Client Implementation & Operations Manager

Client Implementation & Operations Manager

Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association's Innovators' Network and CVS Health Point Solutions Management platform.

About The Role

We're seeking an enthusiastic and self-driven Client Implementation & Operations Manager to spearhead the next phase of our growth. If you're curious, proactive, and eager to exceed client expectations, you might be the perfect fit for our team. This is a remote position, and you can work from anywhere in the US.

Responsibilities

Client Experience Ownership : Take charge of the client experience and collaborate cross-functionally to ensure the seamless implementation and integration of Hello Heart's solution into the client's vendor ecosystem, making it as hassle-free as possible.

Client Setup : Configure new clients within all Hello Heart systems and liaise with various departments, including engineering, support, vendor ops, billing, and product, to launch projects successfully.

Project Lifecycle Management : Create, monitor, and report on key deliverables throughout the project lifecycle. Troubleshoot and resolve configuration issues swiftly, ensuring a smooth journey for clients and users (from scoping to testing, go-live, and stabilization).

Prioritization : Prioritize projects while managing internal and external resources to mitigate risks effectively.

Collaboration : Collaborate promptly and accountable with cross-functional teams to enhance client satisfaction and operational efficiency.

Reporting : Generate and update implementation team reports, providing feedback to various departments for potential product, integration, or process improvements.

Project Management : Manage project plans, set expectations, address stakeholder goals, determine target dates, oversee tasks, and provide regular project updates.

Best Practices : Offer guidance and expertise in best practices for scaling implementations and integrations.

Quick Decision-Making : Demonstrate the ability to make swift and efficient decisions.

Qualifications

Experience : 4+ years of client onboarding and implementation experience, in a startup environment, demonstrating the ability to thrive in a dynamic and ever-changing setting. Candidates should have experience in building and scaling processes from the ground up, showcasing their adaptability and innovation in creating solutions where none existed previously.

Problem-Solving : Proven ability to create clarity out of ambiguity.

Motivation : Highly motivated team player with a results-oriented, hands-on approach.

Operational Acumen : Skill in balancing operational and client-facing tasks to ensure successful execution.

Analytical Skills : (Proactive Issue Resolution) : Proficiency in data analysis with a sharp eye for foreseeing potential challenges and a proactive approach to addressing them. The candidate should demonstrate a knack for identifying issues before they arise, allowing for swift and effective mitigation, thus ensuring a smooth technical project execution.

Project Management : Strong project management and communication skills.

Preferred Tools : Knowledge of Salesforce, G-suite, Asana (not required but preferable).

Technical Familiarity : Understanding of Single Sign-On (SSO) and SFTP.

Healthcare Knowledge : Knowledge of eligibility and claims files is a plus.

The U.S. base salary range for this full-time position is $115,000 to $125,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in U.S. role postings reflect the salary only, and do not include equity or benefits.