VP, Client Experience

Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. Our team is rapidly growing as we expand our programs to reach more health systems and patients, and we are excited to bring on a VP of Client Experience.  The VP of Client Experience role will have the critical responsibility of fostering and owning executive client relationships along with supporting how our team manages the full client lifecycle post-sale. The ideal candidate will be able to drive an efficient and successful implementation process while also both developing strong client relationships and identifying expansion opportunities within our current client base.  Ideal candidates will not only be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems. Primary Responsibilities: Own the overall success of clients post-sale, from implementation to client success and renewals, to the identification of expansion opportunities (closing of expansions will be passed to the Revenue team) Set the vision for and execute on Memora’s client delivery approach; managing and coordinating the entire set of implementation processes across all internal and client workstreams, teams, and functional areas, ensuring milestones are achieved and aligning multiple levels of process participants from executives to ICs Understand the current client base and promote a client-first approach throughout the entire organization; ensuring the desired client success outcomes are achieved, including identifying opportunities for revenue and product expansion, along with other relevant CS metrics and health scores Collaborate and communicate with product and engineering to influence client success initiatives within the product roadmap and ensure cross functional collaboration on client-facing issues Regularly report internally to the organization and externally to clients on progress, milestones met and/or deviations from expected performance Embody a culture of service excellence, leading by example and instilling accountability by setting clear expectations, measuring results, rewarding the right behavior while also coaching and developing a team of delivery and client success leaders Qualifications (Required): 10+ years healthcare experience in client-facing roles (operations, growth, implementations) 7+ years managing and developing highly effective teams 5+ years experience implementing Healthcare SaaS solutions  Experience at a high-growth health tech startup Proven track record of ownership and driving to key business results Demonstrated success in developing cross-functional processes and workflows across Product, Eng, etc to improve client experience and internal teams' efficiency Excellent analytic skills with demonstrated experience turning data into actionable insights Expert empathy skills with high emotional intelligence, and experience in applying those skills in a business context Deep understanding of SaaS software, with knowledge of both the subscription and renewal models Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward Qualifications (Bonus): Experience with products that integrate into EHRs Experience with highly technical and/or clinical products What You Get: An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually Enter a highly collaborative environment and work on the fun challenges of scaling a high-growth startup Work alongside world-class clinical, operational, and technical teams to build and scale Memora Health Shape how leading health systems and plans think about modernizing the care delivery experience for their patients and care teams Improve the way care is delivered for hundreds of thousands of patients Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and plans Ownership over your success and the ability to significantly impact the growth of yourself, your team and our company Benefits including health, dental, and vision coverage, flexible work hours, paid parental leave, company retreats, Macbook, and a 401(k) plan with employer matching Memora is committed to the principle of pay equity and regularly assesses compensation across our U.S. work locations resulting in a standard pay range, typically updated each year. The applicable base pay will depend on various factors such as complexity and responsibility of role, job duties and responsibilities, and relevant experience and skills. Certain roles have the opportunity to participate in revenue- or utilization-based sales incentives, depending on the terms of the compensation plan and the employee's role. Remote- U.S. Pay Range $220,000 — $250,000 USD About Memora Health: Memora Health, the leading intelligent care enablement platform, helps clinicians focus on top-of-license practice while proactively engaging patients along complex care journeys. Memora partners with leading health systems, health plans, and digital health companies to transform the care delivery process for care teams and patients. Our platform digitizes and automates high-touch clinical workflows, supercharging care teams by intelligently triaging patient-reported concerns and data to appropriate care team members and providing patients with proactive, two-way communication and support. Memora Health is headquartered in San Francisco, CA, with clients and team members across the country, and is backed by Andreessen Horowitz, Transformation Capital, General Catalyst, AlleyCorp, Frist Cressey Ventures, Martin Ventures, Kevin Durant and Rich Kleiman’s Thirty Five Ventures, Sachin Jain, and several other strategic healthcare groups.     Applicants must be currently authorized to work in the United States on a full-time basis. Memora Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.