Provider Success Manager

About the Role

Day-to-day, the role entails a mix of strategic planning, relationship building, and operational execution. The ability to communicate complex ideas simply, both in writing and verbally, is essential, as is the capacity to work independently and as part of a distributed team. Given the nature of the work, a strong candidate will be adept at managing multiple priorities, navigating different stakeholders' needs, and leveraging digital tools to facilitate collaboration and knowledge sharing.

The healthcare industry is undergoing significant digital transformation, and Regard is at the forefront of this change. As such, the company is looking for individuals who are not only passionate about healthcare and education but also comfortable with technology and eager to contribute to the development of innovative solutions. This role offers the opportunity to make a real impact on the lives of healthcare providers and patients, which can be particularly fulfilling for those motivated by the desire to improve healthcare outcomes.

What You Will Do

• Own the education process for assigned client organizations, ensuring that healthcare providers have the knowledge and support needed to effectively utilize Regard's solutions.
• Develop and maintain strong relationships with healthcare providers, understanding their needs, and tailoring educational approaches to meet those needs.
• Collaborate with the Customer Experience team to schedule education, shadow, and debrief sessions that are comprehensive and well-timed.
• Identify barriers to adoption and work closely with the Customer Experience team to escalate and resolve these issues promptly.
• Recommend opportunities to improve onboarding, clinician communication, and user feedback processes, contributing to the continuous improvement of Regard's services.
• Work closely with the Sales, Marketing, Product, and Engineering teams to ensure that the voice of the customer is represented in product development and marketing strategies.
• Analyze data and feedback from healthcare providers to inform improvements in the education process and overall customer experience.
• Develop and implement internal process improvement initiatives that scale education quality and clinician adoption.
• Participate in the development of educational materials and resources that support the onboarding and ongoing education of healthcare providers.
• Stay up-to-date with industry trends and developments in healthcare and education, applying this knowledge to enhance Regard's services and support.

What We Are Looking For

• A minimum of 3 years of experience in a related field, such as healthcare education, project management, or customer success, preferably in a remote or distributed team setting.
• Strong digital skills, including proficiency in tools used for virtual collaboration, customer relationship management, and data analysis.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with healthcare providers and internal stakeholders.
• Experience in managing multiple priorities, navigating complex stakeholder needs, and driving projects forward in a fast-paced environment.
• A passion for healthcare and education, with a desire to contribute to improving healthcare outcomes through innovative solutions.
• Ability to work independently and as part of a distributed team, with a strong emphasis on self-motivation and discipline.
• Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Knowledge of adult learning principles and experience in developing educational programs for healthcare professionals.
• Familiarity with regulatory requirements and standards in healthcare education.

Nice to Have

• Experience with learning management systems and educational technology.
• Certification in a related field, such as healthcare education or project management.
• Familiarity with design thinking principles and human-centered design methodologies.
• Experience in conducting needs assessments and evaluating the effectiveness of educational programs.

Benefits and Perks

• Competitive compensation package.
• Comprehensive health insurance plan.
• Generous paid time off policy.
• Remote work stipend to support home office setup and ongoing expenses.
• Professional development opportunities, including funding for conferences and courses.
• Access to cutting-edge technology and tools to facilitate collaboration and productivity.
• Equity options as part of the compensation package.
• Flexible working hours to accommodate different time zones and work styles.

• To stand out, emphasize your experience in managing complex relationships and driving success in virtual settings, highlighting specific tools and technologies you've used.
• Prepare to discuss your understanding of adult learning principles and how you've applied them in previous roles to develop effective educational programs.
• Be ready to walk through your process for identifying and addressing barriers to adoption, using specific examples from your experience.
• Show a genuine passion for healthcare and education, and be prepared to discuss how you see yourself contributing to Regard's mission and values.
• Consider creating a portfolio that showcases your work in educational program development, customer success, or a related field to demonstrate your capabilities.
• When discussing salary, be prepared to negotiate based on your research of market standards for similar positions in the industry.