Head of Customer and Commercial Operations

🕒 il y a 14 jours

🗽 New York, Massachusetts, +1 états de plus – Distant

🗽 New York – Remote 🍂 Massachusetts – Remote ☕ Washington – Remote

💵 $220 000 - $240 000 / an

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Pearl Health

Site WebLinkedInTous les Emplois

51 - 200 employés

⚕️ Assurance santé

☁️ SaaS

💸 Finance

💰 €18 000 000 Series A en 2021-09

Healthcare Insurance • SaaS • Finance

Pearl Health est une entreprise qui autonomise et soutient les fournisseurs de soins primaires et les équipes de coordination des soins en offrant des solutions technologiques pour les soins basés sur la valeur. Elle se concentre sur la démocratisation de l'accès à la valeur des soins de santé grâce à des outils qui stabilisent le flux de trésorerie, récompensent la qualité des soins aux patients et simplifient les perspectives de données. Avec la plateforme Pearl, les fournisseurs ont accès à des informations sur les patients basées sur des données et à des suggestions concrètes pour maintenir la santé des patients de manière plus efficace. Pearl Health collabore avec des professionnels de la santé pour améliorer les résultats de santé, réduire les coûts et améliorer l'expérience des patients grâce à des perspectives de données avancées et des plateformes technologiques qui soutiennent les modèles de soins basés sur la valeur tels que ACO REACH.

Description

• Own the client relationship from first introduction through long-term performance: including initial VBC readiness assessment, business development support, onboarding, performance enablement, and retention • Partner closely with Market Presidents, who lead growth and own the P&L, to ensure a seamless transition into post-sale onboarding, performance management, and long-term client success • Design and own the operating model that connects pre-sale intelligence directly into post-sale transformation activities, eliminating handoff gaps between growth and customer success • Ensure that insights gathered during early client engagement inform program deployment, and that post-sale learnings feed back into growth strategy and pipeline qualification • Own a unified commercial operations function spanning Growth Ops and Customer Success, including pipeline systems, playbooks, tooling, and post-sale transformation infrastructure • Drive the shift from manual, relationship-dependent workflows to codified, scalable systems, including tooling, playbooks, and automation that reduce operational risk and compound institutional knowledge • Build and own the feedback loop: translate issues, escalations, and performance patterns into durable rules the team acts against consistently • Provide strategic leadership over the integration and evolution of Growth Ops and CS Ops into a single, high-functioning commercial engine • Own the day-to-day client relationships, developing and executing engagement and remediation plans in a high-touch or scaled manner as appropriate, activating the broader organization in a coordinated manner • Establish and hold a clear operating philosophy: performance in value-based care is the mechanism for client satisfaction, not a trade-off with it • Partner with the Performance function leadership team on programmatic design, and own the team and operational infrastructure that deploys those programs at the account level. This is a builder role, not a coordination role • Serve as the primary interface between clients and the Performance vertical, owning the feedback loop that informs program development, operational priorities, and outcome measurement • Own NPS as a lagging indicator of performance and engagement quality, not as a primary objective in isolation, and design feedback mechanisms that surface signal from the full client base • Serve as the most senior relationship manager on the team, credible with C-suite and clinical leaders at enterprise accounts as a player-coach or direct owner of key relationships • Recruit and build the right team to implement performance improvement programs, owning both the talent and the execution model • Lead and develop a team of CS and Growth Ops professionals and leaders, providing the strategic context and prioritization guidance that translates execution to outcomes • Partner closely with Market Presidents and their teams on key clients, portfolio strategy, renewals, and cross-sell opportunities within a matrixed commercial model • Serve as an escalation point for complex client challenges, partnership disputes, and renewal negotiations • Own the annual retention target, including renewal contract execution, escalation strategy, and negotiation enablement • Partner with Performance, Finance, Markets, and Product teams to align performance improvement plans with contractual outcomes • Drive cross-sell and expansion motions within the existing portfolio in coordination with Market Presidents • Own end-to-end strategy and execution for the digital-first client segment, building a scalable, lower-touch model that leverages automation and product-led engagement • Define segment-specific processes, service standards, and metrics distinct from enterprise relationship management

🎯 Exigences

• 10+ years in a high-performing healthcare customer success, market, or provider-facing leadership role • Deep fluency in value-based care, Medicare programs (MSSP, ACO REACH), and the clinical and financial levers that drive performance in risk-based contracts • Experience at an ACO, health system, or healthcare technology company operating in the value-based care space is strongly preferred • Track record of scaling a team and function while maintaining service quality and increasing operational efficiency • Experience leveraging data and internal dashboards to develop strategy, identify performance risks, and drive accountability • Demonstrated ability to present to and influence clinical and executive-level leadership • Comfort operating in a matrixed environment where influence matters as much as authority • Willingness to travel for in-person client engagement (up to 25%)

🏖️ Avantages

• Competitive benefits package. Details at pearlhealth.com/careers