Implementations lead

Memora Health has developed the most comprehensive end-to-end platform for analyzing and structuring fragmented health care data. We use artificial intelligence to digitize and automate patient communication workflows, ultimately helping organizations dramatically improve patient outcomes and operational efficiency. Memora supports a full suite of virtual care systems from automated patient intake and scheduling to telemedicine visits to accelerated billing and documentation in a singular platform, streamlining care delivery. We are building the next-generation operating system for care delivery. Memora Health is backed by some of the largest healthcare venture funds and angels in Silicon Valley and is a very technically-focused team.
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We are aggressively growing our team and excited to bring on an experienced Customer Success Manager with extensive experience in working and managing relationships with health systems and clinicians. This role requires the ability to rapidly establish strong relationships with clinicians and administrators, while deeply understanding the incentives of various leaders in health systems.

Primary responsibilities will include:

• Develop strong, lasting customer relationships
• Oversee product implementations and clinician onboarding
• Creating decks, handouts, and webinars for customer onboarding
• Conduct aggressive outreach to clinical groups at a customer site to identify expansion opportunities
• Establish metrics for success and negotiate Statements of Work
• Proactively identify renewal opportunities
• Track product usage metrics to identify areas of improvement and inform product roadmap
• Translate customer concerns, issues, and requests into actionable product roadmap items

• Publish case studies to highlight the efficacy of the Memora platform and facilitate lead gen
• Report to CEO on customer status and scaling challenges

Memora has established a preliminary presence in the health system market and is on the cusp of significantly scaling. This role is an opportunity to start on the ground floor of one of the fastest-growing healthcare companies and work with its customer base to reshape healthcare delivery at leading health systems in the United States.
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We are looking for you to be driven not only by the problem we are solving, but also hope you are deeply committed to the approach and technology that we are applying to healthcare.
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Qualifications (Required):

• Minimum 3 years experience in customer success
• Experience doing customer success or account management in healthcare
• Strong analytical skills to establish metrics for success
• Highly organized - you probably enjoy checklists, Gantt charts, and planning
• Exceptional communicator - you love speaking with external customers
• Flexible hours
• Bachelor’s degree

Qualifications (Bonus):

• Prior experience working at a healthcare technology company
• Prior experience at a small company (<500 people)
• Experience managing and utilizing a CRM to forecast renewals and customer upsells