Senior Technical Implementation & Accounts Manager (Clinical Operations)
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Everlywell is a digital health company pioneering the next generation of biomarker intelligencecombining AI-powered technology with human insight to deliver personalized actionable health answers. We transform complex biomarker data into life-changing insightsseamlessly integrating advanced diagnostics virtual care and patient engagement to reshape how and where health happens.
Over the past decade Everlywell has delivered close to 1 billion personalized health insights transforming care for 60 million people and powering hundreds of enterprise 2024 alone an estimated 1 in 86 U.S. households received an Everlywell test solidifying our spot as the #1 at-home testing brand in the country. And were just getting started. Fueled by AI and built for scale were breaking down barriers closing care gaps and unlocking a more connected healthcare experience that is smarter faster and more personalized.
As a Senior Technical Implementation & Accounts Manager on our Clinical Operations team you will serve as the primary post-sale partner for our enterprise and diagnostics clients ensuring they realize measurable value from Everlywell programs. You will combine account management technical solutioning and clinical workflow understanding to drive adoption optimize performance and grow strategic relationships over time.
Youll sit at the intersection of client goals clinical programs and platform capabilities translating complex requirements into scalable implementations and ongoing improvements. This is a hybrid role that blends strategic account management technical configuration oversight and program performance tracking in a highly cross-functional environment.
What Youll Do: Client Partnership & Strategic Account Management (60%)
- Own the end-to-end post-sale relationship for an assigned portfolio of Diagnostics Solutions and enterprise clients serving as the primary point of contact for program needs performance technical questions and clinical operations topics.
- Lead structured discovery and ongoing strategy conversations to deeply understand client objectives success metrics and constraints; translate those into clear account plans and roadmaps.
- Plan and facilitate recurring business reviews (e.g. QBRs) with client stakeholders including performance readouts insights and recommendations for optimization and expansion.
- Proactively monitor account health (utilization SLAs clinical quality signals and satisfaction) and drive action plans to address risks performance gaps or emerging needs.
- Own regular internal coordination escalation and execution of corrective action plans to swiftly resolve issues and minimize incident recurrence.
- Provide timely transparent communication on issues incidents and changes ensuring clients feel informed supported and confident in our partnership.
- Partner closely with Sales/BD Clinical Product Implementations Engineering and Care Team leadership to ensure programs are meeting client KPIs and contractual commitments.
- Proactively identify and qualify opportunities for upsell cross-sell and expansion (e.g. new programs new populations additional services) that maximize client value by fully utilizing existing clinical workflows and platform resources and collaborate with Sales/BD to execute thereby delivering on strategic business development goals.
- Establish and maintain strong multi-level relationships (clinical operational and executive) acting as a trusted advisor on both program design and day-to-day operations.
What Youll Do: Technical Solutioning & Implementation Oversight (25%)
- Translate client requirements and use cases into platform configurations and workflows partnering with Implementations Product and Clinical to ensure feasibility and alignment with best practices.
- Own the client-facing side of configuration timelines milestones and deliverables for new programs and major changes; manage expectations and surface risks early.
- Coordinate and communicate change management for configuration updates (e.g. clinical rules routing logic reporting changes) ensuring changes are documented tested and clearly communicated to clients.
- Develop a working understanding of underlying systems (e.g. proprietary platforms EHRs integrations order/result flows consult workflows reporting pipelines) to effectively troubleshoot and triage issues.
- Collaborate with technical teams on integration-related topics (e.g. data mapping file layouts error handling) and help ensure client requirements are accurately captured and validated.
- Maintain accurate client-specific documentation for configurations workflows SLAs and edge cases to support consistent operations and scalable onboarding of new internal team members.
What Youll Do: Insights Reporting & Continuous Improvement (15%)
- Define and deliver standard and client-specific reporting that tracks funnel performance (orders results consults) clinical outcomes SLAs and operational quality for your accounts.
- Analyze trends to identify drivers of fallout friction or underperformance (e.g. rejection reasons consult completion address or data issues) and partner with clients and internal teams on corrective action plans.
- Synthesize structured feedback from clients and frontline teams into clear actionable input for Product Clinical and Operations roadmaps (e.g. feature requests workflow enhancements reporting needs).
- Contribute to the design and evolution of standard operating procedures playbooks and templates that improve consistency reduce operational complexity and shorten time-to-launch for new clients and programs.
- Partner with Clinical Data and Operations teams to pilot and refine AI- and automation-supported workflows that improve quality reduce manual effort and scale support across the client portfolio.
Who You Are:
- A client-obsessed solutions-oriented partner who is energized by building long-term relationships and turning complex requirements into practical scalable programs.
- A confident communicator who can engage comfortably with clinical leaders operations teams and technical stakeholders at large healthcare and diagnostics organizations.
- A systems thinker who enjoys mapping end-to-end workflows identifying failure modes and designing processes that are robust compliant and easy to operate.
- A collaborator who thrives in fast-paced high-growth mission-driven environments and is comfortable navigating ambiguity while still driving clarity and outcomes.
- Equally comfortable getting into the details of a configuration or report and zooming out to connect those details to client strategy and business value.
What You Bring:
- 5-8 years of experience in roles such as Technical Account Management Customer Success Enterprise Implementations or Clinical Solutions/Operations within healthcare digital health or health tech.
- Demonstrated experience owning post-sale relationships with enterprise clients including leading QBRs driving renewals/expansion and managing issue escalations.
- Strong understanding of care delivery models clinical pathways and clinical workflows with the ability to translate them into technical and operational requirements.
- Experience working with healthcare technology platforms (e.g. EMRs labs telehealth order/result interfaces HL7/API integrations FHIR HIE/QHIN sources) and comfort partnering with technical teams to resolve issues.
- Proven ability to interpret and present data (dashboards performance metrics quality measures) and turn insights into clear recommendations and action plans.
- Excellent communication and documentation skills with the ability to simplify complex concepts for both clinical and technical audiences and create clear client-facing materials.
- Bachelors degree in science healthcare engineering or related field; an advanced degree or clinical credential (e.g. RN NP PA MPH MHA) is a strong plus but not required.
- Comfort operating in a highly cross-functional environment and balancing multiple accounts priorities and timelines with a high bar for quality and follow-through.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- Employee Evaluation
- Continuous Improvement
- FDA Regulations
- Management Experience
- Process Improvement
- Profit & Loss
- Operations Management
- Project Management
- Strategic Planning
- Leadership Experience
- P&L Management
- Supervising Experience
About Company
Home health testing has never been easier. Order at-home tests directly to your door and get your results online within days.
