As a
Senior Technical Implementation & Accounts Manager on our
Clinical Operations team, you will serve as the primary post-sale partner for our enterprise and diagnostics clients, ensuring they realize measurable value from Everlywell programs. You will combine account management, technical solutioning, and clinical workflow understanding to drive adoption, optimize performance, and grow strategic relationships over time.
You'll sit at the intersection of
client goals, clinical programs, and platform capabilities, translating complex requirements into scalable implementations and ongoing improvements. This is a hybrid role that blends
strategic account management, technical configuration oversight, and program performance tracking in a highly cross-functional environment.
What You'll Do: Client Partnership & Strategic Account Management (60%)- Own the end-to-end post-sale relationship for an assigned portfolio of Diagnostics Solutions and enterprise clients, serving as the primary point of contact for program needs, performance, technical questions, and clinical operations topics.
- Lead structured discovery and ongoing strategy conversations to deeply understand client objectives, success metrics, and constraints; translate those into clear account plans and roadmaps.
- Plan and facilitate recurring business reviews (e.g., QBRs) with client stakeholders, including performance readouts, insights, and recommendations for optimization and expansion.
- Proactively monitor account health (utilization, SLAs, clinical quality signals, and satisfaction) and drive action plans to address risks, performance gaps, or emerging needs.
- Own regular internal coordination, escalation, and execution of corrective action plans to swiftly resolve issues and minimize incident recurrence.
- Provide timely, transparent communication on issues, incidents, and changes, ensuring clients feel informed, supported, and confident in our partnership.
- Partner closely with Sales/BD, Clinical, Product, Implementations, Engineering, and Care Team leadership to ensure programs are meeting client KPIs and contractual commitments.
- Proactively identify and qualify opportunities for upsell, cross-sell, and expansion (e.g., new programs, new populations, additional services) that maximize client value by fully utilizing existing clinical workflows and platform resources, and collaborate with Sales/BD to execute, thereby delivering on strategic business development goals.
- Establish and maintain strong, multi-level relationships (clinical, operational, and executive), acting as a trusted advisor on both program design and day-to-day operations.
What You'll Do: Technical Solutioning & Implementation Oversight (25%)- Translate client requirements and use cases into platform configurations and workflows, partnering with Implementations, Product, and Clinical to ensure feasibility and alignment with best practices.
- Own the client-facing side of configuration timelines, milestones, and deliverables for new programs and major changes; manage expectations and surface risks early.
- Coordinate and communicate change management for configuration updates (e.g., clinical rules, routing logic, reporting changes), ensuring changes are documented, tested, and clearly communicated to clients.
- Develop a working understanding of underlying systems (e.g., proprietary platforms, EHRs, integrations, order/result flows, consult workflows, reporting pipelines) to effectively troubleshoot and triage issues.
- Collaborate with technical teams on integration-related topics (e.g., data mapping, file layouts, error handling) and help ensure client requirements are accurately captured and validated.
- Maintain accurate, client-specific documentation for configurations, workflows, SLAs, and edge cases to support consistent operations and scalable onboarding of new internal team members.
What You'll Do: Insights, Reporting & Continuous Improvement (15%)- Define and deliver standard and client-specific reporting that tracks funnel performance (orders - results - consults), clinical outcomes, SLAs, and operational quality for your accounts.
- Analyze trends to identify drivers of fallout, friction, or underperformance (e.g., rejection reasons, consult completion, address or data issues) and partner with clients and internal teams on corrective action plans.
- Synthesize structured feedback from clients and frontline teams into clear, actionable input for Product, Clinical, and Operations roadmaps (e.g., feature requests, workflow enhancements, reporting needs).
- Contribute to the design and evolution of standard operating procedures, playbooks, and templates that improve consistency, reduce operational complexity, and shorten time-to-launch for new clients and programs.
- Partner with Clinical, Data, and Operations teams to pilot and refine AI- and automation-supported workflows that improve quality, reduce manual effort, and scale support across the client portfolio.
Who You Are:- A client-obsessed, solutions-oriented partner who is energized by building long-term relationships and turning complex requirements into practical, scalable programs.
- A confident communicator who can engage comfortably with clinical leaders, operations teams, and technical stakeholders at large healthcare and diagnostics organizations.
- A systems thinker who enjoys mapping end-to-end workflows, identifying failure modes, and designing processes that are robust, compliant, and easy to operate.
- A collaborator who thrives in fast-paced, high-growth, mission-driven environments and is comfortable navigating ambiguity while still driving clarity and outcomes.
- Equally comfortable getting into the details of a configuration or report and zooming out to connect those details to client strategy and business value.
What You Bring:- 5-8+ years of experience in roles such as Technical Account Management, Customer Success, Enterprise Implementations, or Clinical Solutions/Operations within healthcare, digital health, or health tech.
- Demonstrated experience owning post-sale relationships with enterprise clients, including leading QBRs, driving renewals/expansion, and managing issue escalations.
- Strong understanding of care delivery models, clinical pathways, and clinical workflows, with the ability to translate them into technical and operational requirements.
- Experience working with healthcare technology platforms (e.g., EMRs, labs, telehealth, order/result interfaces, HL7/API integrations, FHIR, HIE/QHIN sources) and comfort partnering with technical teams to resolve issues.
- Proven ability to interpret and present data (dashboards, performance metrics, quality measures) and turn insights into clear recommendations and action plans.
- Excellent communication and documentation skills, with the ability to simplify complex concepts for both clinical and technical audiences and create clear client-facing materials.
- Bachelor's degree in science, healthcare, engineering, or related field; an advanced degree or clinical credential (e.g., RN, NP, PA, MPH, MHA) is a strong plus but not required.
- Comfort operating in a highly cross-functional environment and balancing multiple accounts, priorities, and timelines with a high bar for quality and follow-through.
