Twistle is seeking a talented and motivated team-player with expertise in managing Healthcare Software as a Service for enterprise customers. This position requires a strong ability to build relationships, have strong communication skills, self-management, creative thinking, and the ability to understand complex and unique client strategies.
A Client Ambassador is a full-time position that demands a proactive approach and the ability to discuss high-level strategic thinking while understanding any and all implications.
The core duties of this role include:
Serve as a point of contact for Director level and above contacts at the client while being a point of escalation and triage.
Develop and maintain a clear understanding of the organizational and leadership structure of client organizations to serve as an asset for escalation, expansion, analytics, marketing or finance, engineering, support.
Ensure that the appropriate client Governance and Leadership is established and invested in the success of Twistle. Promote best practice so the client can create self sustaining and maintainable measures and controls around the Twistle Platform, Projects, Data, Contracting, and Implementations.
Represent Twistle with any third party vendors at the client as needed. Understand the technologies being used at the client and how Twistle fits into and integrates with that portfolio or may replace others.
Be a point of escalation for Twistle to engage Director level and above contacts to overcome barriers during Implementations and Projects currently underway at the client.
Develop and maintain an understanding of the Twistle Implementation process in order to communicate it’s goals and functions to set expectations.
Participate as a stakeholder in Implementations and serve as a resource for the Twistle Implementation Manager.
Have a strong understanding of the complexity of the client and be able to lean on client leaders while helping consult on prioritization of work and needs.
Meet face to face with high-level leaders (Director level and above) across all Twistle reliant stakeholders at least quarterly. (analytics, marketing or finance)
Be able to independently access and use the Twistle platform, project management tools and Analytics software, such as Asana and Looker.
Communicate internally on the status of the client on key client metrics even with limited notice.
Report on and interpret the delivery of contract value to the client.
Evangelize capabilities of Twistle products and advocate for innovation and early adoption of new features
Be able to identify expansion opportunities within the client, and warmly introduce internal Twistle Expansion/Sales owners to key customer stakeholders, always supporting strategic and successful expansion at the client.
Be aware of and be able to answer and pre-empt questions as they relate to product updates, enhancements and changes as they pertain to the client.
Be aware of and provide client-specific insights to client preferred practices (technical or otherwise) and the boundaries of the platform and it’s uses to Twistle Implementation Managers and Twistle Academy Certified Users.
Participate as a stakeholder with Twistle’s marketing and product teams to represent clients especially when in reference to the Twistle platform and Looker.
Serve as an Ambassador to the needs of the client and Twistle ensuring a prosperous relationship for both parties.
BA/BS in a related field (business, technology, communications, or healthcare)
5+ years experience and a proven record of success in large client account management
Strong ability to understand the different use cases of a variety of technologies
Understand healthcare business models and how the relationship between providers and payers is impacted by patient care
Experience working in a healthcare environment, clinically or administratively
MBA or related graduate degree
Twistle is a high-growth startup made up of self-starters obsessed with improving health care. Our vision is to make sure every patient feels connected, supported and reassured through their care journey. Our diverse and committed team is proud to partner with leading healthcare and life sciences organizations across the country who are dedicated to improving their patient’s lives and providing tools to better support their teams. It’s an exciting time to join us and have a huge impact on our growth and mission. Twistle’s patient communications platform is deployed at over 200 hospitals, including some of the largest delivery networks in the United States.