Clinic Partnership Manager

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OKKO Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

☁️ SaaS

B2B • SaaS

OKKO Health is a home vision monitoring concierge service that enables clinics to remotely monitor patients between appointments using a simple smartphone puzzle game to detect early changes in vision. The platform supports clinicians by providing a safety net between visits, facilitating urgent fast-tracked reviews when deterioration is detected, complementing long-acting therapy scheduling, and creating a potential passive revenue stream and reimbursement opportunities through remote patient monitoring.

📋 Description

• Lead clinic onboarding end-to-end from contract signature through go-live, coordinating across clinical, technical, and commercial teams • Own the ongoing clinic relationship – serve as the primary point of contact for practice managers, billing teams, and clinical decision-makers within ophthalmology practices • Conduct regular check-ins and business reviews with clinic partners to ensure satisfaction, resolve issues, and identify growth opportunities • Manage scheduling, documentation preparation, and follow-up for all onboarding and account management activities • Navigate US provider dynamics – understand the role of practice managers, billing teams, and decision-making structures within ophthalmology and optometry practices • Hold accountability for the quality of customer service experienced by clinic partners • Manage customer enquiries via Zendesk, ensuring timely, high-quality responses during US business hours or establishing clear escalation paths • Monitor customer support performance – response times, resolution quality, and clinician satisfaction • Identify recurring issues and feed insights back to product, clinical, and operations teams • Maintain customer service documentation and standard operating procedures • Escalate complex issues to appropriate internal stakeholders • Keep HubSpot CRM accurate and current – clinic leads, deal stages, activity logging, contact information, and partnership status • Provide the commercial team with reliable pipeline visibility and partnership health reporting • Identify cross-sell and upsell opportunities within existing clinic partnerships • Ensure billing processes run seamlessly – invoices raised on time, payments tracked, discrepancies resolved quickly • Interface with Finance on billing-related customer queries • Work closely with the Operations Associate to ensure smooth handoffs between clinic-facing activities and back-end operations • Coordinate with the commercial team on clinic partnership strategy and activities • Liaise with Clinical Operations on patient-related escalations that affect the clinic relationship • Support the Technical team with clinic-side system configuration and troubleshooting

🎯 Requirements

• Customer-facing experience: 4+ years in customer success, account management, partnership management, or similar client-facing roles • Relationship management: Proven ability to build and maintain trusted relationships with external stakeholders, particularly in B2B or healthcare settings • Communication skills: Excellent written and verbal communication; able to interact professionally with clinicians, practice managers, and internal teams • Commercial awareness: Comfortable discussing pricing, billing, and commercial value with customers • Organisational skills: Ability to manage multiple clinic relationships simultaneously without letting anything slip • Problem-solving: Proactive identification of customer issues and implementation of practical solutions • Independence: Self-motivated and able to work autonomously with minimal supervision • Adaptability: Comfortable with ambiguity and changing priorities in a scale-up environment

🏖️ Benefits

• requires significant overlap with US clinic business hours (Eastern and Pacific time zones) • requires travel to clinics across the USA