Partner Success Manager - Worcester/Central, MA - Brook Inc

Job Overview:

The Partner Success Manager is a critical role within our organization, responsible for ensuring the growth, success, and satisfaction of our partners. This role involves building and maintaining strong relationships with partners, providing them with the support and resources needed to effectively use our remote patient monitoring solutions, and driving partner (and patient) growth and retention. The Partner Success Manager will work closely with cross-functional teams to ensure partner needs are met and to identify opportunities for growth and improvement.

Key Responsibilities:

Partner Relationship Management:

• Develop and maintain strong, long-term relationships with partners to facilitate growth
• Serve as the primary point of contact for partners, addressing their needs and concerns promptly.
• Regularly communicate with partners to provide updates, gather feedback, and ensure satisfaction.

Support and Training:

• Provide onboarding and training for new partners and patients, ensuring partners know how to offer this service to their patients and both partners and patients understand and can effectively use our remote patient monitoring solutions.
• Offer ongoing support to partners and patients, troubleshooting issues and providing solutions in a timely manner.
• Develop and deliver educational materials and resources to enhance partner and patient knowledge and skills.

Performance Monitoring and Reporting:

• Monitor partner performance metrics and KPIs to ensure they are achieving desired outcomes.
• Conduct regular reviews with partners to discuss performance, identify areas for improvement, and develop action plans.
• Prepare and present reports on partner performance and satisfaction to internal stakeholders.

Growth and Retention:

• Identify opportunities for partner growth and expansion, providing recommendations and support to help partners achieve their goals.
• Develop and implement strategies to increase partner retention and reduce churn.
• Collaborate with sales and marketing teams to identify and pursue new partnership opportunities.

Cross-Functional Collaboration:

• Work closely with product development, customer support, and other internal teams to ensure partner needs are addressed and to provide feedback for product improvements.
• Participate in cross-functional meetings and projects to drive partner success initiatives.

Qualifications:

• Bachelor"s degree preferred in Business, Healthcare Administration, or a related field
• 3+ years of clinical experience required in partner or customer success, account management, or a related role, preferably in the healthcare or technology sectors.
• Registered Professional Nurse (Unrestricted MA license) required
• Office management experience or quality/program management experience preferred
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders.
• Proven ability to analyze performance data and develop action plans for improvement.
• Excellent problem-solving skills and the ability to think strategically.
• Self-motivated, proactive, and able to work independently in both remote environments and in a clinic setting.
• Familiarity with remote patient monitoring solutions and healthcare industry regulations

This position is not eligible for relocation or visa sponsorship. Candidates must live within a commuting distance from client sites.

Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship or any other protected characteristic covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.