Senior Technical Implementation & Accounts Manager (Clinical Operations)

What You'll Do: Client Partnership & Strategic Account Management (60%)

• 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.

What You'll Do: Technical Solutioning & Implementation Oversight (25%)

• 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.
• Collaborate with technical teams on integration-related topics (e.g., data mapping, file layouts, error handling) and help ensure client requirements are accurately captured and validated.
• Maintain accurate, client-specific documentation for configurations, workflows, SLAs, and edge cases to support consistent operations and scalable onboarding of new internal team members.

What You'll Do: Insights, Reporting & Continuous Improvement (15%)

• Define and deliver standard and client-specific reporting that tracks funnel performance (orders → results → consults), clinical outcomes, SLAs, and operational quality for your accounts.
• Analyze trends to identify drivers of fallout, friction, or underperformance (e.g., rejection reasons, consult completion, address or data issues) and partner with clients and internal teams on corrective action plans.
• Synthesize structured feedback from clients and frontline teams into clear, actionable input for Product, Clinical, and Operations roadmaps (e.g., feature requests, workflow enhancements, reporting needs).
• Contribute to the design and evolution of standard operating procedures, playbooks, and templates that improve consistency, reduce operational complexity, and shorten time-to-launch for new clients and programs.
• Partner with Clinical, Data, and Operations teams to pilot and refine AI- and automation-supported workflows that improve quality, reduce manual effort, and scale support across the client portfolio.

Who You Are:

• A client-obsessed, solutions-oriented partner who is energized by building long-term relationships and turning complex requirements into practical, scalable programs.
• A confident communicator who can engage comfortably with clinical leaders, operations teams, and technical stakeholders at large healthcare and diagnostics organizations.
• A systems thinker who enjoys mapping end-to-end workflows, identifying failure modes, and designing processes that are robust, compliant, and easy to operate.
• A collaborator who thrives in fast-paced, high-growth, mission-driven environments and is comfortable navigating ambiguity while still driving clarity and outcomes.
• Equally comfortable getting into the details of a configuration or report and zooming out to connect those details to client strategy and business value.

What You Bring:

• 5-8+ years of experience in roles such as Technical Account Management, Customer Success, Enterprise Implementations, or Clinical Solutions/Operations within healthcare, digital health, or health tech.
• Demonstrated experience owning post-sale relationships with enterprise clients, including leading QBRs, driving renewals/expansion, and managing issue escalations.
• Strong understanding of care delivery models, clinical pathways, and clinical workflows, with the ability to translate them into technical and operational requirements.
• Experience working with healthcare technology platforms (e.g., EMRs, labs, telehealth, order/result interfaces, HL7/API integrations, FHIR, HIE/QHIN sources) and comfort partnering with technical teams to resolve issues.
• Proven ability to interpret and present data (dashboards, performance metrics, quality measures) and turn insights into clear recommendations and action plans.
• Excellent communication and documentation skills, with the ability to simplify complex concepts for both clinical and technical audiences and create clear client-facing materials.
• Bachelor’s degree in science, healthcare, engineering, or related field; an advanced degree or clinical credential (e.g., RN, NP, PA, MPH, MHA) is a strong plus but not required.
• Comfort operating in a highly cross-functional environment and balancing multiple accounts, priorities, and timelines with a high bar for quality and follow-through.