that is universally accessible. Our vision is a world where everyone, everywhere is empowered, informed, and enabled to make quality healthcare decisions leading to healthier families and communities. Our solutions positively impact people, communities and enable healthcare works around the globe to expand their reach.

 

Who You Are


As the Partner Success Team Leader, you are responsible for leading and managing the customer experience strategic process and transformation efforts across the company. Your primary focus is to evaluate, identify, initiate, and lead all customer experience initiatives from deployment and implementation through successful monitoring and expansion of the relationship. You have superior interpersonal skills to effectively work with stakeholders across and at all levels of the organization to carry out responsibilities. You have advanced analytical skills, are process and solution oriented and have an innate passion for human-brand interaction and value creation.

 

You have responsibility for client satisfaction on all assigned partner accounts, monitor and maintain an awareness of all key activities, and represent partner/client issues, needs and concerns to THINKMD leadership. You have a clear understanding of the THINKMD vision and support that in our global health customer base. You are a highly energetic leader and will help us re-imagine the way we interact with our partners and will utilize technology, education, and innovative new offerings to create continuous value, efficient onboarding and scaling.

 

As part of the leadership team, you will establish and maintain positive work relationships with peers, management, and partners displaying willingness to understand diverse points of view, learn and apply new initiatives across unique global care settings. You are innovative, hands-on, and a customer relationship-focused leader with a proven track record of success in healthcare account management and operations. At a high level this exciting role includes the following expectations:

 

  • Develop and manage unified processes of an integrated team approach to account management, partner experience and business functions including patient interaction at geographically diverse customers

  • Implement communication and reporting efforts across various departments to manage the servicing of accounts appropriately and create an effective customer experience.

  • Hire team members and motivate and coach them to adhere to professional standards to address and respond to customer needs, concerns, and issues. This includes team members that may be in countries where we have implementations.

  • Collaborate with other ThinkMD leaders to help establish company strategy and to drive the strategy for major initiatives.

  • Constantly innovate and drive efficiency with Lean processes.

  • Help expand our offerings to meet market needs via service innovation and creative use of our clinical intelligence platform and our data solutions offerings.

 

Your Day-to-Day

 
  • Establishes productive, professional relationships with senior level and key decision makers in critical accounts and within the business to drive the customer experience.

  • Coordinates the involvement of company personnel, including sales, support, service, and management resources, to meet account performance objectives and customer expectations.

  • Proactively leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.

  • Develop end to end customer experience that supports the THINKMD vision and customer program requirements.

  • Leads ongoing company projects and initiatives across client base and coordinates other resources as needed inclusive of data solutions and research and impact.

  • Assist in developing and implementing systems and processes which meet the needs of internal and external customers and support smart business growth.

  • Support department in achieving financial goals, client satisfaction goals and team member growth requirements.

  • Collaboratively establish with the data solutions team and monitor, partner KPI’s and service delivery standards based on industry leading measures, partner expectations, and delivery of the brand promise.

  • Create with the management team new offerings and initiatives to support partner success.

  • Lead the ongoing evaluation and analysis of departmental work processes to identify opportunities to re-engineering workflow to improve partner experience.

  • Build and deploy a repeatable partner and field on-boarding process with other functions ultimately developing a partner lifecycle management approach that yields high partner satisfaction and THINKMD solution expansion.

  • Be the partner champion of the company and promote customer-centric decision-making and approaches.

  • Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified, and implemented within the ThinkMD values.

TEAM LEADER ACCOUNTABILITY REQUIREMENTS

 

As a Team Leader at THINKMD you are leading at the highest level within our company structure. You are expected to set the bar high regarding professionalism, calm and effective communication, conflict resolution and participation in company initiatives and business processes. You are expected to execute our growth plans, think clearly, act decisively and strategically. Upholding our values, vision and cultural aspirations are paramount. 

 

What you are accountable for:

 

People

  • Plan, hire and on-board team members-some may be globally/remotely located

  • Coach and mentor team members in soft skill and career development per the company’s performance process

  • Attend to cross team dynamics and information sharing

  • Support effective communication within the team and with other team leaders and executives including regular 1-1 sessions

 

Process

  • Plan and manage annual budget and other financial metrics per requests

  • Participate in leadership work including company direction, values, brand development

  • Develop, track, and achieve key objectives in support of the company key objectives on a quarterly and annual basis

  • Support ‘no-silo’ communication and information flow across teams

  • Actively participate in company discussions, work sessions and informational sessions

  • Work is comprehensive, clear, on-time and mistake free

 

Culture

  • Support and demonstrate company values and linked behaviors

  • Adhere to, communicate and support company policy

  • Help facilitate a company connected culture within your team and across the teams

  • Demonstrate passion for our impact and vision. Understand our customers, the global healthcare landscape we serve and our unique value proposition

 

Requirements

 

What you need to have:

  • Successful completion of the requirements of a four-year college degree in a relevant field and a master’s is preferred. 

  • A minimum of 10- years of previous account management and/or sales experience in a leadership role is desirable.

  • A minimum of 5-years of client support team management and management of multiple teams across multiple locations to drive corporate initiatives and client success a must.

  • Healthcare client management is strongly desired.

  • Demonstrated history of building client/partner success scalable support process is critical. 

  • Global health experience strongly desired and the ability to lead teams across a global setting and ability to travel outside of Vermont and the US from time to time also required. 

  • Ability to perform your role at the company’s headquarters in Vermont is crucial.

If this is you, please apply below!

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