Mgr, Customer Partnerships

About Accolade

Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

The Mgr, Customer Partnerships is responsible for building strong relationships within Accolade that support process improvement and experimentation, as well as with assigned customers to ensure that the customer’s voice is heard and understood. The Customer Partnerships Manager ensures the customer experience is consistent with our brand. This

individual serves as a trusted resource both internally and externally with extensive knowledge of the customer’s business and Accolade’s operating model; their influence ensure we are productively working together to create a mutually successful partnership.

A day in the life…

 Build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners.

 Manage and own the customer portfolio revenue retention and growth. Responsible for, along with the

Director, overall customer performance, including the delivery of customer revenues both fixed and variable, using influence and action to drive results. Drive for 100% customer retention.

 Partner with the Director to develop the strategy and execution of renewals as well as product and membership expansions.

 In conjunction with the Director, develop an Annual Customer Strategic Account Plan and successfully execute for each assigned customer.

 Ensure key stakeholders across our organization have accountability for, and visibility into, Accolade’s results against key metrics and priorities; ensure they have a solid understanding of overall ROI.

 Lead internal cross-functional initiatives and external customer activities that result in improved service delivery and member outcomes.

 Manage and lead customer reporting delivery including execution of quarterly strategic partnership meeting.

 Partner closely with Customer Implementation and Product organizations on new customer onboarding, service/product changes with existing customers and point solution offerings and implementation.

 Partner with and influence Operations to address areas of opportunity, drive process innovation and

improvement in order to meet/exceed customer objectives and maintain contract adherence.

 Partner with health plans and vendor partners to work effectively with Accolade to deliver service for

customers.

 Participate in analyzing results or service delivery issues and assisting in identifying the appropriate

administrative solution.

 Lead cross-functional teams when managing customer issues. Manage all customer focused activities to completion across the organization (Product, BI/Reporting, Operational Meetings, Member Engagement, Clinical, Marketing, etc.).

 Facilitate customer education regarding Accolade product updates and changes, and lead onsite visits, content, and cross-functional participation.

 Deliver customer reports on time with suggestions or insights on trends, opportunities, and value being created

 Plan and execute customer operational status meetings (including agenda development, cross-functional

facilitation, and meeting action item follow-up) that are productive and result in moving open items forward to closure in a timely manner.

 Identify gaps in process and work with the appropriate parties to create new or revise current processes.

 Identify product/service expansion opportunities; introduce appropriate internal partners to drive sales, contracting and implementation activities to drive net new revenue.

 Strive to achieve 100% reference-ability on customer experience.

www.Accolade.comJob Description

What we are looking for…

 Bachelor’s degree in Business or related field.

 Minimum of 5-7 years relevant professional experience; preferably in account management or similar role.

 Strong analytical skills, with a focus on translating data points into insights.

 Familiarity with process improvement concepts.

 Excellent communication and influence skills.

 Possess appropriate business acumen in order to appreciate the intricacies of the Accolade model, influence improvements as needed, and communicate our complexities in digestible bites to our customers.

 Willingness and ability to delve into business problems and do whatever it takes to make us better.

 Exceptional attention to detail and follow-through.

Hiring Range

Annual

Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.

• HDHP medical plan with generous employer contributions towards an HSA

• 401(k) Retirement Plan with matching employer contributions

• Open Time Off

• Generous Holiday Schedule + 5 floating holidays

• 18 weeks of paid parental leave

• Subsidized commuter benefits programs

• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger

• 1 Volunteer days per year

• Employee Stock Purchase Plan (ESPP) w/ employee discount

We strongly encourage you to be vaccinated against COVID-19.

Our people are the Heart of Accolade 

Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. ​We do this by living our core values:  

Member Obsessed 

For everything we do, we ask ourselves: Is this going to make our member’s life measurably better? 

Be Fearless 

We think differently. We do what’s never been done. We are reinventing healthcare every step of the way. 

Stronger Together 

We honor the differences among one another and know that our unique perspectives drive us forward. 

Genuine Care 

We care deeply about the human beings we work with and serve. We have each other’s back.  

Embrace Reality 

We bring the data, tell the truth, and trust each other. 

Relentless Execution 

We operate with a bias for action. Take initiative, move fast & have fun. 

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

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