Clinical Customer Training Manager

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using cutting-edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health plans covering over 15 million lives, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work; Top 5 LinkedIn™ Startup; TripleTree iAward; multiple KLAS Research Points of Light awards, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview:

Cohere’s Customer Success training team is responsible for ensuring that both client and provider organizations are supported throughout their lifecycle of using the Cohere Unify platform. The Clinical Customer Training Manager position is a crucial role in our organization. 

As a Manager, you will work closely with many teams at Cohere to deeply understand our mission and the users engaging with Cohere’s products and services. You will need to understand the perspective of both a clinical reviewer, payer intake team member, and provider organizations and the challenges that they face.  You will use this knowledge to build the client training team and create training programs and the materials that resonate with our users, leveraging both your creative skills and communication skills. 

The Manager will be highly organized in order to plan training sessions and activities at national scale--successfully engaging thousands of users and organizations to drive adoption of Cohere’s digital platform. 

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Build a customer facing training team
• Manage the end to end experience for both client and provider users
• Strategically plan and execute all aspects (version control, tools, live vs recorded etc) of user training to scale.
• Build and coordinate a digital portal training experience for users
• Coordinate and supervise the daily activities of Training team members
• Administer and exercises policies and procedures to ensure each client is cared for with all training and development needs while introducing new features and functions
• Update supporting materials: tip sheets, FAQs, guides, and other instructional materials as needed
• Continuously review existing training materials to determine accuracy, effectiveness and relevance. 
• Gain a deep understanding of Cohere’s product, operations, and our provider partners
• Assist with implementation needs for expansion or new client work
• Deliver high-quality, professional webinars remotely
• Incorporate user feedback to constantly iterate and improve

Your background & requirements:

• Leadership and Supervisory Experience in Training
• Direct experience with Healthcare training
• Direct experience partnering with product and engineering teams
• Able to deliver training to large groups, both in person and virtually
• Skilled in understanding others’ perspectives and challenges
• Able to translate information into multiple messages and formats and create training materials for business users
• Excellent interpersonal skills, oral and written communication skills
• Intellectually curious with a strong desire to understand and constantly improve your work and business processes
• Able to work cross functionally across remote teams
• Flexible and agile in ambiguous situations; open to changes in role and scope as the business grows
• Minimum 5-7 years experience in a customer service and/or client-facing role
• 4+ years experience designing and delivering training to adult learners
• Healthcare domain experience. Direct experience working with patients and/or providers is a plus
• Bachelor’s degree in related field
• Must have strong verbal and written communication skills
• Willing to travel up to 30% of the time

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement: 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is $95,000 to $110,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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