Client Experience Manager

The Client Experience Manager is responsible for driving value initiatives and successful product deployment for Certilytics clients. This role serves as a critical bridge between customers and internal Certilytics teams—including operations, analysts, data science, clinical, and product management—to ensure analytics solutions are delivered effectively and client expectations are exceeded.  Successful candidates bring a mix of business acumen, analytical capability, and client leadership, with the ability to guide strategy, prioritize needs, and turn insight into action. Level and scope will be determined based on experience.

Primary Goal

The primary goal of the Client Experience role is to drive measurable value and long‑term success for Certilytics clients by serving as a trusted strategic partner and effective bridge between customers and internal teams. This role ensures the successful deployment and adoption of Certilytics’ analytics and product solutions by aligning client strategy, analytic insights, and operational execution—while proactively managing relationships, identifying growth opportunities, and continuously exceeding client expectations throughout the lifecycle of the partnership.

Key Responsibilities

·         Highest quality written and verbal communication skills (must have)

·         Ability to influence cross functional teams without formal authority

·         Ability to work with both external and internal customers

·         Presentation and consultative skills

·         Detailed knowledge of medical and pharmacy claims data

·         Self-motivated, proactive self-starter with the ability to handle multiple complex assignments

·         Demonstrates entrepreneurial openness and ability to explore new possibilities and to approach issues differently; a visionary; intellectually agile

·         Serve as the primary liaison between Certilytics and assigned customers, owning or supporting the overall health of the client relationship

·         Maintain clear, ongoing communication with clients to understand key needs, objectives, and evolving strategy

·         Guide overall engagement strategy from implementation through ongoing projects, ensuring adoption and delivery of contracted outcomes

·         Foster strong, long‑term relationships with client stakeholders, consultants, and partners; includes travel as needed

·         Lead or support business reviews and strategic discussions focused on KPIs, client goals, and partnership outcomes

Relationship Management

·         Responsible for the overall health of assigned client relationships

·         Fosters and manages strong, long‑term client relationships

·         Manages the client lifecycle from implementation and ongoing, ensuring engagement and adoption

·         Identifies opportunities for account revenue retention and growth

·         Takes ownership of strategic planning and progress tracking to ensure client success

·         Assist Client Experience leadership with strategic discussions focused on KPIs, client goals, and partnership objectives

·         Builds and maintains strong relationships with key external stakeholders and consultants, including client travel as needed

·         Oversees project execution to ensure timely delivery and quality of client outcomes

Analytics

·         Responsible for providing analytical guidance to create data‑driven client strategies

·         Creates and maintains client analytic roadmaps aligned to business objectives

·         Assists with analytical investigations and interprets results to derive actionable insights

·         Proficiently manages multiple client analytic projects with on‑time delivery across diverse healthcare topics

·         Partners with Product and Marketing on new methodology releases and client education

·         Partners with the Data Science team on commissioned analytics or research initiatives

Operations

·         Partners with Data Operations and IT, identifies, diagnoses, and resolves performance issues; defines actionable improvement initiatives

·         Responsible for client follow up and issue resolution tracking and documentation