Value Delivery Operations Specialist - Definitive Healthcare, US
Framingham, MA
About the Job
At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow's healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.
Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community.
For over 10 years, we've built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.
One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women's initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares.
We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women's empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series.
We're also a great place to work. For five years in a row, we've been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility!
Think you'd be a good addition to our team? Explore our available positions here. We'd love the chance to get to know you.
Your challenge:
As part of the Revenue Operations team, you will be a crucial part of revising our operational and administrative groundwork to ensure our clients have the best experience possible by improving our internal team's efficiency.
Here are some things you will tackle:
Administrative:
- Hands on support to sales and value delivery teams to provision client accounts, services and offboarding of clients within agreed upon SLAs
- Welcomes new clients to our platforms and services
- Assists in the transition of accounts to post-sale resources and facilitates the handover of crucial datapoints and information from sales to post-sale resources
- Provides operational renewal support to ensure renewal data is flowing through CRM (SFDC) and Value Delivery Platforms (ChurnZero)
- Track and coordinate renewal activities and coordination between the Account Executive and Customer Success teams
- Manage all client off-boarding activities including contracts, client surveys, data issues, updating access management and managing client CRM records
- Highlights potential areas of improvements within access provisioning, client onboarding, client retention/relationship management, renewals and offboarding of clients
Strategic:
- Coordinate cross-functional processes (with Product, Engineering, Support, Services, and Sales) to foster strong cross-departmental relationships
- Provide regular updates to management on progress of projects and initiatives, escalate to management when necessary
- Support functional leaders in the configuration and administration of Customer Success software (ZenDesk, Intranet, etc.)
- Provides visibility into customer usage stats and trends
- Assisting customer success in dealing with customer service issues and requests mainly related to contract and user access
- Coordinate across Sales and Value Delivery personnel to manage a process documentation repository
What you'll need:
- BA/BS from a 4-year University
- 1+ years' experience in Operations, Customer Success Operations, Revenue Ops, or other people-optimization roles
- A customer obsession
- Self-starter with willingness to do the small things
- Dedication to driving forward process improvement
- Excellent internal communicator with peers to executive leadership
- Proven problem-analyzer and problem-solver with a bias for action
- Strong analytics skills with the ability to identify and correlate metrics
- Ability to coordinate project details among multiple departments and meet deadlines
- Ability to think strategically about how best to implement processes that align to business goals
- Energy, humor, compassion, and enthusiasm
Why we love Definitive, and why you will too!
- Industry leading products
- Work hard, and have fun doing it
- Incredibly fast growth means limitless opportunity
- Flexible and dynamic culture
- Work alongside some of the most talented and dedicated teammates
- Definitive Cares, our community service group, gives all of us a chance to give back
- Competitive benefits package including great healthcare benefits and a 401(k) match
What our Employees are saying about us on Glassdoor:
"Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed."
-Business Development Manager
"Great team. Amazing growth. Employees are treated very well."
-Research Analyst
"I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there."
-Profile Analyst
If you don't fit all of these qualifications, but believe you're still a great fit, feel free to apply and tell us why in your cover letter.
If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.
Definitive Hiring Philosophy
Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you're interested in working in a fast growing, exciting working environment – we encourage you to apply!
Privacy
Your privacy is important to us. Please review our Candidate Privacy Notice which tells you how we use and process your personal information
Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators with an @definitivehc.com email address. We will never request any money transfer or purchase of equipment with a promise of reimbursement. If you receive any suspicious communications, please reach out to careers@definfitivehc.com to confirm your status in the application process.
