Market Operations Lead – New England

Boston

PatientPing is a venture-backed health technology company based in Boston, MA that is transforming healthcare delivery. We are building a national network that connects providers with real-time notifications when their patients receive care anywhere, so that providers can better coordinate patient care. Our customers include hundreds of health systems, physician organizations, and post-acute care providers across the country. Our vision is bold – to build a national care coordination network that allows providers to put patients at the center of their care.

Job Description

We are actively recruiting a full-time Market Operations Lead based in Boston, reporting to the Operations Manager - New England. Do you want to own a market? You will be responsible for live ARR growth (annual recurring revenue) by onboarding new customers to our platform to increase market density and ensuring high customer and user engagement and happiness, which will lead to increased customer lifetime value (expansion and retention existing customers).

The New England Operations team leads the entire post-sales customer lifecycle and synthesizes the voice of the market, its customers and their users, which will provide direct input into our Growth and Product priorities. You will be supported by subject matter guides in our centralized Market, Customer and User Success Teams. You will travel throughout the New England region and be based at our company's Boston headquarters.

What Success Looks Like:

In 3 months…

Execution

•Developed in-depth understanding of our platform and internal processes

•Contributed to setting aspirational quarterly Live ARR growth targets for your markets

•Formed working relationships with priority customers and their users

•Developed detailed understanding of local market dynamics including network density, growth targets, and key opportunities and how to pursue them

•Understood your customers: how many by segment, why they buy, how we create customer value, why they renew

•Understood your users: why they engage with our product, how they use the application, care coordination workflows you can support, and their usage frequency

•Identified key product gaps blocking network density & engagement

Collaboration

•Established strong relationships with current New England Market Operations and Growth teams.

•Created collaborative relationship with Customer Support, Integrations, User Success, and Customer Success teams to ensure effective and efficient execution of regional tasks and troubleshooting

•Surfaced interface opportunities to drive greater alignment, especially with Growth and Product

In 6 months…

Execution:

•Demonstrated achievement of quarterly Objectives and Key Results including Live ARR targets

•Established systematic approach for growing customer life cycle value

•Become the primary relationship owner for end-users

•Advocated for and enthusiastically rolled out key product and workflow opportunities to increase network density, defensibility and engagement

Collaboration

•Established collaborative relationship with Product team to ensure effective input of customer requests

•Increased collaboration with regional teams on goal setting and identifying Live ARR targets

 In 12 months…

Execution:

•Demonstrated support to the New England Operations and Growth teams in accelerating Live ARR growth

•Demonstrated success in maintaining and growing customers (churn mitigation, high NPS)

•Continued ownership responsibility across customer segments and types

What You Need:

•Passion for keeping up with the complexities of healthcare, including regional regulatory dynamics, payer/provider reimbursement models, interoperability/healthcare tech trends

•Experience with relevant business models: regional roll-out business with local network effects a plus, enterprise SaaS businesses with consumer-like user experiences a plus

•Relevant functional experience: business development, go-to-market strategy, account management (P&L management)

•Ownership mindset: highly accountable self-starter and comfortable “being responsible for a number”; senior executive relationship management

•Excellent written and verbal communication, organization, and project management skills

•An entrepreneurial, motivated, curious, and insightful; uses data to create focus

What You Get:

•Be on the ground floor of a rapidly growing company with many opportunities to expand the role and responsibilities 

•Have the autonomy to build something with an enthusiastically supportive team

•Learn best practices from world class investors and advisors

•Become an expert on healthcare delivery system transformation, and work closely with the country’s most innovative health systems

•Receive cash and equity compensation with health, dental, and other benefits 

PatientPing is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.