Provider Success Manager

Paradigm Health; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Paradigm Health is seeking a Provider Success Manager to drive engagement with health system partners and align them with Paradigm’s solutions.

You will work across clinical, technology, sales, and product teams to deliver value, manage contracting after MSAs, and champion customer needs; travel up to 30%.

Qualifications

• 4+ years in SaaS client service, contracting, and relationship management in health care systems.
• Experience in healthcare clinical operations with change management and account management.
• Familiarity with clinical trial operations and research processes.
• Proficient with CRM and PM tools (Hubspot, Salesforce; Monday, MS Project; Smartsheets).
• Experience collaborating across clinical, tech, and business teams on complex initiatives.
• Proven ability to lead external executive stakeholders and drive alignment.

Responsibilities

• Establish frequent, high-quality communication with health system partners about goals.
• Assess strategic strengths/limitations and recommend improvements for research goals.
• Coordinate with sales, marketing, product, engineering, and clinical teams to meet partner goals.
• Drive patient impact by enabling Paradigm solutions at each health system.
• Identify and promote partnership opportunities between sponsors and network sites.
• Engage in cross-network events and case studies.
• Collect customer feedback and prioritize product enhancements.
• Own contracting post-MSA including renewals and upsell SOWs.

Skills

SaaS client service

Contracting & relationships

Healthcare operations

Clinical trial operations

CRM systems

Project management

Tools

Hubspot

Salesforce

Monday

MS Project

Smartsheets

JIRA

Confluence

Job description

Remote

Paradigm Health is rebuilding the clinical research ecosystem by enabling equitable access to trials for all patients. Our platform enhances trial efficiency and reduces the barriers to participation for healthcare providers. Incubated by ARCH Venture Partners and backed by leading healthcare and life sciences investors, Paradigm’s seamless infrastructure implemented at healthcare provider organizations, will bring potentially life-saving therapies to patients faster.

Our team hails from a broad range of disciplines and is committed to the company’s mission to create equitable access to clinical trials for any patient, anywhere. Join us, and bring your expertise, passion, creativity, and drive as we work together to realize this mission.

The Provider Success team at Paradigm is responsible for understanding and supporting the strategic goals of our network health system/provider partners and driving the partnership to mutually beneficial value generation. This includes prioritizing the use of Paradigm solutions (tech-enabled solutions and technology products) and documenting success realized through those partnerships. The person in this role will work with ease across internal, cross-functional teams including clinical SMEs, implementation leads, product/engineering, sales, marketing, and compliance/security. They will also be comfortable working as partners to all levels of executive leadership with client organizations and within Paradigm.

The Provider Success Manager ensures that health system/provider partners are highly engaged in Paradigm’s services/network/vision, health system/provider needs and feedback are understood and advocated for within Paradigm, and engagement with the provider network is enabling Paradigm to achieve its mission of increasing patient access to clinical research.

What you’ll do:

• Establish and facilitate frequent and high-quality communication with health system research teams and leadership about the partnership, from specific project considerations to long-term strategic goals
• Understand strategic strengths and limitations of health system partners regarding clinical research programs, infrastructure, trial portfolio, finances, etc. and formulate recommendations to help them and Paradigm achieve their research goals
• Serve as the main point of coordination with sales, marketing, product, engineering, and clinical teams to achieve partner goals and ensure satisfaction
• Working with the clinical, commercial, and technology teams, ensure success in leveraging Paradigm solutions/products at each health system to drive patient impact (e.g. - enrolled patients, new study activations, etc.)
• Curate and promote clinical research partnership opportunities between Paradigm sponsor partners and network sites to drive patient impact while supporting company financial performance and growth targets
• Influence health systems partners to participate in cross-network programming and events including case studies, webinars, networking opportunities, white papers, etc.
• Work with Paradigm technology teams to collect customer product feedback and represent top strategic product enhancement requests during internal product venues; advocate for and help to prioritize customer needs in the product planning process
• Own all facets of the contracting process post-MSA with network health systems including subscription renewals, upsell SOWs, and other agreements as necessary

Who you are:

• Minimum 4 years of experience in a combination of:
• SaaS client service delivery, contracting, and relationship management at health care systems
• Healthcare clinical operations with a focus on change management, business development, account management, or partner success
• Clinical trial operations (CRO, sponsor, and/or site) and familiarity with key research processes, tools, and stakeholders a plus
• Experience working with CRM (Hubspot, Salesforce, or similar), project management (Monday, MS Project, Smartsheets), and development (JIRA, Confluence) systems/tools
• Strong track record of working across clinical, technology, and business teams in internal and external settings to drive forward complex initiatives in support of partner/customer needs
• Proven ability to lead work/partnership with external executive stakeholders and client/internal leadership teams and drive alignment with shared partnership goals
• Proven ability to manage and influence end-to-end customer/external relationships with a high degree of initiative and limited guidance on day-to-day activities
• Tangible record of driving account performance, as proven by measurable KPIs
• High degree of responsiveness, reliability, and integrity
• Decisiveness, strong judgment, analytical, and problem-solving skills
• Excellent time-management skills
• Strong interpersonal and communication skills, especially among cross-functional teams
• Willing to travel up to 30%

At Paradigm Health, we are committed to providing equal employment opportunities to all qualified individuals. We encourage and welcome candidates from all backgrounds and perspectives to apply for our open positions. We are interested in all qualified individuals and ensure that all employment decisions are based on job-related factors such as skills, experience, and qualifications.