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People Leadership & Team Development:
- Directly manage and develop the Professional Services, Customer Success, Workforce Success, and Customer Enablement functions.
- Coach and develop managers and ICs, setting clear expectations, priorities, and performance standards that drive accountability and growth.
Customer & Partner Experience Strategy:
- Own the end-to-end experience across customers and ecosystem partners, ensuring a consistent, high-quality journey from onboarding through renewal.
- Define and maintain lifecycle standards for customers and partners, including onboarding, engagement cadence, success planning, and health monitoring.
Scalable CX & AI-Augmented Operations:
- Drive non-linear scaling of the CX function: grow the number of customers served per team member through digital engagement, automation, and AI-augmented workflows.
- Identify and implement AI and automation opportunities across the customer lifecycle—from automated health scoring and risk detection to digital onboarding sequences and proactive outreach.
CareMessage
CareMessage is dedicated to advancing health equity. They focus on scaling its CX function non-linearly—growing our ability to serve more customers per team member through thoughtful use of digital engagement, AI-augmented workflows, and scalable enablement infrastructure.