CareMessage Remote Full-time

Join us to Improve Health Equity for 5 Million People!
CareMessage is the Health Equity engine of the United States. Our mission is to leverage technology to improve health equity for people from low socioeconomic backgrounds, with a core focus on the safety-net organizations that serve them best: federally qualified health centers (FQHCs), free and charitable clinics, Indian Health Service (IHS) health facilities and Native American-focused health centers. The CareMessage platform allows healthcare organizations to communicate with patients at scale, prompting patients to action via technology-enabled solutions designed to increase access to care, improve clinical outcomes and address social drivers of health.
Nationally, CareMessage is proud to work with over 400 customers in 43 states. Since 2013, safety-net organizations have leveraged CareMessage to reach over 17 million low-income patients with over 350 million text messages.
Founded in 2012 at Stanford University, CareMessage has raised over $35 million from Google.org, William K. Bowes Jr. Foundation, Pershing Square Foundation, Y Combinator, Schmidt Futures, Twilio.org, Direct Relief, Biogen, and many more.
CareMessage is in search of its first Team Lead, Implementation & Support. This role will oversee a team of approximately 4 Senior Implementation Project Managers and Technical Support Analysts. Our aim is to be able to drive value via our integrations in the areas of clinical outcomes, increased access to care, and improvements in Social Determinants of Health for 5 Million people from low-socio-economic backgrounds in 2028. This individual will help us accomplish this by creating a robust technical services team that drives quick time to value, low customer effort, low partner effort, and high customer satisfaction. 
Our ideal candidate is an experienced data-driven manager who thrives in fully-distributed startup environments and has operations experience. They are passionate about collaborating with business stakeholders to develop the processes that drive excellent implementations – in a technical sense, in terms of understanding customer workflows (how FQHCs, FCCs, partner organizations operate), and in terms of demonstrating cultural and market competence. They view themselves as a catalyst for enhancing team productivity and continuously seek ways to elevate Implementation & Support and our organization as a whole, making both more impactful. Above all, they share our mission-driven commitment and take pride in contributing to our goal of advancing health equity for individuals of low socio-economic status nationwide.

Requirements:

  • Proven Track Record: At least 4 years of successful experience as a people manager in roles in a Customer Success department for early-to-growth stage remote startup environments and 8+ years of experience in healthcare/health tech.
  • Strategic Leadership: Demonstrated ability to develop OKRs, build handbooks, and build reports. Comfort working with senior leaders internally and externally as needed, developing PPTs for professional updates, and discussing roadmaps. Reported to senior leadership or executive level.
  • Technical Proficiency: Strong technical acumen coupled with an understanding of API and SFTP protocols, end-to-end EMR or similar systems, SQL, data concepts, and pipelines (ELT). Some experience with integration engines is a plus.
  • Hands-on experience: The experience and ability to implement customers. This is primarily a people management role, but it would be expected that you will take on strategic implementations or pilots from time-to-time to stay close to how our process works so you can shape how we can evolve it.
  • Collaborative Expertise: Exceptional collaboration and influencing skills, with a talent for working effectively with Product, Integration, and Engineering teams to craft optimal solutions while navigating multiple constraints.
  • Cultural Advocate: A commitment to cultivating both individual growth and high-performance on the Implementation & Support team that retains and attracts top talent.
  • Mentorship: Growth-oriented mindset with the capability to guide others on their development journey.
  • Communication Skills: Outstanding written and verbal communication skills; demonstrated ability to facilitate effective team interactions.
  • Autonomous Prioritization: Proficiency in identifying and managing priorities independently, ensuring efficient workflow.
  • Diversity and Inclusion: Dedication to promoting diversity and inclusion within teams, especially considering our global team composition and diverse perspectives.

Responsibilities:

  • Leadership and Team Management:
  • Directly oversee and guide the Implementation & Support team.
  • Provide consistent, constructive feedback and conduct performance reviews to foster professional growth.
  • Uphold a high-performance culture, including auditing gong calls, attending key meetings, managing critical performance conversations and, when necessary, making decisions regarding team composition.
  • Talent Acquisition and Retention:
  • Actively participate in the recruitment, interviewing, and retention of top-tier Implementation & Support talent. We have a solid team today, and we believe this will not be a primary focus area in 2024.
  • Collaborate with other people managers to nurture team engagement and enhance our company culture.
  • Technical Proficiency:
  • Work with the VP of Customer Success to create our Implementation & Support strategy, including how we want to train our customers and how we want our customer to self-serve.
  • Own this strategy and drive execution, including the development and execution of OKRs associated. 
  • Own the integration engine and the processes that define how our Implementation & Support team uses it in alignment with expectations of our Product & Development team.
  • Remain close to implementations and the integrations roadmap, working closely with the Principal Product Manager, and when necessary play a hands-on role in helping pilot and launch new integrations/automations.
  • Stay abreast of emerging technologies and industry trends, positioning us at the forefront of technical innovation.
  • Strategic Collaboration:
  • Assist the VP of Customer Success in partner and vendor management, including helping to unblock EMR-related challenges if possible.
  • Identify and spearhead solutions that enhance the efficiency and effectiveness of the Implementation & Support team in alignment with the new Customer Journey.
  • Team Engagement:
  • Skillfully develop, lead, and facilitate essential team rituals, weekly standups, OKR reviews, Retrospectives, and Implementation Process Reviews.
  • Process Improvement:
  • Develop an implementation handbook that takes customer segmentation into account and aligns with the new Customer Journey. 
  • Develop processes, tools, and reports that enhance our team’s overall effectiveness.
  • Collaborate with the Team Lead of Customer Success Management and our Business Operations Lead to drive internal integrations and automations that improve productivity and efficiency in Customer Success.

Within 1 month you will:

  • Gain a foundational understanding of our product, customers and patients
  • Meet key internal stakeholders and begin to understand policies and protocols
  • Become familiar with our market, our partners, our vendors, and the EMR and PHM landscape
  • Establish rapport with your team through Wiki contributions, 1:1s, Team Rituals, shadowing, etc.
  • Undergo Gainsight and Intercom training, particularly for onboarding use cases
  • Align with the VP, Customer Success, VP of Engineering, and Principal Product Manager on the needed team improvements

Within 3 months you will:

  • Begin driving progress, improvement, and impact with respect to our OKRs
  • Partner with  Sales and Marketing, on handoffs, how Implementations & Support is discussed in external materials, and Customer Journey improvements
  • Own and develop our implementation handbook (ongoing in 2024)
  • Own our forecasts and our reporting on the status of our implementations and pilots
  • Meet with your counterpart at our partner and EMR organizations
  • Take over responsibility for performance management and feedback for your team

Within 6 months you will:

  • Display improvement in the customer lifecycle for onboarding, including reduced time to value and customer effort and better integrating our company strategy into how we execute implementations
  • Display strong leadership in the area of Implementation & Support management, resulting in team productivity, engagement, consistent delivery, etc
  • Leverage integration adoption data and customer interviews to gain insights, provide guidance, reduce churn risk, and improve overall customer satisfaction
  • Partner with the Principal Product Manager and Product Marketing to ensure alignment on pricing, collateral, and other handouts related to Implementation & Support
  • Align with the Team Lead, Customer Success Management on handoffs and customer health