Enterprise Implementation Manager

About Cozeva

Applied Research Works, Inc. (aka Cozeva) is a leading provider of healthcare technology solutions aimed at transforming care delivery and payment. Our innovative platform focuses on value-based care, empowering healthcare teams to streamline operations and improve patient outcomes. 

Cozeva works with over 80+ healthcare organizations across Payors, Providers and risk-bearing entities.  Cozeva’s footprint is across 31 states, 97k+ providers with an impact on over 25 million Member lives.  Our go-to-market team is rapidly growing as we look to take our successes, primarily in the California market, and continue to scale nationwide.  

Job Description Summary

As an Enterprise Implementation Manager, you play a crucial role in the initial stages of the customer journey, ensuring that our enterprise clients successfully implement and adopt Cozeva, realizing the value of our solution to achieve their business goals. Your primary responsibility is to earn the trust of our customers and guide them through a seamless onboarding process, reducing churn risk and establishing a foundation for a long-term partnership. The Enterprise Implementation Manager will be part of a broader Sales & Revenue team, responsible for leading the cross-company efforts to help Cozeva minimize time-to-first-value for our customers.

Are you a person:

• That has a unique blend of technical experience and people skills, excelling at managing relationships focused on technology to create business efficiencies?
• That has a sense of urgency and is action-oriented and results-driven?
• With a strong “hands-on'' and disciplined work ethic?
• Who sets a quick pace and constantly raises the bar for themselves towards higher levels of achievement?

If so, this is your chance to shine!

Essential Responsibilities

1. Customer Relationship Building:
2. • Establish and maintain strong relationships with customers and key stakeholders.
   • Serve as the primary point of contact during the onboarding process.
3. Onboarding Planning and Execution:
4. • Deeply understand a customer’s business goals and drivers and their reasons for partnering with Cozeva. Develop and execute implementation plans tailored to each customer's needs.
   • Provide a consultative approach to ensure business decisions made during implementation are aligned to customer outcomes.
   • Ensure that all necessary setup, configuration, and customization tasks are completed.
5. Training and Education:
6. • Provide training sessions, webinars, and resources to help customers understand and utilize the software effectively.
   • Create and update educational materials and documentation.
7. Customer Success Management:
8. • Monitor customer progress and usage to ensure they are on track to achieve their goals.
   • Identify and address any issues or obstacles that may hinder successful adoption.
9. Feedback and Continuous Improvement:
10. • Collaborate with internal teams to improve the onboarding experience and product features based on customer feedback.
11. Cross-functional Collaboration:
12. • Work closely with sales, product, support, and customer success teams to ensure a cohesive customer experience.
    • Communicate customer needs and feedback to relevant teams.
13. Churn Risk Mitigation:
14. • Identify at-risk customers and develop strategies to mitigate churn.
    • Provide proactive support to ensure customer satisfaction and retention.
15. Performance Metrics and Reporting:
16. • Track and report on key performance indicators (KPIs) related to onboarding success, such as time-to-first-value, customer satisfaction, and retention.
    • Use data to identify trends and areas for improvement.
17. Process Optimization:
18. • Continuously evaluate and refine onboarding processes to increase efficiency and effectiveness.
    • Implement best practices and innovative approaches to enhance the onboarding experience.
19. Customer Advocacy:
20. • Act as an advocate for the customer within the company, ensuring their needs and concerns are addressed.
    • Promote a customer-centric culture across the organization.

Requirements

• Minimum requirement: BA/BS in a relevant discipline. MPH, MHA, MHSA, MBA or related graduate degree preferred.
• 3+ years in healthcare administration or healthcare technology/SaaS required. Experience working with Health Plans, Independent Physician Associations (IPAs), and Management Service Organizations (MSOs) or in value-based care programs preferred. Experience in customer success, consulting, account management, or a related role is a plus. 
• Passionate about learning about and solving challenging problems in the healthcare operations, regulation and technology space.
• Willingness to work as needed with international teams.
• Demonstrated excellence in the following areas:
• Communication & Relationship-Building: Excellent written and spoken communication skills with demonstrated ability to manage up. Excellent interpersonal and relationship-building skills.
• Presentation Skills: Sophisticated presentation skills in front of large and small audiences
• Emotional Intelligence: Natural ability to read and respond to a situation in the best interests of Cozeva and our customers.
• Organization: Proven ability to manage multiple complex accounts and projects simultaneously with a bias for action, ensuring deadlines are met and delivered to standard by internal and external stakeholders.
• Problem Solving: Ability to simplify and creatively solve complex problems, in response to challenges both in and out of your control. 
• Strategic Thinking: Demonstrated ability to influence and guide customer decision making during the implementation process based on what will best support achievement of customer business goals in the long term. 
• Drive: A proactive attitude that stays ahead of customer and company needs. Self-motivated mindset.
• Teamwork & Collaboration: Able to successfully collaborate with cross-functional teams. 

What You Get:

At Applied Research Works, Inc., we continually invest in our employees and offer comprehensive benefits, including remote work options, flexible time off, medical/dental/vision coverage, 401k plan with matching - to name a few.

Equal Opportunity Employer:

ARW is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note on Work Location:
This is a remote position open to candidates across the U.S. However, if you are located in the Bay Area, California or within 50 miles of Bellevue, Washington, you will be expected to work from a local office at least once per week.