Partner Success Manager

Job description

**About Waymark** Waymark is a mission-driven team of healthcare providers, technologists, and builders working to transform care for people with Medicaid benefits. We partner with communities to deliver technology-enabled, human-centered support that helps patients stay healthy and thrive. We’re designing tools and systems that bring care directly to those who need it most—removing barriers and reimagining what’s possible in Medicaid healthcare delivery. **Our Values** At Waymark, our values are the foundation of how we work, grow, and support one another: - Bold Builders: We tackle the toughest challenges in care delivery by harnessing the power of community and technology. - Humble Learners: We seek feedback, embrace diverse perspectives, and welcome challenges to our assumptions. - Experiment to Improve: We use data to inform decisions and continuously assess our performance. - Focused Urgency: Our mission drives us to act swiftly and relentlessly in pursuit of meaningful results. If this resonates with you, we invite you to bring your creativity, energy, and curiosity to Waymark. **About This Role** The Partner Success team is the face of Waymark with MCO and health system partners. This team builds relationships with stakeholders across our partners and is responsible for partner retention, growth and strategic account management. Partner Success forms a deep understanding of our partners’ needs and collaborates with teams across Waymark to ensure we meet these needs. This role will play a vital role strengthening our approach to partner management. This is critical as Waymark scales. You will be responsible for managing and evolving the tools and processes that support strong partnerships. Reporting to the VP of Partner Success, you will use your project management and analytical skills to drive strategic initiatives and ensure smooth execution of projects. You should be an excellent communicator who enjoys synthesizing information for customers, but also loves sharing insights from customers with teams internally to strengthen our products and services. **Key Responsibilities** - Relationship Management: Partner with VP Partner Success to strengthen relationships with partners by learning varied stakeholders’ needs and interests, proposing solutions, and ensuring execution of commitments. Independently own smaller accounts and serve as the day-to-day lead for partner meetings, ongoing relationship management, issue resolution and reporting. Work with colleagues from Operations, Clinical and other Waymark teams to action partner priorities and capture success stories that demonstrate impact. - Account Planning: Drive ongoing account planning by monitoring performance, identifying risks and opportunities, and coordinating execution across internal teams. Partner with VP Partner Success to develop account strategies that support retention, growth, and partner outcomes. - Joint Operating Committees (JOCs) & Reporting: Lead preparation of executive-ready materials that communicate Waymark's performance and impact and gain support for changes that can increase performance. Track and action partner requests that emerge from JOCs. Create and share additional performance reports with partners as needed. - Partner Success (PS) Operations: Continuously improve the systems, processes, and tools that enable effective account management at scale. Drive cross-functional and strategic initiatives. Manage cross-market PS meetings to support strategy, learning and team progress. - Voice of the Customer (VOC): Learn what matters to partners. Bring partner feedback back to internal teams to inform initiatives and product development. - Strategic Initiatives: Lead cross-functional initiatives that improve partner performance, strengthen scalability, and enhance the partner experience. Influence stakeholders across teams to ensure initiatives are executed effectively and deliver measurable outcomes. **Minimum Qualifications** - 7 years of experience that includes roles in consulting, customer success, account management, operations, and/or project management, including experience within healthcare services or health technology. - Strong project management and creative problem solving experience, with a proactive, detail-oriented, and customer-focused mindset - Demonstrated ability to influence cross-functional stakeholders internally and externally and drive outcomes without direct authority. - Experience collecting and analyzing data, and making data-driven presentations - Exceptional written and verbal communication skills - Self-motivated and eager to thrive in a fast-paced environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals - Flexible and adaptable to the changing needs of a fast growing start up - Deep commitment to improving healthcare for underserved populations **Preferred Qualifications** - Medicaid and healthcare transformation experience - Experience with value-based contracts and primary care providers **Hiring Range** $82,000 - $137,000 **In addition to salary, we offer a comprehensive benefits package. Here’s what you can expect:** - Stock Options: Opportunity to invest in the company’s growth. - Work-from-Home Stipend: A dedicated stipend for your first year to help set up your home office. - Medical, Vision, and Dental Coverage: Comprehensive plans to keep you and your family healthy. - Life Insurance: Basic life insurance to give you peace of mind. - Paid Time Off: 20 vacation days, accrued over the year, plus 11 paid holidays. - Parental Leave: 16 weeks of paid leave for birthing parents after six months of employment, and 8 weeks of bonding leave for non-birthing parents. - Retirement Savings: Access to a 401(k) plan with a company contribution, subject to a vesting schedule. - Commuter Benefits: Convenient options to support your commute needs. - Professional Development Stipend: A dedicated stipend supports professional development and growth. Offer of employment is contingent upon successful completion of a background check. Employment history and advanced degree/professional license verification (when applicable) are included as part of the standard background check process. *Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that some of us may be less likely to apply to jobs unless we meet every single qualification. Waymark is dedicated to building a supportive, equal opportunity, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every preferred qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!*