lever
Senior Technical Implementation & Accounts Manager (Clinical Operations)
Everlywell
Austin, USA
Full-time
Senior · 5+ years experience
Hybrid
Discovered 1 weeks ago
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- Own the end-to-end post-sale relationship for an assigned portfolio of Diagnostics Solutions and enterprise clients, serving as the primary point of contact for program needs, performance, technical questions, and clinical operations topics.
- Lead structured discovery and ongoing strategy conversations to deeply understand client objectives, success metrics, and constraints; translate those into clear account plans and roadmaps.
- Plan and facilitate recurring business reviews (e.g., QBRs) with client stakeholders, including performance readouts, insights, and recommendations for optimization and expansion.
- Proactively monitor account health (utilization, SLAs, clinical quality signals, and satisfaction) and drive action plans to address risks, performance gaps, or emerging needs.
- Own regular internal coordination, escalation, and execution of corrective action plans to swiftly resolve issues and minimize incident recurrence.
- Provide timely, transparent communication on issues, incidents, and changes, ensuring clients feel informed, supported, and confident in our partnership.
- Partner closely with Sales/BD, Clinical, Product, Implementations, Engineering, and Care Team leadership to ensure programs are meeting client KPIs and contractual commitments.
- Proactively identify and qualify opportunities for upsell, cross-sell, and expansion (e.g., new programs, new populations, additional services) that maximize client value by fully utilizing existing clinical workflows and platform resources , and collaborate with Sales/BD to execute, thereby delivering on strategic business development goals.
- Establish and maintain strong, multi-level relationships (clinical, operational, and executive), acting as a trusted advisor on both program design and day-to-day operations.
- Translate client requirements and use cases into platform configurations and workflows , partnering with Implementations, Product, and Clinical to ensure feasibility and alignment with best practices.
- Own the client-facing side of configuration timelines, milestones, and deliverables for new programs and major changes; manage expectations and surface risks early.
- Coordinate and communicate change management for configuration updates (e.g., clinical rules, routing logic, reporting changes), ensuring changes are documented, tested, and clearly communicated to clients.
- Develop a working understanding of underlying systems (e.g., proprietary platforms, EHRs, integrations, order/result flows, consult workflows, reporting pipelines) to effectively troubleshoot and triage issues.
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