Objective: Lead implementation and account management for payor partnerships. 

‍

About Us: Delfina provides a leading pregnancy care data platform to improve maternal and child health outcomes.

‍

‍About You: We are seeking a Partner Success Manager to join our Growth team and pave a successful implementation and account management pathway for our payor partners. Our Partner Success Manager has a growth, implementation, challenge resolution, and customer-centric mindset with a strong foundation in creating and elevating operational processes. 

‍

Responsibilities:

• Implementation 
  
  • Define, develop, and lead client implementations by building relationships, communicating project status and open issues, and facilitating regular communications
  • Work cross-functionally to define the customer and partner success strategy for the next phase of Delfina’s growth (tools, processes, metrics, customer experience models)
  • Coordinate complex projects across matrixed organizations involving multiple teams
  • Proactively identify and drive resolution to implementation risks and rapid incident response
  • Ensure quality and NPS satisfaction on all client implementations 
  • Identify and implement continuous process improvement opportunities to drive scalability in the market and refine our internal playbooks
• Account Management 
  
  • Co-lead the strategy for revenue growth, retention, and satisfaction for each client partner
  • Develop action plans for escalated issues; work cross-functionally with Product, Engineering, and Marketing on issue resolution
  • Internal and external key stakeholder and communication management reporting out on KPIs and issue escalations
  • Partner with Marketing and Product teams to develop service adoption strategies that will lead to high levels of membership attribution and engagement
  • Develop a program for “Client Advocacy” for our referenceable clients in partnership with Delfina’s marketing team (leading to testimonials, case studies, joint speaking engagements, etc.)

Qualifications: 

• Minimum 5 years (7+ years ideal) experience managing and growing relationships in an operational, client delivery, or project management capacity
• Experience working with payors and/or employers
• Experience implementing digital health solutions in an enterprise setting
• Experience with complex contract negotiations
• Demonstrated success cultivating highly collaborative internal and external relationships
• Strong operational skills including project management, business requirements gathering, and relationship management
• Strong written and public speaking skills and a willingness to present in front of large audiences when needed
• Passion for details, responsiveness, and organization 
• Significant entrepreneurial drive, ability to create order from chaos, and willingness to roll up sleeves to directly solve challenging problems

‍

Preferred Qualifications:

• Medicaid experience preferred
• Health tech startup experience ideal, but not required

‍

Due to overwhelming interest in this role, we will only be reaching out to candidates with qualifications or equivalent experiences that are closely aligned with those above.  However, prospective applicants are encouraged to apply even if they do not meet 100% of the listed qualifications, and if so, should use their application materials to specifically indicate how their experiences meet (or are equivalent to) the minimum qualifications described.

‍

Compensation: $135,000 - $155,000 per year

‍

This role also includes the potential for significant performance-based incentive pay.

‍

The base salary range for this full-time position in the United States represents a wide variety of factors, including location, skills, experience, education, and training. New hires who meet most of the qualifications above should expect to earn near the middle of the posted salary range. 

‍

Benefits: Medical/Dental/Vision benefits are provided as options for all full-time employees at Delfina. Additional company benefits include starter 401(k), flexible vacation PTO, mental health and sick leave, company holidays, bereavement, family and parental leave, and equity compensation options for eligible employees.

‍

Application process: Send the following materials to sales-hiring@delfina.com with the subject line ‘Customer Success, Health Plan Partners Application’:

• Resume or Curriculum Vitae (CV)

‍

Application ‍Deadline for Best Consideration: February 28, 2025

‍

Delfina provides equal employment opportunities (EEO) without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy or family status, national origin, age, veteran or disability status.

‍

Note that Delfina does not sponsor or facilitate any U.S. work authorization.  All applicants must have unrestricted and independent authorization to work at Delfina. Delfina participates in the E-verify program to confirm employment authorization eligibility.

‍