Client Experience Manager

About us

Rock Health accelerates innovation in digital health through an early-stage venture fund (Rock Health Capital), a non-profit advancing equity-centered change (RockHealth.org), and a digital health strategy group (Rock Health Advisory).

Our client experience team sits within Rock Health Advisory, which seeks to shape the future of healthcare together with dynamic organizations, empowering leaders to bring innovation to life.

At Rock Health Advisory, we aim to create a great working environment that meets the needs of all of our employees. Core benefits include:

• Distributed team with office hubs in SF, NYC, LA
• Paid medical, dental and vision insurance
• 401k plan with employer contribution
• Discretionary time off policy
• Parental leave policy

About the role

We’re hiring a Client Experience Manager to support Rock Health Advisory by helping to service, delight, renew, and grow client relationships.

Your success will be evaluated on three priority areas:

1. Supporting (and delighting!) a portfolio of enterprise clients in service of contract renewal
2. Strategically growing client relationships within your portfolio across Rock Health Advisory
3. Leading development and execution of current Membership programming and processes that supports the growth of the program

This role will report to the Director of Client Experience and work collaboratively across Rock Health.

About you

You’re a skilled relationship-builder who is interested in learning about every person you meet. You’re humble and care deeply about making a difference—ideally by making a massive impact in healthcare. You approach relationships prioritizing the long-term growth and opportunity for all parties—and can sniff out and avoid transactional scenarios that could ultimately harm relationships. You love delighting clients and closing deals and have the persistence, creativity, and humanity to get to “yes.” You recognize the value Rock Health provides and are skillful at communicating that vision to others. You’re also a creative, outside-the-box thinker who, in the face of ambiguity, can identify and execute on new opportunities to drive value to Rock Health’s Member ecosystem.

Responsibilities

Account Management of Client Portfolio

• Independently own, build, and manage relationships with a portfolio of Rock Health Members, including leading regular check-in calls, Quarterly Business Reviews, and in-person meetings
• Build strong relationships with clients and ensure they are bringing key constituents into the fold to expand Rock Health’s reach and impact within the organization
• Demonstrate deep knowledge of Members’ business, strategy, and digital health-related initiatives—and act as the “voice of the member” in internal Rock Health team discussions. Optimize the capture and dissemination of this information among the Rock Health team (using our CRM and other tools as needed)
• Optimizes value for each Member, including use of benefits such as: startup connections, virtual webinars, bespoke market insight deliverables, and in-person presentations

Business Development

• Independently build and execute on plans to renew existing Member relationships and to grow annual spend through Consulting services or within the Membership program
• Manage the contracting process for renewing members and negotiate key contract terms

Membership Services

• Support execution of Member services (e.g., monthly memos, webinars) and look for opportunities for improvement from a value creation and efficiency standpoint
• Collaborate with team members to plan biannual member forums, and ensure Members have a valuable experience at all Rock Health events
• Work with leadership of the Membership team to ensure program offerings are consistently refreshed and exceeding the needs of Members—communicate to leadership key learnings from current portfolio Members, contribute to ideation sessions to evolve the products/services of Membership, and execute on new offerings
• Work with the broader Rock Health team to ensure smooth delivery (and feedback mechanisms) for all services, resources, events, and other deliverables

Ecosystem Collaboration in Service to Members

• Proactively “connect the dots” between the strategies of Rock Health’s Members and those of portfolio companies, other startups, and deal flow companies
• Maintain relationships with digital health entrepreneurs to keep a pulse on emerging innovation

Other duties as needed and as assigned.

Qualifications

• 3-6 years account management experience. Healthcare-related field strongly preferred
• Excellent written, oral communication, and presentation skills
• Insatiable intellectual curiosity and fervent attention to detail
• Talent for networking—meeting new people and connecting people—and developing productive business relationships
• Ability to work on multiple projects in parallel with consistent high quality
• Self-starter who is able to navigate uncertainty and thrive with minimal management
• Solid understanding of the healthcare industry and technology innovation
• Ability to communicate thoughtfully, confidently, and succinctly with senior executives
• Willingness to travel when necessary to meet client needs (note this role is remote; however, a few planned events happen each year that you may be required to attend)

Compensation

The range for base compensation for this role is $100,000 – $120,000. Client Experience Managers will be eligible for bonus based on personal and company performance.

Please submit your application for the Client Experience role here.

As an Equal Opportunity Employer, Rock Health Advisory does not discriminate against applicants or employees due to their race, ethnicity, religion, sexual orientation, gender, gender identity, age, physical ability, hairstyle, previous incarceration, length of time spent unemployed or status as a covered veteran in accordance with applicable federal, state and local laws. Rock Health Advisory complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has employees. Reasonable accommodation is available for qualified individuals with disabilities, upon request. We strive to reflect the diverse community we serve. Applicants who contribute to this diversity are strongly encouraged to apply.

Rock Health Advisory will always communicate with you by email from the rockhealth.com or rockhealth.org domain and will not reach out to you over Signal or other messaging apps. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have any reason to believe you may be the target of a scam, please contact us at hello@rockhealth.com and we will confirm if you’re engaging with one of our Rock Health teammates.