Mgr, Customer Partnerships
Company: Accolade, Inc.
Location: Plymouth
Posted on: February 20, 2021
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Job Description:
Accolade is a personalized health and benefits solution that
dramatically improves the experience, outcomes and cost of
healthcare for employers, health plans and their members. With a
unique blend of compassionate advisors, clinical experts and
intelligent technologies, we engage individuals and families in
their health, establish trust, and influence their decisions at
every stage of care. Accolade connects the widest array of personal
health data and programs to present a single point of contact to
the most effective health and benefits resources, while
coordinating with providers at every step. Accolade consistently
achieves 70 and higher Net Promoter Scores, 98% consumer
satisfaction ratings, and up to 15% employer cost savings. Accolade
has been recognized as one of the nation's 25 most promising
companies by Forbes, a fastest-growing private healthcare company
by Inc. 5000, and is consistently rated a Top Workplace across the
country. For more information, visit accolade.com. Job Description
The Mgr, Customer Partnerships - Mid- Market--is responsible for
building strong relationships within Accolade that support process
improvement and experimentation, as well as with assigned customers
to ensure that the customer's voice is heard and understood. The
Customer Partnerships Manager ensures the customer experience is
consistent with Accolade's brand. This individual serves as a
trusted resource both internally and externally with extensive
knowledge of the customer's business and Accolade's operating
model; their influence ensures we are productively working together
to create a mutually successful partnership.-- A day in the life---
-- Build and own day-to-day customer relationships to proactively
manage service delivery expectations with assigned customers, their
consultants and other key customer partners. -- Manage and own the
customer portfolio revenue retention and growth. Responsible for,
along with the Director - Government Solutions, overall customer
performance, including the delivery of customer revenues both fixed
and variable, using influence and action to drive results. Drive
for 100% customer retention. -- Partner with the Director -
Government Solutions to develop both strategy and execution
roadmaps for renewal as well as product and membership expansion
opportunities. -- In conjunction with the Director - Government
Solutions, develop a Customer Strategic Account Plan and
successfully execute for each assigned customer. -- Identify and
inform key stakeholders across Accolade that have accountability
for service and product performance results against key metrics and
priorities; ensure they have a solid understanding of overall ROI
and current customer trends. -- Lead internal cross-functional
initiatives and external customer activities that result in
improved service delivery and beneficiary outcomes. -- Manage and
lead customer reporting delivery in coordination with Accolade's
reporting subject matter experts. -- Partner closely with Customer
Implementation and Product organizations on new customer
onboarding, service/product changes with existing customers and
point solution offerings and implementation. -- Partner with and
influence Operations to address areas of opportunity, drive process
innovation and improvement in order to meet/exceed customer
objectives and maintain contract adherence. -- Partner with health
plans and vendor partners to work effectively with Accolade to
deliver service for customers. -- Participate in analyzing results
of service delivery issues and assisting in identifying the
appropriate administrative solution. -- Lead cross-functional teams
when managing customer issues. Manage all customer focused
activities to completion across the organization (Product,
BI/Reporting, Operational Meetings, Member Engagement, Outreach,
Clinical, Marketing, etc.). -- Facilitate customer education
regarding Accolade product updates and changes, and lead onsite
visits, content, and cross-functional participation. -- Deliver
customer reports on time with suggestions or insights on trends,
opportunities, and value being created -- Plan and execute customer
operational status meetings (including agenda development,
cross-functional facilitation, and meeting action item follow-up)
that are productive and result in moving open items forward to
closure in a timely manner. -- Identify gaps in process and work
with the appropriate parties to create new or revise current
processes. -- Identify product/service expansion opportunities;
introduce appropriate internal partners to drive sales, contracting
and implementation activities to drive net new revenue. -- Strive
to achieve 100% reference-ability on customer experience.
Qualifications What we are looking for--- -- Bachelor's degree in
Business or related field. -- Minimum of 5-7 years relevant
professional experience; preferably in account management or
similar role. -- Strong analytical skills, with a focus on
translating data points into insights. -- Familiarity with process
improvement concepts. -- Excellent communication and influence
skills. -- Possess appropriate business acumen in order to
appreciate the intricacies of the Accolade model, influence
improvements as needed, and communicate our complexities in
digestible bites to our customers. -- Willingness and ability to
delve into business problems and do whatever it takes to make us
better. -- Exceptional attention to detail and follow-through.
Additional Information What is important to us Creating an enduring
company that is hyper-focused on our culture and making a
meaningful impact in the lives of our employees, members and
customers. The secret to our success is: We find joy and purpose in
serving others Making a difference in our members' and customers'
lives is what we do. Even when it's hard, we do the right thing for
the right reasons. We are strong individually and together, we're
powerful Trusting in our colleagues and embracing their different
backgrounds and experiences enable us to solve tough problems in
creative ways, having fun along the way. We roll up our sleeves and
get stuff done Results motivate us. And we aren't afraid of the
hard work or tough decisions needed to get us there. We're boldly
and relentlessly reinventing healthcare We're curious and act big
-- not afraid to knock down barriers or take calculated risks to
change the world, one person at a time.-- All your information will
be kept confidential according to EEO guidelines.
Keywords: Accolade, Inc., Plymouth , Mgr, Customer Partnerships, Other , Plymouth, Massachusetts
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