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Client Success Manager - US (f/m/x)

ABOUT US

At Ada, we envision a world where everyone has access to the healthcare they need. In one of the biggest challenges facing the world, we pioneered a new form of artificial intelligence, combining medical knowledge with intelligent technology to empower millions of people to better understand their health. We're proud to support medical doctors and work with leading health systems and global non-profit organizations. We're a diversely skilled team representing 50 nationalities, and we're growing rapidly to achieve our global ambitions for the future of health. This is just the beginning.

ABOUT THE ROLE

We are looking for a Client Success Manager (f/m/x) to join our Commercial team in the US. As Client Success Manager, you will have the opportunity to support the identification, scope, and manage projects with the commercial team from both a strategic and tactical perspective, all while contributing to driving business goals. As a Client Success Manager you will work closely with the Commercial and Client Success Team to help implement and manage exciting strategic partnerships in the US. The focus is on optimizing partnerships for successful outcomes, thereby leading to client retention, client satisfaction and client account growth. This is an exciting opportunity to be part of a growing team, at one of the fastest-growing health tech companies in the world.

WHAT YOU WILL DO :

Contribute to Ada's top line growth to meet our revenue targets by ensuring perfect quality delivery, customer satisfaction, and long-term customer ROI
Manage a variety of partners in the US (Healthcare and Life Sciences markets) to optimize for on-time delivery, client satisfaction and retention, financial value and completion of KPIs
Own the client relationship - act as dedicated point of contact and escalation point for existing clients as well as within Ada
Confidently and effectively communicate in client presentations
Own the client Onboarding process by managing the plan and orchestrating the Ada internal teams to ensure project milestones are delivered on time
Be responsible for ensuring client adoption (across end-users, client users and clinicians) of Ada is high at launch and beyond
Work with the Ada Product team to manage and rationalize the relevant client product backlog and roadmap
Work closely with the different internal teams to plan, implement and manage change projects, financial monitoring and the coordination of project-related operations to successfully launch and implement releases. Continue to identify and improve the client and end user experience
Liaise with internal Ada and client's clinical teams to implement specific patient journey and use cases
Strategize on how to satisfy client's pain points and business needs to make Ada a vital component of their health and wellbeing offering to end users
Contribute to identify future opportunities for clients and the Ada business based on your work and insights
Drive client meetings on a regular cadence to report on specific client milestones by leveraging Ada data and external data to identify key opportunities to make Ada even more impactful for them and their end users
Deep understanding of Ada and the client's current and planned product innovations, to proactively identify well aligned enhancements
Regularly report on client health both during Onboarding and when Live so that risks and associated mitigations are transparent within Ada
Contribute to the evolution of the client success practice and processes

WHAT YOU WILL BRING :

3-5 years work experience in healthcare and/or business consulting working with consumer health clients
Experience working across several departments in a matrix environment, preferably within a commercial operations or Customer Success function
Understanding of both the Healthcare and Life Sciences (Pharma) industries
Understanding of the digital health product space
Accomplished project scoping and leading in multi-stakeholder environments; very strong interpersonal and influencing skills
Confident and concise communicator, including in senior client meetings
Joy at building and nurturing client relationships, empathy for client needs
Enthusiasm for translating strategic plans into tactical daily execution, with the ability to simplify complex concepts and articulate them to audience of varying backgrounds
Natural aptitude in investing in internal relationships to ensure seamless communication and collaboration across teams
Conflict management and resolution experience
Sharp attention to detail
Strong analytical skills, ability to secure, process, and interpret customer information to help scope and lead projects, interpret data and trends, diagnose problems, and recommend action plans to resolve issues and drive adoption
Ability to manage client expectations while permanently balancing client needs with internal capabilities and capacity
Fluent English, both spoken and written

WHAT'S AWAITING YOU AT ADA :

Join our global health mission to improve health of billions of people around the world
Work in an international environment (55+ nationalities) and with real doctors
Work with cross-functional & diverse teams of smart, purpose-driven peers
Work wherever you feel most comfortable – home, office, or a bit of both
Receive financial support to help set up your home office space
Enjoy your country specific vacation days to unplug, rest and recharge
Maintain a healthy work-life balance with our flexible working hours and locations
Keep fit with discounted Urban Sports Club or Class Pass memberships
Meditate your stress away with free Headspace subscription
Learn German with our virtual German classes
Meet and collaborate with colleagues via community days, virtual coffee chats, company parties, team celebrations