Compensation Overview

Partner Success - Regional Lead (Remote)

Waymark is a team of healthcare providers, technologists, and builders whose mission is to bring the best healthcare to people with Medicaid benefits.  Guided by the communities we serve, we bring support and technology-enabled care to help primary care providers keep Medicaid patients healthy.  We are building the tools and designing an approach to enable care to reach the patients who can benefit most.  

Our core values embody the essence of what makes Waymark a unique team today, and what we look for, nurture, and sustain as a team. We are bold builders, believing that the greatest challenges in care delivery can be solved when we harness the power of community and technology. We are humble learners, seeking feedback and perspectives different from our own, and welcome challenges to our conclusions. We experiment to improve, actively seeking data to inform decisions and to assess our own performance. We act with focused urgency, our commitment to our mission drives us to tirelessly pursue results.

If this vision resonates with you, we hope you consider bringing your creativity, your energy, your curiosity to Waymark.

About this role

With Waymark’s growth in partnerships and planned expansion to new markets, we need an experienced leader to be the face of Waymark with key MCO and provider partners. As Waymark’s first Partner Success Regional Lead, you will build relationships with stakeholders across these organizations and ensure partner satisfaction, retention and growth. You will form a deep understanding of partners’ goals and work across Waymark teams to position us to meet these needs. This is an opportunity to get in at the ground level as we build our approach to account management and customer success at Waymark. We are flexible on location and will allocate accounts based on the region in which the right candidate lives.

Responsibilities

• Relationship Management: Act as the primary point of contact with key partners, ensuring a strong understanding of varied stakeholders’ needs and interests. Work with colleagues from Implementation, Operations, Clinical and other Waymark teams to ensure partner touch points align with these goals.
• Partner Onboarding: With Implementation, ensure a smooth onboarding process for new partners, ensuring 1) they have a clear understanding of the organization’s products or services and how to effectively utilize them, and 2) Waymark teams have a clear understanding of our partners’ needs and preferences. 
• Account Planning: Develop a strategic plan for each partner that guides Waymark to meet their needs effectively, and supports successful Waymark operations and growth. Lead routine planning for each partner to assess customer health, define goals, and support relationship building, retention and expansion. Work with cross-functional teams to execute on the account plans.
• Joint Operating Committees (JOCs): Organize and lead JOCs with partners. Lead presentation and report creation to demonstrate Waymark progress and impact and gain support for activities and changes that can increase performance.
• Proactive Support and Issue Resolution: Anticipate partner needs and concerns proactively. Monitor performance data in partnership with Operations, identify potential issues or areas for improvement, and take action to address these opportunities quickly.
• Voice of the Customer: Collect and analyze qualitative and quantitative partner feedback to identify trends, opportunities, and areas for improvement. Represent partners’ interests at Waymark, regularly sharing customer insights and recommendations. This includes input for operations and product development, sharing success stories, and collaborating with Marketing to promote our partners’ experience externally.
• Renewal and Retention: Manage the renewal process for existing partners, ensuring timely contract renewals and minimizing churn. Use JOCs and other touch points to demonstrate the value and ROI of Waymark, and address any concerns or issues. 
• Growth: Through a combination of market and customer analysis, and broad relationship development, identify opportunities for growing Waymark’s assigned Medicaid population with our MCO and provider partners. Work with colleagues across Partnerships and other Waymark teams to realize these growth opportunities.

Minimum qualifications

• 7+ years experience managing senior relationships at MCOs and providers, developed through roles in consulting, customer success and/or account management, preferably including work at fast growing health tech or services companies
• Significant experience with Medicaid transformation, value-based contracts and primary care providers, including health system owned groups, CINs, community health centers and independent practices.
• Customer-focused mindset, with excellent client, communication and interpersonal skills
• Experience collecting and analyzing data, and making data-driven presentations
• Proactive and self-motivated with a strong sense of ownership and accountability
• Ability to work independently and in a team in a fast-paced, cross-functional environment
• Strong organizational and time management skills 
• Flexible and adaptable to the changing needs of a fast growing start up

Deep commitment to improving healthcare for underserved populations

Preferred qualifications 

• Master’s degree (MBA, MPH, MHA or similar)
• Experience with clinical operations and social and/or behavioral health integration
• Knowledge of industry trends and best practices in customer success management
• Proficiency in CRM software and other customer success tools

Salary Range: $131,000.00 - $185,000.00.  Compensation will depend on multiple factors, including job location, training, education, and experience.

Benefits and Other Compensation: Medical, vision, dental, basic life insurance, and stock options available for the hired applicant.  Employees also receive twenty (20) vacation days, accrued over the year and thirteen (13) paid holidays throughout the calendar year. Sixteen (16) weeks of parental leave for birthing parents will also be available for use after successful completion of 6 months of employment, eight (8) weeks of bonding leave for non-birthing parents.  Employees are able to enroll in our 401(k) plan and commuter benefits plan.