Client Success and Implementation Manager

Client Success And Implementation Manager

Welldoc is at the forefront of digital health, driven by a powerful mission: empowering better cardiometabolic health through AI-powered, personalized digital tech, with a vision to be the leading advanced AI digital technology partner across the healthcare industry. We're a team passionate about leveraging cutting-edge science to improve lives, united by core values of collaborative innovation, accountability to excellence, customer focus, efficiency, and unwavering integrity, quality, and safety.

At Welldoc, you'll thrive in a collaborative and innovative environment where your contributions directly impact our mission. Recognized as a Great Place to Work for the past four years and named to Modern Healthcare's Best Places to Work 2025, as well as being an industry thought leader featured at SXSW and in the Wall Street Journal and Economist, we invite you to make a real difference in healthcare with us.

Job Purpose

We are looking for an entrepreneurial individual to join our Client Success team. As a Client Success and Implementation Manager, you will be responsible for managing assigned strategic accounts and serve as a primary point of contact. You will be a trusted advisor, proactively identifying client needs, providing strategic guidance, and collaborating with internal teams to drive client satisfaction, adoption, retention, and growth. You will also be responsible for working directly with our clients in implementing various projects.

Responsibilities

• Serve as a trusted advisor for the clients & strategic partner accounts.
• Develop a solid understanding of company products and service capabilities.
• Support strategies related to activation, engagement and desired outcome metrics and mitigate any risks to ensure the program objectives are met.
• Work with Marketing & Engagement Manager to ensure timely delivery of customized engagement materials to the clients and retrieving client approvals.
• Support Quarterly Business Reviews and follow up on any action items.
• Guide client on Welldoc's recommended best practices, to ensure their program success.
• Create/Update the Account Dashboard to track program updates across workstreams
• Generate & follow up on client invoices when due.
• Identifies service issue trends and collaborates with cross-functional teams to develop a plan of action for improvement.
• Act as point of contact through the implementation process, managing the onboarding and implementation of assigned projects.
• Work with Customer Care to seamlessly handle account transition.
• Maintain appropriate project documentation for each account including meeting minutes.
• Responsible for client satisfaction through the Account Management process

Required Skills & Experience

• 5+ years prior experience in a client facing role, managing enterprise level accounts
• Proven experience working in a leadership role with healthcare organizations or in the digital health industry is highly preferred.
• Experience managing SaaS solutions in the healthcare spacing, understanding integration points with health systems and health plans
• Possess strong problem-solving skills and the ability to make sound decisions
• Strategic thinker with strong creative instincts and judgment and a keen attention to detail
• Excellent communication skills, both written and oral
• Ability to coordinate and collaborate internal and external stakeholders across multiple workstreams
• Self-starter who demonstrates initiative, thrives in a fast paced, collaborative work environment
• Strong proficiency in Google Suite and MS Office including Word, Excel and PowerPoint
• Familiarity with Salesforce and reporting tools e.g., PowerBI preferred
• Superior organizational and time management skills

WellDoc operates in ISO 13485 and MDSAP regulated and HITRUST compliant environments. Therefore, it is expected that all employees will have either prior experience working in those environments or, will be trained to understand the requirements needed to work and support those requirements and culture as they relate to individual roles and responsibilities.

Required Education

• Bachelor's degree in business, communication, marketing or related field.

Compensation & Benefits

Welldoc offers a competitive compensation package which, in addition to salary, includes generous PTO, medical insurance, dental insurance, vision care, life and disability insurance, retirement benefits. and the opportunity to participate in health savings accounts and/or dependent care accounts.

The anticipated salary range for this position is 100-130K/year with the expectation that most candidates will fall around the midpoint of the range. Candidates who exceed the required and preferred qualifications may be considered for an annual salary in excess of the budgeted range.

Welldoc is an equal opportunity employer and prohibit discrimination and harassment of any kind. We offer an inclusive workplace and will not tolerate discrimination against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status or parental status.