Manager – Client Engagement

Laudio is a fast-paced, high-growth digital health SaaS company looking for a dynamic team member in Client Engagement to empower Laudio users in finding opportunities for meaningful connections to their team members that offer clear paths to achieving positive patient outcomes.

Reporting directly to the VP of Client Delivery and Operations and working closely with Client Engagement Directors, Laudio’s Manager, Client Engagement (CEM) will develop a comprehensive knowledge of the Laudio platform and is a key expert in how the platform should be used (and is used) by client users. The Manager is a hands-on trainer and coach of Laudio users, working across Laudio’s client base to become a trusted advisor to support successful implementations, ensure user adoption, maintain robust usage of the Laudio platform, create impact that helps our end users succeed, and ensure high user satisfaction via NPS metrics. Laudio’s CE Manager also understands how to scale knowledge transfer, relying on a variety of ways, both virtual and personal, to build user knowledge and advocacy. The CE Manager also quickly identifies and overcomes any roadblocks hindering these goals.

These core job functions will be executed with a forward-thinking mindset of how to build, refine and improve the customer journey. The Laudio CE Manager is generative, process-oriented, solutions-focused, and is driven by achieving client goals and organizational metrics, while delighting our users and contributing to the development of a robust, customer-focused process at scale.

Responsibilities include:

1. Ensure user delight when engaging with the Laudio platform
1. Works closely with CE Directors to develop and implement user outreach strategies for each client using insights from Mixpanel, Adoption Ladder usage analysis, Hubspot and the Laudio Leadership Lab. This includes developing and deploying intervention techniques that build proof of Laudio’s value, advance users to higher adoption levels, and overcome any roadblocks hindering client goals
2. Identifies super users and builds relationships with them to drive advocacy around Laudio
3. Works jointly with Delivery team members to build better processes and operations to improve the experience for all users over time, and that scale effectively to meet user growth
4. Supports the Delivery process by co-leading strategy sessions with client operational leadership to drive successful Laudio use strategies
5. Analyzes key performance metrics to drive best practices for user outreach
6. Support content creation and design for Executive Partnership Review decks (including building visuals) in partnership with Client Engagement Directors
2. Lead new user onboarding 
1. Throughout the client’s first year of Laudio use, ensures all users are engaged, on-boarded, trained, nurtured, and informed
2. Leads Champion and Full User training sessions and imparts deep functional understanding of key Laudio features with these users
3. Monitors new user utilization and identifies course corrections as needed during early learning sessions
3. Platform Mastery
1. Develops deep knowledge of Laudio’s platform, including new features and functionality prior to their release. Becomes an expert in the Laudio platform, and a partner to the Product Management team in providing insight into unique client use cases.
4. User value communication and ongoing engagement
1. With Marketing, Sales, and Delivery, communicates key elements of Laudio’s value to users and ensures consistency of user-directed messaging across all functions
2. Establishes user-level communication plan for each client in partnership with the Client Engagement Directors. Builds and enhances content for automated user outreach
3. Owns adoption ladders (a tool to measure depth of user engagement over time) for a subset of Laudio clients, ensuring clients are deepening their use of the Laudio platform over time
4. Educates and trains new and existing users on new platform functionality, and initiative-specific workflows and Laudio use strategies
5. User training materials
1. Owns and manages all user training materials in partnership with the broader CE organization
2. Develops product micro-learning videos and leads live webinars in partnership with the broader CE organization
3. In collaboration with the Delivery and Marketing teams, creates implementation guides and documentation to enable faster ramping of new team members and support client documentation requests. This includes exploration of new training concepts and delivery mechanisms that drive deeper user utilization of Laudio
4. Maintains the repository/learning management system of all training and on-boarding materials, ensuring they are consistent with overall brand and marketing standards. Works with Marketing and Sales to include new concepts and demo techniques as they evolve
5. Provides client reporting on user training and consumption of the LMS content
6. User feedback and development
1. Fields, prioritizes, and communicates new development suggestions from users to the Product Management team
2. Attends Product, Marketing, Sales meetings as needed to communicate user needs
3. Resolves complex client user tickets in collaboration with the Client Engagement Associates

Key metrics to be achieved include:

User engagement strategies in place and implemented for assigned clients. Increasing MAUs (monthly active users) and MAUs/AAUs (monthly active users expressed as a percentage of annual active users) across assigned clients. % certification of Laudio Leadership Lab among champions and Laudio operational partners. Completion rate of Laudio Leadership Lab content sections among broader client user base. Positively received user training sessions. Timely communication and resolution of complex platform issues as they occur. 

Requirements include:

• A Bachelor’s degree
• 2-3 years in a client-facing role, supporting a range of users levels across an organization
• Client-Centric Approach: Demonstrated commitment to understanding and addressing client and user needs to ensure their satisfaction and success.
• Platform Expertise: Proficiency in developing a deep knowledge of a SaaS platform, including upcoming features and functionality, positioning oneself as the platform expert.
• Communication Skills: Clear and effective verbal and written communication, both in training and addressing user inquiries, as well as collaborating with cross-functional teams.
• Content Creation: Skill in creating engaging and informative content for user outreach to drive user engagement and satisfaction. Includes ability to design and create engaging user-facing content and build effective slide decks to support strategy initiatives.
• Strategic Thinking: Ability to develop and execute outreach strategies tailored to each client, including intervention techniques to enhance platform utilization and value.
• User Training and Support: Proficiency in providing comprehensive user training and support, using multimodal approaches.
• Process Optimization: Collaborative mindset to work with internal teams, such as Delivery, Marketing and Sales, to optimize processes for an improved user experience.
• Analytical Skills: Capacity to analyze key performance metrics to drive best practices in user outreach and engagement.
• Self-driven and proactive approach while working in a remote environment
• Experience using Office365 Suite, HubSpot or other CRM software, Learning Management Systems and MixPanel preferred.

Physical Requirements:

• Must be able to travel up to 25% of the time to hospital client sites

Reports to: VP of Client Delivery and Operations

Travel: 25%

Status: Full-time remote

Location: US-Remote (must work in EST or CST timezones)