Senior Manager, Customer Enablement

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $135.5k - $203.2k / year

⏰ Full Time

🟠 Senior

👔 Manager

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Merative

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2022

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

Healthcare Insurance • SaaS • Artificial Intelligence

Merative is a healthcare data, technology, and analytics company. It offers a range of solutions aimed at improving health outcomes by focusing on clinical decision support, healthcare analytics, medical imaging, clinical development, and health and human services. Key products and services include Micromedex for clinical decision support, Zelta for clinical data management, Merge for imaging solutions, and Truven for healthcare analytics. Merative serves a diverse client base, including healthcare providers, life sciences companies, governments, health plans, and employers. The company is dedicated to enhancing healthcare delivery and decision-making by leveraging real-world data and advanced analytics to provide actionable insights and tailored solutions.

📋 Description

• Define and lead an implementation strategy that directly drives adoption, engagement, and long-term retention. • Align implementation outcomes to customer experience metrics including time-to-value and adoption milestones. • Establish a segmented implementation strategy (Premier / Key / Core) to ensure consistent execution through the team. • Translate enterprise initiatives into clear customer value narratives and equip the team to deliver these consistently at scale. • Position training and change management as core pillars of implementation success. • Lead and develop a high-performing Customer Enablement team, setting clear expectations, accountability, and performance standards tied to adoption and retention outcomes. • Build a retention-focused operating model for the organization integrated with Customer Experience, Sales as well as Editorial, Product, and Support teams. • Define a standardized lifecycle including go-live readiness, adoption checkpoints, and transition to account ownership and enable the team to deliver them consistently across all segments. • Establish governance and drive cross-functional alignment to support execution that resolves adoption blockers quickly. • Implement feedback loops to inform product and process improvements. • Drive visibility through dashboards and reporting on adoption and risk. • Develop expertise within the team that ensures Micromedex is embedded into key workflows (e.g., EHR). • Own training and change management strategy and lead the team responsible for delivering enablement programs that drive adoption and retention. • Ensure structured change management approaches for customers transitioning from competitive tools. • Define persona-based training pathways aligned to workflows and best practices and ensure the team delivers consistently. • Seek innovative ways to adopt technology to assist in the efficient scaling of training and adoption programs. • Lead the team responsible for delivering enablement programs measured by time-to-value and sustained usage. • Embed training and workflow adoption milestones in plans. • Ensure consistent execution of implementation and transition playbooks. • Drive accountability for identifying resistance early and executing recovery plans across the team. • Develop post-implementation reviews focused on adoption and retention for the team to deliver. • Scale best practices for consistent execution.

🎯 Requirements

• Bachelor’s degree or equivalent experience in Information Systems / Technology • 5+ years of people management experience leading and scaling high performing customer enablement / delivery teams in SaaS or healthcare technology. • Demonstrated experience translating strategy into consistent execution across distributed teams and comfortable leading transformation. • Proven success driving accountability and performance across team against adoption, retention, and customer outcomes • Understanding of healthcare workflows preferred. • Familiarity with healthcare interoperability standards (e.g., HL7, FHIR) and identity access management approaches (e.g, SSO, Open Athens) preferred.

🏖️ Benefits

• Remote first / work from home culture • Flexible vacation to help you rest, recharge, and connect with loved ones • Paid leave benefits • Health, dental, and vision insurance • 401k retirement savings plan • Infertility benefits • Tuition reimbursement, life insurance, EAP – and more!