Senior Manager of Client Health and Enablement

About Hello Heart:

Hello Heart is the only digital therapeutics company to focus exclusively on heart disease, the leading cause of death for U.S. adults. Through a connected device and mobile app that uses AI, behavioral science, and personalized digital coaching to drive lifestyle changes, Hello Heart empowers people to embrace healthier behavior, which can reduce the risks of high blood pressure and heart disease. It also helps users catch blood pressure readings that are extremely high and encourages them to talk to their doctor to identify potential risk in time. Validated in peer-reviewed studies and trusted by leading Fortune 500 companies, Hello Heart is easy to use and works alongside an employer’s benefits ecosystem. Founded in 2013, Hello Heart is a member of the American Heart Association’s Innovators’ Network and is part of the CVS Health Point Solutions Management program. Hello Heart is backed by leading VCs including Stripes, Khosla Ventures, IVP, Blue Run and Resolute. Visit www.helloheart.com for more information.

About the role:

Are you obsessed about client experience in a way that drives consistent experience across end to end client and end user experience? If so, keep reading!

We are searching for an energetic, self-driven Senior Manager of Client Health and Enablement who can help lead us through the next phase of growth by building a consistent client and user experience. This role will bring strategic vision to drive client health and will report into our VP of Revenue Operations.The right person will bring the attitude where our customers are our biggest assets and we are obsessed over ensuring our clients and users are exceedingly happy.

Responsibilities:

• Own the training and enablement function for the Client Experience (CX) department to include training new hires across the Customer Success (CS) department on processes, systems, and tactics in order to ensure consistent messaging and growth strategies are launched to upscale client relationships
• Work closely with key CX leadership to build and own all CX content used towards driving growth discussions with clients as we look to improve overall partnerships across our existing and newly launched clients
• Enablement tactics would range from building growth strategies to negotiation tactics, overcoming barriers, working with different management tiers, stakeholder engagement, building a systematic flow of client progression lifecycle / stages
• Establishing certificate programs, review, evaluate and approve each training session and content while developing graduation progression to achieve high benchmarks
• Ability to scope out limitations in client health and bridging the gap through effective tactics and strategies by partnering with key stakeholders across the client journey
• Build CS team performance reports that provide feedback to internal as well as cross functional departments on potential improvements to product, systems, integrations or processes
• Ability to measure performance through various KPIs (ex: onboarding rates, team health, impact of content to client health, efficiency improvement by CSM)
• Manage and prioritize project plans to set appropriate expectations, address stakeholder goals, determine target dates, and provide regular updates

Requirements:

• 5+ years of working experience building and scaling a Training and Enablement function
• Proven experience impacting client health metrics, preferably within the B2B healthcare technology sector (B2B2C experience is a plus)
• Working experience within an actualized revenue or customer success department
• Relevant industry experience within digital healthcare (strong preference) or SasS
• Ability to build successful training and enablement content to overlay client lifecycle along with end-to-end processes in-order to position CX team to scale
• Closely partner with GTM Operations team to streamline processes, content, training and leverage appropriate tools to drive effective outcomes
• Knowledge of enablement systems, experience with Salesforce, HighSpot, and Gong a plus
• Ability to travel up to 15% annually as needed

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.