{"id":4297836,"url":"https://alion.io/job/guideway-care-enterprise-customer-experience-manager","title":"Enterprise Customer Experience Manager","company":{"id":3856664,"name":"Guideway Care","domain":"guidewaycare.com","url":"https://alion.io/company/guideway-care","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":105000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-13T00:00:00Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-14T02:10:44Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Guideway Care*\nGuideway Care is The Patient Activation Company™. We don't just \"engage\" patients; we activatethem. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their \"next right action.\"™\nJob Summary: \nThe Enterprise Customer Experience Manageris accountable for the long-term health, retention and growth of a portfolio of Guideway Care's customer relationships. The manager sets account strategy, builds trusted executive relationships, and makes sure each customer's goals shape how Guideway designs, delivers and evolves its services.\nWorking closely with solution, clinical, operations and sales leaders, the Enterprise Customer Experience Manager brings a single, coordinated view of the customer to every conversation. The role is central to how Guideway protects and grows its customer base.\nWhat you will Own:\nAccount Strategy & Executive Relationships\nServe as the accountable owner for the relationship, retention and long-term value of an assigned portfolio of enterprise and mid-market customers.\nBuild and maintain an account plan for each customer that covers goals, stakeholders, risks, renewal path and growth opportunities.\nDevelop trusted relationships with customer executives and represent the customer's perspective in internal leadership discussions.\nLead business reviews that connect service performance and measurable value to each customer's strategic priorities.\nVisit customers onsite as needed to strengthen relationships and understand their operations firsthand.\nRetention & Renewals\nOwn retention across the portfolio, with success measured by gross revenue retention.\nLead renewal strategy for each account, planning well ahead of key contract dates and partnering across Guideway to address risk early.\nKeep a current view of contract terms and renewal timelines for every assigned account.\nCustomer Health & Voice of the Customer\nOwn the health assessment for each assigned account and act early on signs of risk.\nFollow up personally on customer feedback, including survey responses, and turn it into specific actions with the responsible teams.\nShare themes from the portfolio with leadership so that customer needs inform service design and priorities.\nGrowth & Expansion\nIdentify growth opportunities through a deep understanding of each customer's strategy, outcomes and unmet needs.\nWork with Sales to pursue expansion within the portfolio, including new services for existing sites and existing services at new customer sites.\nPartner with solution and sales leaders to shape and advance opportunities, using executive relationships and evidence of value to support growth.\nInclude expansion in every account plan and business review, and review the portfolio opportunity pipeline with senior leadership on a regular cadence.\nPortfolio Management & Reporting\nKeep account health, renewal dates and relationship records for assigned accounts accurate and current.\nProvide timely portfolio inputs for regular customer health reviews and leadership reporting.\nDeliver business reviews and account plans that meet Guideway's lifecycle standards, and contribute ideas to improve those standards.\nCross-Functional Leadership\nWork closely with partner teams to resolve customer issues, and lead customer communication when an issue affects the relationship.\nBring in executive support when needed, and escalate unresolved risks with a clear recommendation.\nHow Success Is Measured:\nGross revenue retention for the portfolio against target\nExpansion revenue against the shared target with Sales\nCustomer sentiment, including timely follow-up on survey feedback\nOn-time renewal readiness for every assigned account\nAccurate, timely account health and portfolio reporting\nRequired Skills/Abilities:\n5+ years in customer success, account management or client services, including at least 3 years owning enterprise healthcare relationships and renewals.\nTrack record of retaining and growing complex, multi-stakeholder accounts, including recovery of at-risk relationships.\nStrong understanding of healthcare operations and value-based care models.\nExecutive presence, with the ability to hold strategic conversations with health system leaders.\nSound judgment in balancing customer advocacy with business needs.\nComfort with data, customer health measures and CRM tools.\nPreferred Skills/Abilities:\nExperience with clinical services or outcomes-based programs, such as RN triage, care management, readmission reduction or post-discharge services.\nClinical or healthcare operations background.\nWork Authorization:\nGuideway Caredoes not offer Immigration or work visa sponsorship\nLocation:Remote\nTravel:Some travel to customer sites is required.\nTotal Rewards:\nThe target pay range for this role is $105,000 - $130,000 annually, plus variable performance-based compensation. An individual’s pay within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.\nIn addition, team members enjoy\nRemote/hybrid flexibility (depending on location) and a generous Personal Time Off program \nBenefits package including medical, vision, dental, health savings accounts, company-paid short- and long-term disability, employee assistance program, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.\n401(k) retirement plan with a company match.\nOpportunities for professional development.\nGuideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment to ensure a secure and consistent candidate experience.\nWe applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.\n\nGuideway Care is the parent company of Sequence Health.","description_format":"text","description_chars":6244,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Life insurance","Professional development","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Hospitals & Health Systems","Care Coordination & Population Health"],"lifecycle":[{"event":"open","at":"2026-11-14T02:10:44Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":26,"reasons":["conf:2","win:early"],"computed_at":"2026-11-14T04:33:56Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":true},"html_url":"https://alion.io/job/guideway-care-enterprise-customer-experience-manager","json_url":"https://alion.io/job/guideway-care-enterprise-customer-experience-manager.json","meta":{"generated_at":"2026-11-14T04:33:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7358,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3856664},"rest":"https://alion.io/mcp/rest/get_company?id=3856664"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fguideway-care-enterprise-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fguideway-care-enterprise-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fguideway-care-enterprise-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/guideway-care-enterprise-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fguideway-care-enterprise-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4297836}},{"tool":"search_jobs","arguments":{"company":"guidewaycare.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4297836},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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