Senior Client Success Executive

Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. As we expand our programs to reach more health systems and patients, we are excited to grow our Client Success Executive team.

Senior Client Success Executives serve as trusted advisors to our clients and have the critical responsibility of ensuring the retention, continued growth, and referenceability of Memora’s strategic clients. The ideal candidate will serve as a credible thought partner with Memora initiative leaders and superusers. Additionally, this role will work closely with Implementation, Product, and Growth colleagues to ensure clients maximize their value from their partnership with us. Finally, this role will work closely with the Head of Client Success to lead strategic projects to support the long-term growth and success of Memora’s Client Success team.

Ideal candidates will be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.

Primary Responsibilities:

• Client Management Responsibilities
• Own a portfolio of large, strategic accounts and hold primary relationship management with department-level clinical and administrative leaders
• Develop relationships with senior- & executive-level leaders for long term account stability and growth
• Develop and manage an annual account plan to proactively identify strategic objectives and actions in collaboration with internal partners (e.g., Sales, Product, Marketing) and clients
• Lead recurring (e.g., monthly/bi-monthly/weekly) check-ins and prepare for & lead recurring Executive Business Reviews
• Ensure execution against contractual obligations and manage internal resources to troubleshoot client experience and technical issues 
• Monitor and improve performance against key client health metrics (e.g., utilization, NPS, ROI) 
• Identify opportunities for client participation in marketing collateral (e.g., case studies, webinars, PR) and work with Marketing and client to design, develop, and publish/promote
• Lead client renewals in collaboration with Memora’s Sales team to ensure timely planning, discussions and internal team coordination
• Generate revenue expansion opportunities with existing accounts by leveraging existing and new stakeholder relationships
  
  
• Internal/Team Development Responsibilities
• Collaborate with Sales team leadership to develop processes that facilitate revenue growth with existing clients
• Lead or support development of scalable processes and resources (e.g., …