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Engagement Manager

Boston, Chapel Hill, Minneapolis

Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.  We promote an employee- and member-centric culture, which you can learn more about here: https://www.well.co/careers.

Position Title: Engagement Manager

Reporting to: VP, Delivery & Operations

Location: Minneapolis, MN; Chapel Hill, NC; or Newton, MA

Compensation: Engagement Manager ($130,000-$145,000) depending upon qualifications

Job Summary:  

Well is seeking an experienced Engagement Manager to join our team. The ideal candidate will have a strong background in program management, client management, and procurement processes. As the owner of client implementation program management, the Engagement Manager will be responsible for building and nurturing strong relationships with our clients, ensuring they maximize the value from our software solutions.  This role requires a deep understanding of our products, an ability to strategically guide clients through their journey, and a focus on delivering exceptional service.  The Engagement Manager will work closely with Sales, Marketing, Product Development and Client Support teams to align our solutions with client needs, drive client satisfaction, and foster long-term partnerships. This individual will be responsible for ensuring client initiatives and projects are thoughtfully executed according to current and evolving process standards which strive for project management best practices. 

Success for this position includes driving work towards completion, eliminating surprises, and creating a solid information exchange and working relationship between departments for key client projects. This will be a client facing role which will require thorough preparedness at all times. 

If you have a strong background in program management, client management, and procurement processes, and are looking for an exciting opportunity to lead and manage client engagements, we encourage you to apply for this role. As the Engagement Manager, you will be a key member of our team and will play a critical role in ensuring the success of our client engagements.

Key Responsibilities:

  • Own client implementation program management
  • Manage and coordinate client engagements from start to finish
  • Manage procurement processes and vendor relationships
  • Work closely with clients to understand their requirements and develop solutions that meet their needs
  • Lead cross-functional teams in the execution of projects
  • Develop and maintain project plans and timelines
  • Collaborate with internal teams to ensure successful project execution
  • Provide regular project updates to clients and internal stakeholders
  • Identify and mitigate project risks
  • Ensure high-quality deliverables are produced and delivered to clients
  • Build and maintain strong relationships with clients
  • Drive continuous improvement in project management processes and practices
  • Develop and maintain strong relationships with key client project teams to ensure they are fully engaged partners
  • Product Advocacy: Act as a client advocate within the company, communicating client feedback to internal teams to influence product development and improvements
  • Issue Resolution: Act as the primary point of contact for client implementation related issues, ensuring timely and effective resolution by coordinating with internal and external teams to address in support of the overall health of the project
  • Conduct regular meetings with clients to review project status, gather feedback, and ensure that their needs are being met
  • Develop and maintain relationships with key stakeholders and decision-makers within client organizations
  • Facilitate communication and collaboration between cross-functional teams to ensure that project goals are aligned and that progress is being made
  • Develop and maintain project documentation, including project plans, schedules, and risk assessments
  • Work closely with clients to understand their requirements and develop solutions that meet their needs. Utilize best practices in requirements gathering to ensure that client needs are clearly defined and that project goals are aligned with those needs.
  • Use requirements gathered from clients to develop high-quality deliverables that meet client expectations. 
  • Conduct regular audits of project deliverables to ensure that they meet quality standards and client requirements
  • Develop and maintain a deep understanding of client business processes and systems in order to identify opportunities for efficient and effective implementation experiences 
  • Manage and mentor junior members of the engagement team, providing guidance and support as needed
  • Continuously monitor project progress and adjust plans as needed to ensure successful outcomes
  • Develop and maintain a deep understanding of industry trends and best practices in project management and client engagement

Preferred Qualifications:

  • 8+ years of experience in program management and client management
  • Experience in procurement processes
  • Experience with requirements gathering and requirements execution
  • Excellent communication, negotiation, and presentation skills
  • Experience working with CRM (Customer Relationship Management) and Project managements tools
  • Ability to travel if needed
  • Understanding of software solutions and Saas models
  • Strong leadership and team management skills
  • Experience in the Healthcare Technology industry is a plus
  • Project Management Certification a plus (PMP or similar)

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission. 

We embrace diversity and are committed to building an inclusive team. All qualified applicants will be eagerly considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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