Objective: Lead implementation and account management for payor, provider, and employer partnerships.
About Us: At Delfina, we’re reshaping maternal healthcare by scaling the application of artificial intelligence (AI) to deliver more inclusive, effective, and efficient care. Unlike other solutions in the market, our closed-loop care model centers around connectedness. This puts birthing persons in the driver's seat of their pregnancy while enabling their trusted providers to support them with data to intervene at the right time in the right way.
About this Role:
Delfina is a maternal health startup poised for significant growth over the next year and beyond. We are seeking a fractional Partner Success Manager to join our Growth team and pave a successful implementation and account management pathway for our payor, provider, and employer partners. Our Partner Success Manager is someone who has a growth, implementation, challenge resolution, and customer-centric mindset with a strong foundation in creating and elevating operational processes.
This role will report to the SVP of Growth.
Responsibilities:
Implementation
- Define, develop, and lead client implementations by building relationships, communicating project status and open issues, and facilitating regular communications
- Work cross-functionally to define the customer and partner success strategy for the next phase of Delfina’s growth (tools, processes, metrics, customer experience models)
- Coordinate complex projects across matrixed organization involving multiple teams
- Proactively identify and drive resolution to implementation risks and rapid incident response
- Ensure quality and NPS satisfaction on all client implementations
- Identify and implement continuous process improvement opportunities to drive scalability in the market and refine our internal playbooks
Account Management
- Co-lead the strategy for revenue growth, retention, and satisfaction for each client partner
- Develop action plans for escalated issues; work cross-functionally with Product, Engineering, and Marketing on issue resolution
- Internal and external key stakeholder and communication management reporting out on KPIs and issue escalations
- Partner with Marketing and Product teams to develop service adoption strategies that will lead to high levels of membership attribution and engagement
- Develop a program for “Client Advocacy” for our referenceable clients in partnership with Delfina’s marketing team (leading to testimonials, case studies, joint speaking engagements, etc)
Requirements:
- Minimum 7 years (10+ years ideal) experience managing and growing relationships in an operational, client delivery, or project management capacity
- Experience working with payors and/or employer HR / Benefits teams
- Experience implementing digital health solutions in an enterprise setting
- Experience with complex contract negotiations
- Demonstrated success cultivating highly collaborative internal and external relationships
- Strong operational skills including project management, business requirements gathering, and relationship management
- Strong written and public speaking skills and a willingness to present in front of large audiences when needed
- Passion for details, responsiveness, and organization
- Significant entrepreneurial drive, ability to create order from chaos, and willingness to roll up sleeves to directly solve challenging problems
Compensation: The compensation range for this contract position in the United States is $75-90 per hour. Expense reimbursement and a per diem rate are also included for travel. While this range represents a wide variety of factors, including location, skills, experience, education, and training, new hires who meet most of the requirements above should expect to earn near the middle of the posted compensation range.
Application process: Email resume and brief statement of interest to careers@delfina.com by May 15, 2024.
Delfina provides equal employment opportunities (EEO) without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.
