Manager, Customer Engagement (Remote)

The Manager, Customer Engagement serves as a central architect for product Go-To-Market (GTM) execution, bridging the gap between technical product development and clinical application to maximize time-to-value. Operating with minimal oversight under the general direction of their leaders, the Manager is responsible for quarterbacking the end-to-end launch lifecycle for assigned product and program portfolios (such as Quality, Affordability, or Care Programs). This role requires a consultative and solution-oriented professional with a deep sense of curiosity to navigate ambiguous environments and make the unknown known. The Manager will actively utilize proprietary AI-driven workflow tools to scale enablement content, resolve complex roadblocks with creativity, and coordinate cross-functional teams to ensure releases are completely field- and practice-ready.

Candidates should be comfortable working remotely from anywhere within the US, across all US time zones.

Primary Duties

• End-to-End Release Management & Coordination: Fully quarterback the product launch lifecycle for assigned portfolio. Coordinate cross-functionally across Product, Business, Legal, and Field teams to track technology releases, leading messaging development and aligning release importance to associated communication tiering.
• Multi-Channel Asset Development: Build, write, and finalize the complete suite of enablement materials (including live training slides, newsletters, email templates, Pendo guides, and Zendesk Knowledge Base articles, etc). Actively utilize the internal AI tools to scale draft content production, ensuring all messaging aligns with organizational communication strategy and compliance and legal review protocols.
• Operations & Practice Recruitment: Serve as the gatekeeper for early-phase product testing. Formulate practice selection criteria, manage recruitment and eligibility and launch of new features/programs, and coordinate qualitative feedback loops during beta testing to de-risk releases before General Availability.
• Project Tracking & Channel Socialization: Maintain and optimize project tracking structures and communication channels to ensure cross-functional accountability. Schedule, package, and socialize release communications across established field and practice channels (such as newsletters and webinars) to all customers understand and can leverage product and program releases to support VBC performance.

Minimum Qualifications:

Education & Experience:

• Bachelor’s Degree with 5 or more years of experience in customer success, client solutions, professional services, or product operations.
• Prior experience at a healthcare services or healthcare technology company, with strong familiarity in primary care workflows and value-based care contracts.
• Proven ability to independently scope, map, and navigate complex or ambiguous projects, applying broad expertise to make the unknown known and propose creative solutions

Requirements:

• Highly consultative skillset with a strong sense of curiosity; possesses the initiative to take on ambiguous challenges and "make the unknown known".
• Must be willing to learn and actively utilize AI tooling as a necessary element of daily work to automate and scale workflows, including content development.
• Capable of leading existing or well-defined tasks with minimal guidance, applying extreme attention to detail across deliverables.

Preferred KSA's:

• 5 years of relevant experience.
• Familiarity with AI prompt engineering or workflow automation.
• Experience with project and platform tools such as Monday.com, Pendo, Salesforce, or Zendesk.
• Capable of leading by influence in a matrixed environment to drive project execution across disparate stakeholder groups.
• Strong presentation skills with the ability to concisely explain complex technical and operational concepts to senior-level audiences.

Physical Requirements:

• Sitting for prolonged periods of time.
• Extensive use of computers and keyboard.
• Willingness to travel 2-4 trips/year to headquarters or retreat locations.