Corporate Programs Manager

MediSolution; Illinois; Hybrid; USD 180,000 - 230,000; Full time

Job summary

Altera Digital Health seeks a senior leader to drive enterprise client experience initiatives, including VoC programs, NPS administration, and executive-level insight reporting. You will partner with Sales, Marketing, Product, and Services to translate client feedback into strategic improvements.

The role emphasizes governance, cross-functional collaboration, and measurement of client outcomes, retention, and growth across the customer lifecycle, with executive visibility into trends and risks.

Qualifications

• Bachelor's degree required in related field and 8+ years leading enterprise client experience or client success programs.
• Experience partnering with executive leadership and senior stakeholders.
• Strong understanding of NPS, VoC programs, and client journey management.
• Proven ability to influence cross-functional teams in a matrixed organization.

Responsibilities

• Lead enterprise VoC strategy and administer NPS, CLC, and client feedback programs.
• Develop executive dashboards and reporting on client sentiment, loyalty, and outcomes.
• Collaborate with Sales, Marketing, Product, and Services to translate insights into action.
• Oversee Client Leadership Council planning, participation, and governance.
• Provide strategic recommendations to improve retention, expansion opportunities, and go-to-market effectiveness.
• Ensure governance, accountability, and measurement of client experience initiatives.

Skills

VoC strategy

NPS program

Executive reporting

Cross-functional leadership

Client advocacy

Education

Bachelor's degree in Business/Marketing/Healthcare Administration

Tools

CRM systems

BI tools

Survey tools

Job description

Corporate Programs & Client Experience

Reports To: SVP of Client Success Operations and Marketing
Location: Flexible (Remote or Office-Based)
Travel Requirement: Up to 35- 50%

Job Summary

Corporate Programs is responsible for leading Altera Digital Health's enterprise-wide client engagement, client insight, and strategic client advocacy programs. Reporting to the Senior Vice President, Client Success Operations and Marketing, this role serves as a critical partner to the Vice Presidents of Client Success, Marketing, and Sales to develop and execute programs that strengthen client relationships, improve client experience, increase loyalty, and provide actionable insights that drive business decisions. This position owns Altera's key client listening and engagement initiatives, including Net Promoter Score (NPS), Client Leadership Council (CLC), client segmentation analysis, KLAS, Client Satisfaction/Class Score measurement, Post-Activation Interviews, and other strategic client feedback initiatives. The role also coordinates training, enablement, governance, and reporting of client value metrics across Sales and Client Success; driving consistent measurement of client outcomes, value realization, retention, expansion opportunities, and overall business impact throughout the customer lifecycle. The role serves as the central point of coordination for enterprise-wide client experience programs, ensuring client insights are translated into actionable improvements across the organization. This role requires strong executive presence, analytical capabilities, cross-functional leadership skills, and the ability to influence business strategy through client-driven intelligence. The ideal candidate is a strategic leader who can combine client advocacy, program management, analytics, and executive engagement to drive measurable improvements in client satisfaction, retention, growth, and overall business performance.

Key Responsibilities

Client Experience & Voice of the Client Leadership

• Develop and lead Altera's enterprise Voice of the Client (VoC) strategy.


• Own and administer the organization's Net Promoter Score (NPS) program, including survey design, analysis, reporting, and action planning.


• Establish enterprise-level client satisfaction measurement frameworks and benchmarks.


• Identify client experience trends and emerging risks that impact retention, loyalty, advocacy, and growth.


• Translate client feedback into actionable recommendations for executive leadership.


• Partner with Client Success, Marketing, Product, Services, and Sales leaders to address client concerns and improve outcomes.


• Develop executive reporting that provides visibility into client sentiment and experience trends.

Client Leadership Council (CLC) Management

• Lead the planning, execution, and ongoing management of the Client Leadership Council program.


• Develop strategies to maximize client engagement, participation, and value from council activities.


• Coordinate executive participation and communication with client council members.


• Facilitate discussions that provide strategic client feedback on corporate initiatives, products, and services.


• Track action items and commitments resulting from council meetings and ensure organizational accountability.


• Leverage insights from the CLC to influence strategic planning and client experience improvements.

Client Feedback & Insights Programs

Lead client insight initiatives including:

• Net Promoter Score (NPS)


• Client Leadership Council (CLC)


• Client Satisfaction/Class Score Programs


• MID Interviews


• Post-Activation Interviews


• Client Advisory Programs


• Strategic Client Feedback Initiatives

Market Intelligence & Segmentation

• Partner with Marketing, Sales, and Client Success leaders to develop and maintain client segmentation strategies.


• Coordinate and manage Gartner-related client engagement initiatives and research participation programs.


• Analyze client feedback, market research, industry benchmarks, and client profiles to identify trends and opportunities.


• Develop executive-level insights regarding client needs, market dynamics, and competitive positioning.


• Provide recommendations that improve client engagement, retention expansion opportunities, and go-to-market effectiveness.

Cross-Functional Business Partnership

• Serve as a strategic partner to the Vice Presidents of Client Success, Marketing, and Sales.


• Facilitate alignment between client feedback initiatives and business objectives.


• Drive collaboration across departments to improve client outcomes and operational effectiveness.


• Ensure organizational accountability for actions resulting from client feedback.


• Support executive leadership in strategic planning efforts by providing client-driven insights and recommendations.

Program Governance & Performance Management

• Establish governance frameworks for enterprise client experience programs.


• Define program objectives, success measures, milestones, and reporting requirements.


• Develop executive dashboards and scorecards that track: NPS Performance Client Satisfaction Client Advocacy Client Engagement Metrics Strategic Program Outcomes Client Retention Indicators


• Monitor program performance and recommend improvements based on measurable outcomes.


• Ensure client engagement and feedback programs remain aligned with corporate priorities.

Executive Communications & Reporting

• Prepare executive-level presentations, reports, dashboards, and business reviews.


• Present client experience trends and recommendations to senior leadership.


• Develop and communicate client insight narratives that support strategic decision-making.


• Deliver actionable recommendations based on quantitative and qualitative client feedback.


• Ensure timely and effective communication of client experience metrics across the organization.

Qualifications

Bachelor's degree in Business, Marketing, Healthcare Administration, Communications, Analytics, or related fields. 8+ years of progressive leadership experience in client experience, client success, strategic programs, marketing, business operations, client insights, or related disciplines. Demonstrated experience leading enterprise-wide client engagement or client experience initiatives. Experience working with executive leaders and senior stakeholders. Strong understanding of NPS, client satisfaction methodologies, Voice of the Client programs, and client journey management. Experience managing cross-functional initiatives in a matrixed organization. Strong analytical and reporting capabilities with the ability to translate data into business recommendations. Excellent communication, presentation, facilitation, and relationship management skills. Proven ability to influence organizational change and drive accountability without direct authority.

Preferred Qualifications

• Experience in healthcare, healthcare technology, SaaS, or enterprise software environments.


• Experience managing executive client councils, advisory boards, or client advocacy programs.


• Experience with client experience platforms, CRM systems, survey tools, and business intelligence solutions.


• Familiarity with Gartner, KLAS, and other healthcare technology industry benchmarking programs.


• Experience developing executive dashboards and client health reporting frameworks.


• Program Management, Change Management, or related disciplines.


• Experience leading Voice of the Client or Client Success transformation initiatives.

Core Competencies

• Client Advocacy


• Strategic Thinking


• Executive Presence


• Program Leadership


• Business Acumen


• Analytical Excellence


• Collaboration & Influence


• Communication


• Continuous Improvement

A global healthcare IT innovator, Altera Digital Health develops and elevates technology to connect and inspire healthier communities. Our platform approach to our solutions is changing the way healthcare is delivered. By keeping the human user at the center of our design methodology, we are supporting caregivers and helping patients meet and exceed their wellness goals. Together, with our clients, we’re driving a new era of healthcare.

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

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To learn more, visit www.alterahealth.com.

Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.