Senior Manager of Strategy & Operations (Client Success)

Lantern; New York (NY); In loco; USD 140.000 - 210.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Paid Parental Leave

Short & Long Term Disability

Life and AD&D Insurance

Commuter Spending

Retirement Savings Plan

Paid Vacation

Descrizione del lavoro

Lantern is seeking a Senior Lead in Strategy & Operations, Client Success, to partner with CS leadership in annual planning, performance measurement, and operating cadence. You will embed with the Client Success team to optimize capacity, quotas, and cross-functional initiatives across Sales, Marketing, and technology groups.

You will build health signals, collaborate on Salesforce data solutions, and help scale a high-growth organization while focusing on execution and customer impact.

Competenze

• 5+ years of relevant professional experience in strategy, operations, or revenue-related roles.
• Experience in healthcare or employer benefits is a plus.
• Demonstrated ability to leverage AI to streamline workflows.

Mansioni

• Partner with CS leadership to run annual planning and resource allocation.
• Lead capacity modeling, quotas, and operating cadence development.
• Build and monitor a customer health score/model using multiple data sources.
• Define and track OKRs and KPIs for the Client Success team.
• Drive cross-functional initiatives with Sales, Marketing, and GTM Systems teams.

Conoscenze

Strategic thinking

Analytical skills

Project management

Cross-functional collaboration

Executive communication

Strumenti

Salesforce

AI tools

Descrizione del lavoro

• Commercial Strategy & Operations (“CSO”) (i.e., Lantern’s Revenue Operations team) supports the President and his broader go-to-market function, including Employer Sales, Employer Client Success, Marketing, Clinical and Partnerships (health plans, ecosystem partners)
• CSO is responsible for Commercial strategy (how we grow), planning (resourcing, goals, compensation), insights (how we’re doing and what we need to do differently next week/month/quarter), process (like how we prepare for client meetings), tools (like SFDC and AI tools for Commercial), and data (activities, contract details, customer health signals, and more)
• This role sits within CSO. CSO serves the Commercial organization and partners closely with each member of the Commercial Leadership Team (head of Sales, head of Client Success, etc.)
• Reporting to the Director of Commercial Strategy & Operations, the mission of the Senior Lead, Strategy & Operations, 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, develop and up-level our processes, and solve problems every day to help us scale. Ultimately, your efforts will directly drive successful client launches, retaining our most strategic clients and client expansion
• 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
• 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 and other data to capture, ensuring these solutions are implemented successfully by your GTM Systems teammates

Benefits

• Paid Vacation
• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Paid Parental Leave
• Short & Long Term Disability
• Life and AD&D Insurance
• Commuter Spending
• Retirement Savings Plan

Excellent problem-solving skills and structured thinking when the problem at hand is ambiguousStrategic thinking and ability to articulate long-term value creation, not just operational disciplineDeep analytical skills with high attention to detail5+ years of relevant professional experienceSupreme organization, coupled with persistence to keep following up until things are done and proactively communicate progressGritty, hard working, and able to operate in a dynamic, high-growth environmentYou thrive in a Team Environment. Collaboration is key in innovation and creating changeIntegrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hearYou 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 winsINCLUSION 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 withYou have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideasYou 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 change3+ years Investment banking or management consulting backgroundExperience in healthcare or employer benefitsDemonstrated ability to leverage AI to streamline and improve workflowsDemonstrated experience in business operations or Client Success