Corporate Programs & Client Experience

Reports To: SVP of Client Success Operationsand Marketing

Location: Flexible (Remote or Office-Based)
Travel Requirement: Up to 35- 50%

Job Summary

Corporate Programs is responsible for leading Altera Digital Health's enterprise-wide client engagement, client insight, and strategic client advocacy programs. Reporting to the Senior Vice President, Client Success Operations and Marketing, this role serves as a critical partner to the Vice Presidents of Client Success, Marketing, and Sales to develop and execute programs that strengthen client relationships, improve client experience, increase loyalty, and provide actionable insights that drive business decisions.

This position owns Altera's key client listening and engagement initiatives, including Net Promoter Score (NPS), Client Leadership Council (CLC), client segmentation analysis, KLAS, Client Satisfaction/Class Score measurement, Post-Activation Interviews, and other strategic client feedback initiatives. The role also coordinates training, enablement, governance, and reporting of client value metrics across Sales and Client Success; driving consistent measurement of client outcomes, value realization, retention, expansion opportunities, and overall business impact throughout the customer lifecycle.

The role serves as the central point of coordination for enterprise-wide client experience programs, ensuring client insights are translated into actionable improvements across the organization. This role requires strong executive presence, analytical capabilities, cross-functional leadership skills, and the ability to influence business strategy through client-driven intelligence.

The ideal candidate is a strategic leader who can combine client advocacy, program management, analytics, and executive engagement to drive measurable improvements in client satisfaction, retention, growth, and overall business performance.

Key Responsibilities

Client Experience & Voice of the Client Leadership

• Develop and lead Altera's enterprise Voice of the Client (VoC) strategy.
• Own and administer the organization's Net Promoter Score (NPS) program, including survey design, analysis, reporting, and action planning.
• Establish enterprise-level client satisfaction measurement frameworks and benchmarks.
• Identify client experience trends and emerging risks that impact retention, loyalty, advocacy, and growth.
• Translate client feedback into actionable recommendations for executive leadership.
• Partner with Client Success, Marketing, Product, Services, and Sales leaders to address client concerns and improve outcomes.
• Develop executive reporting that provides visibility into client sentiment and experience trends.

Client Leadership Council (CLC) Management

• Lead the planning, execution, and ongoing management of the Client Leadership Council program.
• Develop strategies to maximize client engagement, participation, and value from council activities.
• Coordinate executive participation and communication with client council members.
• Facilitate discussions that provide strategic client feedback on corporate initiatives, products, and services.
• Track action items and commitments resulting from council meetings and ensure organizational accountability.
• Leverage insights from the CLC to influence strategic planning and client experience improvements.

Client Feedback & Insights Programs

• Lead client insight initiatives including:
  • Net Promoter Score (NPS)
  • Client Leadership Council (CLC)
  • Client Satisfaction/Class Score Programs
  • MID Interviews
  • Post-Activation Interviews
  • Client Advisory Programs
  • Strategic Client Feedback Initiatives
• Develop repeatable processes for collecting, analyzing, and communicating client feedback.
• Monitor and evaluate client sentiment across key client segments.
• Ensure client feedback is integrated into organizational decision-making processes.

Market Intelligence & Segmentation

• Partner with Marketing, Sales, and Client Success leaders to develop and maintain client segmentation strategies.
• Coordinate and manage Gartner-related client engagement initiatives and research participation programs.
• Analyze client feedback, market research, industry benchmarks, and client profiles to identify trends and opportunities.
• Develop executive-level insights regarding client needs, market dynamics, and competitive positioning.
• Provide recommendations that improve client engagement, retention, expansion opportunities, and go-to-market effectiveness.

Cross-Functional Business Partnership

• Serve as a strategic partner to the Vice Presidents of Client Success, Marketing, and Sales.
• Facilitate alignment between client feedback initiatives and business objectives.
• Drive collaboration across departments to improve client outcomes and operational effectiveness.
• Ensure organizational accountability for actions resulting from client feedback.
• Support executive leadership in strategic planning efforts by providing client-driven insights and recommendations.

Program Governance & Performance Management

• Establish governance frameworks for enterprise client experience programs.
• Define program objectives, success measures, milestones, and reporting requirements.
• Develop executive dashboards and scorecards that track:
  • NPS Performance
  • Client Satisfaction
  • Client Advocacy
  • Client Engagement Metrics
  • Strategic Program Outcomes
  • Client Retention Indicators
• Monitor program performance and recommend improvements based on measurable outcomes.
• Ensure client engagement and feedback programs remain aligned with corporate priorities.

Executive Communications & Reporting

• Prepare executive-level presentations, reports, dashboards, and business reviews.
• Present client experience trends and recommendations to senior leadership.
• Develop and communicate client insight narratives that support strategic decision-making.
• Deliver actionable recommendations based on quantitative and qualitative client feedback.
• Ensure timely and effective communication of client experience metrics across the organization.

Qualifications

• Bachelor's degree in Business, Marketing, Healthcare Administration, Communications, Analytics, or related fields.
• 8+ years of progressive leadership experience in client experience, client success, strategic programs, marketing, business operations, client insights, or related disciplines.
• Demonstrated experience leading enterprise-wide client engagement or client experience initiatives.
• Experience working with executive leaders and senior stakeholders.
• Strong understanding of NPS, client satisfaction methodologies, Voice of the Client programs, and client journey management.
• Experience managing cross-functional initiatives in a matrixed organization.
• Strong analytical and reporting capabilities with the ability to translate data into business recommendations.
• Excellent communication, presentation, facilitation, and relationship management skills.
• Proven ability to influence organizational change and drive accountability without direct authority.

Preferred Qualifications

• Experience in healthcare, healthcare technology, SaaS, or enterprise software environments.
• Experience managing executive client councils, advisory boards, or client advocacy programs.
• Experience with client experience platforms, CRM systems, survey tools, and business intelligence solutions.
• Familiarity with Gartner, KLAS, and other healthcare technology industry benchmarking programs.
• Experience developing executive dashboards and client health reporting frameworks.
• Program Management, Change Management, or related disciplines.
• Experience leading Voice of the Client or Client Success transformation initiatives.

Core Competencies

Client Advocacy

Champions the voice of the client and ensures client feedback influences strategic decision-making.

Strategic Thinking

Connects client insights and engagement programs to broader business objectives and corporate strategy.

Executive Presence

Builds credibility with executives, client leaders, and senior stakeholders while influencing decisions at all levels.

Program Leadership

Leads complex, enterprise-wide initiatives with clear accountability and measurable outcomes.

Business Acumen

Understands the financial, operational, sales, marketing, and client implications of business decisions.

Analytical Excellence

Transforms client data, feedback, and market intelligence into meaningful business insights.

Collaboration & Influence

Builds alignment and drives action across multiple business functions without direct authority.

Communication

Effectively communicates complex information to executives, clients, and cross-functional teams.

Continuous Improvement

Uses client insights and performance metrics to drive ongoing improvements in client experience and organizational effectiveness.