Position Overview: 

The Senior Customer Partner will be responsible for the customer’s satisfaction, retention and growth of assigned book of business and operate as the day-to-day customer lead. This individual will execute the account strategy, cultivate partnerships and lead day-to-day operations of our clients, striving to maximize the impact and value of Wellframe’s digital health management solutions.  

The Senior Customer Partner will be part of the Customer Success team and collaborate closely with all teams within the organization to include; Sales, Product, Engineering, Data and Analytics, and Clinical teams to achieve growth goals. The position’s success measures will include: client satisfaction and advocacy, adoption, retention, and growth. 

About Care Solutions: 

Our Care Solutions team unites the powerful capabilities of GuidingCare and Wellframe to transform care delivery and member engagement in healthcare. GuidingCare excels in offering an integrated care management platform that streamlines workflows, enhances collaboration, and drives better health outcomes for members. Wellframe complements this by providing a digital care management solution that connects health plans with their members through personalized resources and support. Care Solutions empowers healthcare organizations with the technology to make smarter, faster decisions while fostering meaningful connections with members. Our Care Solutions create new standards of care management and member support, paving the way for a healthier, more connected future. 

Areas of Responsibility:   

• Relationship Management 

• Develop and maintain key operational and executive relationships 

• Leverage external and internal relationships to execute on account plans and client roadmap to achieve growth goals, advocacy goals, etc. 

• Account Strategy, Planning, and Execution 

• Develop ongoing account plans in conjunction with Sales and CSO leadership to continually improve upon adoption, retention, and growth 

• Lead customer strategy for implementation and ongoing execution  

• Review feedback from clients to finetune, evolve, and deliver on improvement opportunities 

• Lead strategic customer meetings to include; Quarterly Business Reviews, weekly and monthly Sr. Level Relationship meetings.   

• Leveraging established methodologies, services, and other internal SMEs, provide consultative approach to foster organizational adoption and success: change management, staff and member adoption, with a vision and roadmap for iterative and future success and growth. 

• People Management 

• Lead a team of direct reports driving operational excellence, customer satisfaction and retention  

• Lead cross functional teams driving towards positive customer outcomes 

• Assist with hiring and managing appropriate resources in appropriate timeframes 

• Mentor junior members of the customer success team 

What You Bring: 

• 10+ years of relevant experience building executive customer relationships and leading customer accounts in a healthcare technology setting 

• Excellent communication, facilitation, and presentation skills  

• Consulting experience to healthcare industry a plus  

• Experience with data analytics and tools such as Looker or Tableau 

• Strong executive presence and presentation skills 

• Work style that reflects Wellframe’s Core Values of Tenacity, Collaboration, and Humility 

• Ability to form executive relationships quickly and gain trust, provide value - more of a doer than a talker 

• Passionate about helping clients succeed and fostering their individual and organizational advancement 

• A team player who thrives in collaborative environments while being very results driven  

• 30% travel 

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. 

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US 
Type of Employment: Full-time, permanent 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. 
 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

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