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TITLE

 

Client Engagement Lead/Director (Life Sciences)

COMPANY

 

Health Catalyst

LOCATION

 

Cambridge, MA, US

Description

Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

  • Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation​

  • Analytics: deliver analytic applications & services that generate insight on how to measurably improve​

  • Expertise: provide clinical, financial & operational experts who enable & accelerate improvement​

  • Engagement: attract, develop and retain world-class team members by being a best place to work​

 

 

Job Summary

 

The Client Engagement Management role has primary accountability for the success of our customer engagements with life sciences clients. This is done by understanding customer needs/goals and Health Catalyst’s products and services, identifying effective solutions for meeting those goals, overseeing the implementation of identified solutions, and ultimately realizing a return on our customers’ investments. Orchestrating the contributions of the people, processes, and technology essential for this outcome is the essence of the engagement management role. In addition, success includes our customers’ satisfaction with our products and services, increased longevity of the client’s partnership with Health Catalyst, and the profitability of the client relationship for Health Catalyst. This position serves as a visible example of our strong commitment to continuous improvement; the Health Catalyst operating principles, cultural attributes, and mission; and the assurance that all client-facing resources contributing to the client engagement uphold these attributes.

 

There are three main roles in engagement management. The engagement lead is responsible for shared governance, and negotiation of contract renewal, and has ultimate accountability of client success. The engagement lead is responsible for project and contract management, client engagement, and execution of contractual commitments.

 

Skills/Competencies

  • Strategic planning for the engagement
  • Accelerating change
  • Excellent negotiation/conflict resolution skills
  • Compelling Communication – compassionate candor, active listener
  • Cultivating Clinical and Business Partnerships
  • Ability to guide project and engagement groups from various professional backgrounds including leadership of teams without formal “line” authority
  • Ability to coordinate across business units and manage complex, matrixed operations
  • Ability to interface with and understand lingo of technical staff

 

Duties

Outcomes:

  • Create a strategic plan for each customer engagement that will accelerate and increase capacity for measurable outcomes and deliverables
  • Primary accountability for expanding relationships with C-level executives while preserving mid-level management relationships
  • Primary accountability for ensuring each customer understands opportunities and achieves measurable and significant return on investment with Health Catalyst
  • Primary accountability for guiding transformation change through partnering with client managers and applying appropriate principles and methodologies

 

Ownership:

  • Ensuring delivery to client per contractual obligations
  • Serve as a liaison with contracting/legal/BD/finance
  • Work with business development team for Contract Renewal and Expansion to sustain and grow revenue for customer assigned engagement
  • Primary accountability for the management of P&L metrics associated with each assigned customer engagement
  • Primary accountability for the management, growth and development of any direct reports and matrixed team members for performance within Health Catalyst and in customer engagements
  • Ensures stewardship of financial resources to best support the work of the entire organization in its mission fulfillment.
  • Works closely with analytics and other Life Sciences technology staff to ensure successful execution of signed projects

 

Pragmatic Innovation:

  • Accountability for at least one Health Catalyst Life Sciences domain specific professional service offering
  • Acts quickly to seize opportunities for innovation and new ways to benefit clients through effective use of partners and alliances to drive broader value proposition

 

Transparency:

  • Primary responsibility for the management of client expectations
  • Primary responsibility to partner with customer leadership to remove barriers, mitigate risks and bring visibility to unresolved issues
  • Primary responsibility to negotiating client side personnel adjustments, improvement or removal to ensure effective and efficient improvement of capacity to improve
  • Primary accountability to ensure customer satisfaction with all aspects of Health Catalyst engagement effective leaders

 

Education and Experience

  • Master’s Degree required (preferred MBA or MHA)
  • Minimum 5 - 7 years’ experience in Life Sciences
  • Experience in client relationship management, consulting, program development and management, analytics, and finance
  • Excellent listening, negotiation/influence, and collaboration skills
  • Demonstrated experience to effectively work with medical affairs and/or commercial teams

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