Customer Success Manager, Cerner at WELL Health

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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’s Customer Success team is looking for a Customer Success Manager to join our growing organization and support Cerner and their customers. You will help drive Customers’ use of the Cerner labeled WELL platform and ensure Customer retention, growth, and overall customer satisfaction through your recommendations to Cerner. You will partner with Cerner to ensure their customers are satisfied with the company’s products and services, provide high-level enablement support and work to resolve any customer dissatisfactions. 

The Customer Success Manager owns a Cerner-specific book of business and supports Cerner at all levels. You will be responsible for establishing and building strong relationships with Cerner representatives and, at times, their customers, while also working with our internal teams, such as the Integration, Implementation, Product, Engineering, Sales, and Support. As the liaison between WELL and our Cerner Customers, you are an expert communicator and customer advocate. 

This position is an exciting opportunity if you are looking to be at the forefront of healthcare technology and are passionate about customer satisfaction.  

RESPONSIBILITIES

Drive Customer Success Outcomes

  • Establish a trusted advisor relationship with Cerner, leveraging product knowledge and market awareness to inform business decisions by mapping WELL features and functions to Cerner and their customers’ goals
  • Help define and manage lifecycle processes and touchpoints, including preparing business reviews, renewals, and expansions recommendations for Cerner to deliver to their customers
  • Proactively identify customer risks based on product usage and other key performance indicators and facilitate cross-department reviews and interventions

Drive True Value for Customers

  • Grow Customer depth of understanding of product use cases and capabilities to deliver value and ROI
  • Engage with Cerner representatives and other influential stakeholders to identify, define, track, and measure the overall impact of the solutions on the organization 

Drive Alignment with Renewals & Expansions

  • Help prepare Cerner for value-add business reviews and strategic alignment meetings with key partners to ensure goals are being met
  • Collaborate with Cerner on account planning and aligning the customer journey with new opportunities to grow the relationship 

Key Internal Relationship Alignment 

  • Act as a liaison between WELL’s product team and the customer, communicating our roadmap and its potential impact on customer activities and communicating customers’ interests to the product team
REQUIREMENTS
  • Previous experience working at Cerner
  • Bachelor’s degree is required (or equivalent experience)
  • 4+ years of experience in healthcare tech in a client-facing role
  • Superior communication, interpersonal, and relationship-building skills
  • Skilled at handling multiple high-priority tasks simultaneously, with an inclusive team approach
  • Self-starter with strong analytical skills and a data-driven focus
  • A mindset of inclusion and inspiration
LOCATION

WELL is headquartered in Santa Barbara, CA. This is a remote role based in Kansas City, MO.

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 from our employees about working at WELL.

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 Health 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 Health is committed to providing employees with a work environment free of discrimination and harassment; WELL Health 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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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
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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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