Strategy & Operations Manager, Client Success

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com. 

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. 
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. 
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. 
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life. 

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Strategy & Operations Manager, Client Success

Your Mission

Reporting to the VP of Commercial Strategy & Operations, the mission of the Strategy & Operations Manager, Client Success is to partner with CS leadership to help their teams become more effective by running annual planning, measuring performance metrics, observing/listening for operational needs, and reducing admin burden. You will be the right-hand and thought partner to the head of Client Success, holding her accountable to execution and embedding yourself in the team to uncover her strategic and operational needs. You will spearhead capacity modeling/account assignments, set quotas, stand up an operating and forecasting cadence, build a customer health score model, develop and up-level our processes, and solve problems every day to help us scale. Ultimately, your efforts will directly drive successful client launches, client retention and client expansion. 

Location: New York Metro Preferred - Remote | USA | Travel Required

What You Will Do (Responsibilities):

• Be the right-hand to the Client Success leadership team, addressing their various strategic and operational needs 

• Shape and directly implement the Client Success strategy & design, including establishing growth targets, segmenting our client base, designing and managing books of business, setting quotas, and developing cross-functional plans that ensure we achieve those targets  

• Establish OKRs and KPIs; monitor and report on them regularly; and ensure the CS team can easily access and take action on these metrics 

• Stand up the Client Success operating cadence to manage upsell and renewals pipeline, flag risks, devise countermeasures to those risks, and forecast accurately 

• Build a customer health score/model with qualitative and quantitative inputs from a variety of complex sources that identify whitespace and churn risk 

• Identify operational gaps and devise more efficient processes, such as an “at-risk” process 

• Project-manage a variety of cross-functional initiatives that level-up the Client Success organization by partnering with others in Strategy & Operations along with Sales, Marketing, Network, and technology teams 

• Work closely with leadership to collect business requirements for Salesforce.com and other data to capture, ensuring these solutions are implemented successfully by your GTM Systems teammates

What You Will Bring (Requirements):

• Bachelor’s degree in a business or related field 

• 4-6 years of experience in Customer Success Operations at a high-growth company. Experience in healthcare or digital health a plus 

• Excellent Salesforce.com, Excel and Powerpoint skills 

• Self-directed and high attention to detail 

• Take ownership: you operate autonomously vs. waiting for direction; you hold yourself and others accountable to outcomes; and you finish what you started 

• Quantitative mindset; can establish KPIs and OKRs that underpin success and team effectiveness, and you can independently interpret the data to articulate the 'so what' 

 Benefits:

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.