Head of Professional Services at WELL Health

| Greater LA Area | Remote
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ABOUT WELL HEALTH

Our Mission: Make healthcare the gold standard in customer service.

What We Deliver: WELL™ Health is a SaaS digital health leader in patient communications and the 2021 Best in KLAS winner in Patient Outreach. WELL Health’s intelligent communications hub is the only two-way digital health solution engaging patients throughout their entire care experience. WELL Health enables conversations between patients and their providers through secure, multilingual messaging in the patient’s preferred communications channel: texting, email, telephone, and live chat. By unifying and automating disjointed communications, WELL Health helps healthcare organizations drive more patient visits, build exceptional patient loyalty, and reduce staffing costs, frustration and turnover. 

Our Impact: WELL Health helps 200k+ healthcare providers facilitate more than 1 billion messages for 30+ million patients annually. 

Our award-winning culture: In 2021, WELL Health was named #10 on the Forbes list of America’s Best Startup Employers and was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In LA. Additionally, WELL Health is proud to recently be named #484 on the Inc. 5000 list of fastest growing private companies, and #133 on Deloitte’s 2021 Technology Fast 500. In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare.

SUMMARY

WELL Health is looking for an executive leader to grow our world class Professional Services Organization. You will report directly to our CRO. You will oversee WELL’s Project Management Organization and Client Education Team to drive delightful delivery of WELL’s product portfolio. As a process driven leader, you will work collaboratively to ensure maximal value delivery; setting clients up for ongoing success with a strong foundation and continuous education. You will be accountable for service delivery success measured by the time to value add, client satisfaction and key financial metrics.

RESPONSIBILITIES

  • Meet (or exceed!) an average time to revenue target of less than 90 days.
  • Maintain industry leading client satisfaction while meeting P&L financial metrics.
  • Work collaboratively to ensure that delivery and training models meet business needs.
  • Ensure project management methodology is aligned with the project deliverable goals. 
  • Engage with key client stakeholders at an executive level, capturing and sharing the voice of the customer during the delivery phase of the client life cycle.
  • Hire top talent, ensuring that PSO structure supports WELL’s business needs.
  • Continuously drive improvements in all areas that impact a client’s implementation and training experience; including product enhancements, project delivery methodologies, customer engagement models and training strategies.
  • Build delivery + training pricing and packaging to power effective delivery of WELL’s products at scale.
REQUIREMENTS
  • Bachelor’s degree from an accredited university; MBA preferred.
  • 10+ years of experience leading SaaS services teams.
  • Strong background in scaling venture-backed SaaS companies.
  • Adapt quickly to new technology, new processes and procedures, and standards in an environment of continuous improvement.
  • Proven track record of meeting and exceeding professional services financial KPIs.
  • A successful track record of running a complex Services organization, including team building, organizational development and driving positive mindset and cultural changes. Skilled and methodical in identifying and growing the next level leadership and talent. Comfortable and savvy working across multiple cultures.
  • A strong track record of the ability to streamline process and drive process standardization and repeatability, including aligning cross-functional stakeholders. Great ability to work collaboratively with all levels and functions within a company. 
  • Strong business and financial acumen. Skilled in planning, organizing, prioritizing, negotiating, and communication. Excellent verbal and written communication and customer facing skills. Highly articulate, with excellent writing and presentation skills.
  • A proven record of hands-on involvement in project implementation and delivery. Extensive experience in the software or process industries. Attention to detail and process with sound financial management skills.
  • Must demonstrate sound judgment, and be self-directed, highly motivated. Results driven. Detail oriented. Strong analytical and problem solving skills: outcome driven and solution focused.

BONUS

  • Healthcare industry knowledge preferred; payor or provider side experience.

LOCATION

WELL is headquartered in Santa Barbara, CA. This role is remote friendly to anyone currently based in the United States. #LI-Remote

WORKING AT WELL

  • Fantastic company culture – frequent Zoom company events (Lunch & Learns, trivia, yoga, etc.) and daily fun brought to you by many creative Slack channels.
  • Employee equity groups – 11 groups available for all to join. Black & Latinx, Women, LGBTQ+, Disability, and many more!
  • Learning and development – frequent events and tools available to help our employees #PursueGrowth.
  • Career mobility – we promote from within and have opportunities for employees to transfer between teams. 
  • Santa Barbara office perks dog-friendly office, healthy (and unhealthy) snacks, Kombucha and beer on tap, light-filled space, standing desks, and the occasional taco truck.
  • Company perks and benefits MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision).

Interested in learning more? Please visit our LinkedIn page or our Life at WELL Instagram (@wellhealthinc). To hear firsthand what it’s like to work at WELL, please view this team video

Committed to Diversity, Equity, and Inclusion

WELL Health is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at WELL are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status. 

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. WELL Health is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role! 

We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL is committed to providing employees with a work environment free of discrimination and harassment; WELL will not tolerate discrimination or harassment of any kind.

Candidates should be aware that WELL Health currently maintains a policy requiring all employees (Resident, Mobile and Remote) to be fully vaccinated. New employees should be fully vaccinated by their start date. WELL Health is an equal opportunity employer, and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
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    • ReactLibraries
    • ReduxLibraries
    • TypeORMLibraries
    • AngularJSFrameworks
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    • Nest JSFrameworks
    • MongoDBDatabases
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    • RedisDatabases
    • AmplitudeAnalytics
    • IllustratorDesign
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    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
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    • Lucid ChartManagement
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    • SproutSocialCMS
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    • GoToWebinarCMS
    • ConfluenceCMS
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    • SeismicCMS
    • SalesforceCRM
    • SalesloftCRM
    • GrooveCRM
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    • MailChimpEmail
    • ZoominfoLead Gen

Location

Santa Barbara HQ: with beautiful beaches, award-winning restaurants, & a thriving arts scene, Santa Barbara lives up to the hype. We offer roles that are based out of our offices (SB or Boston), fully remote and hybrid.
The United We Tech Series: The WELL Health Episode
Watch

An Insider's view of WELL Health

What’s the vibe like in the office?

The WELL team is a group of lively, driven and hardworking individuals. There is always music playing and dogs hanging- making it truly enjoyable to come into the office. The environment is very collaborative and exciting. I feel valued and challenged every day! 10/10 would recommend WELL!

Jess

Account Executive, FQHC

What kinds of technical challenges do you and your team face?

As an integration engineer, I am exposed to working with different EHRs. Records kept by different facilities need to be interchangeable; the file formats and structure need to be consistent enough that they can be read by our software. I am always thrilled to use our tools in innovative ways to overcome the challenges of our healthcare IT industry

Stephanie

Senior Integration Engineer

What makes someone successful on your team?

WELL’s Sales Development Team is the foundation of our sales engine and secret sauce to the company’s incredible growth over the past few years. The most successful reps are hungry and creative. They exceed pipeline targets, crush activity metrics, and most importantly - elevate the team around them.

Tom

Senior Inside Sales Manager

What is your vision for the company?

The average American spends more than $10K a year on healthcare, but customer service in medicine is rated the third-worst of any industry. We’re going to change that, giving patients delightful experiences, freeing the industry from clunky, obsolete communication practices, and making healthcare easier and more accessible—for everyone.

Guillaume

CEO

What are WELL Health Perks + Benefits

WELL Health Benefits Overview

Named #10 on the Forbes list of America’s Best Startup Employers in 2021 and twice on Inc. 5000 list of fastest growing private companies, WELL Health is a great place to work!

Company Culture – Inclusive, friendly and fun, our team enjoys frequent Zoom events including lunch & learns, trivia and baking classes, while our many creative Slack channels keep us smiling all day long.

Employee Equity Groups – Our 11 multicultural, employee-led Equity Groups reflect our dedication to creating an inclusive, equitable, and diverse workplace. Everyone is welcome to join any group as an identifying member or as an ally. Our Equity Groups include We Are WELL, Black American and Latinx, Women of WELL, WELL Earth, WAVE (PAN) WELL Asian Voices for Excellence, Pride Coalition, Veterans, POW (Parents of WELL), WELLABILITY, RISE (Rallying for Indigenous Support & Equity), and Inter-Faith Zone! For more info - visit our blog www.wellapp.com

Learning and Development – We provide customized learning experiences to strengthen innovation, creativity, empathy and leadership capabilities alongside critical technology skills. Our goal is to ensure all of our employees have the ability to thrive and succeed in their roles and beyond.

A few ways we #PursueGrowth at WELL Health:
Mentor WELL program
Manager development cohorts
Individual learning stipends
Internal mobility and career development programs
Leadership development and role-specific upskilling

Company Perks and Benefits – MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision), which include:
Five generous healthcare plan options, all at low monthly costs
Fertility benefits for family planning on all company-provided health plans
Unlimited access to Ginger, the world’s first integrated mental healthcare system, for those on most company provided health plans
$0 co-pay for in-network mental health visits on most company provided plans

Santa Barbara & Boston Office Perks:
Dog-friendly Office – Furry friends welcome!

Fully stocked kitchen with healthy (and unhealthy) snacks and drinks – kombucha and beer on tap, Bubbly Water dispenser, endless coffee, and Bagel Mondays.

Monthly catered lunches, raffles, and team outings, along with frequent team events both virtually and in person.

Inviting Work Space – open floor plan, light-filled space, Sonos-friendly, and standing desks.

The Santa Barbara office provides on site parking.

Note: WELL Health has not officially returned back to the office. However, employees are allowed to work in the office and reserve space, as long as they are vaccinated and follow all local and WELL Health's health and safety guidelines.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Available groups: Health & Wellness, Women, Black & Latinx, South Asian, Asian, & Pacific Islander, Indigenous People, Inter-Faith, Sustainability, Parents, Disability, Veterans, and LGBTQIA+.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Mental Health Benefits
All employees on eligible benefit plans receive $0 in-network mental health and well-being benefits.
Retirement & Stock Options Benefits
401(K)
Company Equity
WELL offers stock options through its equity grant plan that vest over a four-year period with a one-year cliff.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Flexibility if employees want to volunteer during normal business hours.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees free on-site parking in our lot, and a parking subsidy for when the lot is full.
Pet Friendly
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
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