Partner Solutions, Director/Manager

📋 Description

• • Ascertain is at the forefront of revolutionizing healthcare administration through advanced AI agents, designed to alleviate the significant administrative burden faced by care teams. Our innovative solutions are already deployed within major health systems and large specialty groups, demonstrably saving hundreds of staff hours weekly and enhancing operational efficiency.
• • Backed by prominent institutions such as Northwell Health, New York’s largest health system, and Deerfield Management, a leading healthcare investment firm, Ascertain is poised for substantial growth and impact.
• • Our core mission is to restore time, trust, and focus to the dedicated professionals who sustain the healthcare system. We recognize the urgency of our work, driven not by startup timelines, but by the critical need of our customers for financial resilience and operational clarity in an increasingly strained healthcare environment.
• • As the Director/Manager of Partner Solutions, you will be instrumental in leading post-sale success and retention initiatives for Ascertain’s most valued partners. This pivotal role is ideally suited for an individual with a robust background in healthcare technology, SaaS implementation, or healthcare consulting, who is eager to establish and grow a high-impact function from its foundational stages.
• • You will assume end-to-end ownership of the customer lifecycle following the initial sale. This encompasses the meticulous oversight of pilot delivery, the strategic guidance of change management and user adoption, and the assurance of long-term customer retention and expansion opportunities.
• • A key aspect of your role will involve direct collaboration with care management and revenue cycle teams. Your objective will be to ensure seamless integration of our platform into their daily workflows, thereby delivering tangible, measurable value that directly addresses their operational challenges.
• • Your responsibilities will span the entire spectrum of customer engagement, from the initial implementation phases and pilot programs to comprehensive ongoing customer success initiatives and the onboarding process for future product releases.
• • You will foster close partnerships with our Sales, Product, Engineering, and Marketing departments. This collaboration is crucial to guarantee that each deployment achieves its intended measurable impact, provides clear Return on Investment (ROI) metrics that inform critical go-to-market decisions, and lays the groundwork for the effortless adoption of our expanding suite of offerings.
• • This position demands a hands-on approach and a high degree of ownership, making it perfect for an operator who excels in ambiguous environments, utilizes data as a primary driver for decision-making, and possesses a genuine passion for empowering healthcare teams to achieve their objectives.
• • You will play a significant role in defining our overarching partner success strategy, developing scalable Standard Operating Procedures (SOPs) and best-practice playbooks, and actively shaping the overall partner experience.
• • As the function matures, you will have the exciting opportunity to evolve into a formal leadership position, with the potential to build and manage your own dedicated team.
• • This role is based in our New York City office, operating on a hybrid model. However, for exceptional candidates, Ascertain is flexible and open to considering remote work arrangements.
• • You will report directly to the Chief Commercial Officer, working closely with senior leadership.
• • **Key Responsibilities include:**
• • **Engaging Stakeholders:** Serve as a foundational executive-facing client lead, conducting in-depth stakeholder interviews to understand needs, aligning on optimal workflows, presenting strategic insights and progress to executive sponsors, and conducting regular, impactful business reviews.
• • **Leading Solution Deployments:** Meticulously oversee the entire customer onboarding process, including detailed planning, system configuration, rigorous testing, comprehensive training, successful go-live execution, and ongoing support, all managed with clear project plans, defined milestones, and proactive risk mitigation strategies.
• • **Leveraging Impact Metrics:** Utilize established Key Performance Indicators (KPIs), such as time saved and turnaround time reduction, to effectively demonstrate the ROI of our solutions and to strategically support customer expansion initiatives.
• • **Driving Commercial Growth:** Collaborate closely with the Commercial team to identify and execute upsell and cross-sell opportunities for new products within established customer accounts. Subsequently, develop and implement a scalable customer success framework encompassing onboarding, training, ongoing support, and expansion strategies.
• • **Developing Success Frameworks:** Create a targeted customer success framework, tailored by customer type, which includes comprehensive onboarding, training, and support materials. This will involve developing essential resources such as role-based meeting templates, quick-start guides, frequently asked questions (FAQs), and video tutorials to effectively support a growing team and ensure consistent service delivery.