Twin Health - Manager, Client Onboarding & Operations

• Drive Client Value • Drive Client Value • Establish and maintain highly effective relationships with key stakeholders, executives and the C-suite across large enterprise clients • Develop fluent understanding of Twin Health programs, onboarding processes, ongoing program management, growth marketing approach and clinical operations • Successfully onboard Twin’s program(s) end-to-end across a portfolio of Twin clients, including self-insured employers, health plans and health systems • Lead discovery sessions to gain insight into Twin’s clients’ culture, priorities, and goals in order to design tailored solutions that work for their populations • Program manage and assist Twin’s Client Growth team with ongoing client support post-launch • Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction • Perform and lead the setup, configuration, and testing of client instances to ensure proper functionality • Coordinate internal resources and third parties/vendors for the flawless execution of projects • Train clients on Twin programs to drive awareness and enrollment • Analyze client data pre and post launch to provide actionable insights for internal teams and clients • Deliver Project Management Excellence • Manage multiple complex projects simultaneously - setting expectations, managing overall project plan, and managing cross-functional teams to ensure timeliness and launch readiness • Effectively manage client stakeholders throughout onboarding, including leading client meetings, setting and managing expectations, building stakeholder alignment, and managing risks and escalations • Work with the clients technical leads (or 3rd parties) to operationalize data access and eligibility file management, including finalizing file/data requirements, setting up file transfer and validation, and ongoing issue resolution • Prepare, execute and participate in special events held for or hosted by clients • Prepare presentations and reports in a consumable client format that delivers actionable insights post launch • Manage project expectations through regular meetings, project status reports and maintaining great relationships • Build out standard onboarding work, templates, playbooks and internal cross-functional SOP’s to drive continuous improvement and best practice development in our approach • Lead Cross-functionally • Manage client issues/escalations and mobilize internal teams such as Client Growth, Client Integration, Clinical Delivery, Product, Member Operations and Business Development, to drive resolution • Work cross-functionality with teams such as Clinical Delivery, Product, Marketing, Engineering, Billing Operations and Executive teams to ensure client/market feedback is shared for ongoing improvements • Partner with Member Marketing to develop pre-launch member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall client satisfaction • Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness. • Serve as internal team SME/point person to ensure efficiency and consistency across the onboarding lifecycle • Drive internal alignment and manage cross-functional teams to ensure successful launches