Senior Manager, Customer Retention

Summary

Join Aledade as a Senior Manager of Customer Retention and lead the development and implementation of data-driven strategies to retain and support partner practices. You will build systems to gather stakeholder input, design proactive strategies to identify and mitigate churn, and analyze financial models to evaluate business problems. This role requires collaboration across teams to promote practice retention through various initiatives, including financial programs and operational solutions. You will provide regular strategic updates to leadership and contribute to the development of predictive modeling for practice churn. Aledade offers a creative and inclusive work culture, and has been recognized as a Top Workplace by various publications.

Requirements

• 8-10+ years of applicable experience in Corporate Strategy and/or management consulting
• Bachelor’s degree in Business, Strategy or Marketing

Responsibilities

• Build a bidirectional system to gather input from key internal and external stakeholders, synthesizing insights to deepen organization intelligence about our practice experience and needs for support
• Design a proactive strategy to identify customer pain points/reasons for churn, diagnose and analyze potential solutions, and develop executable plans to mitigate churn by focusing on practice success and partnership in value based care arrangements
• Lead efforts to analyze and build financial/economic models to develop strategic insights and evaluate business problems
• Collate, align, assess the efficacy of Aledade’s portfolio of offerings to mitigate and prevent churn
• Lead cross-company efforts to promote practice retention via a range of initiatives, including but not limited to financial programs, operational and staffing solutions, and MSO services
• Convene leaders across Aledade to refine strategy to mitigate practice churn, with a particular focus on local market intelligence and needs
• Lead the development of new or enhanced approaches to improve practice experience and encourage retention, with the goal of mitigating churn risk through upstream, collaborative solutions
• In collaboration with BI and IA teams, guide the development of predictive modeling for practice churn
• Provide regular strategic updates on practice churn trends and programmatic offerings to Aledade executive leadership and board members

Preferred Qualifications

• Master’s degree or other advanced degree(s) in business, health administration and/or public policy, or other relevant fields
• 7+ years of experience in population health management and/or health information technology
• Experience leading a network of locations, owned or otherwise
• Flexible, self-starter, and comfortable working in a rapidly changing environment
• Demonstrated ability to develop and lead high performing and collaborative teams
• Strong foundation in value-based care principles and proven leadership in the healthcare industry
• Demonstrated leadership ability to think strategically and implement tactically to consistently deliver results; well-developed skills in diplomacy and collaboration. Creative problem solver and solutions provider
• Deep empathy for independent primary care practices and passion for their long term success in value based care
• Ability to synthesize data from multiple sources to inform action plans and strategy
• Track record of success in achieving scalable outcomes via national franchise models, with a focus on use of technological tools to scale
• Strong vision and belief in tech-enablement of the company’s products to enable consistent results at scale and reduced operating costs

Benefits

• Creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness, and a desire to learn
• Work with team members that bring a wide range of experiences, interests, backgrounds, beliefs, and achievements to their work, united by a shared passion for public health and a commitment to the Aledade mission