Manager, Engagement Management

About the Company

At Medallion, we believe healthcare teams should focus on what truly matters - delivering exceptional patient care. We’ve built a leading provider operations platform to eliminate administrative bottlenecks by automating licensing, credentialing, payer enrollment, and compliance monitoring.

Responsibilities

• Lead, coach, and develop a team of Engagement Managers managing strategic post-sales customer relationships
• Provide guidance on engagement strategies, project execution, and technical solutioning
• Set clear goals and performance expectations, fostering accountability and continuous development
• Oversee customer relationship management to ensure consistent delivery of a high-quality experience
• Act as the escalation point for complex customer needs, partnering cross-functionally to resolve issues
• Track and report on key metrics related to customer satisfaction, retention, and engagement team performance
• Analyze workflows and identify inefficiencies to enhance operational effectiveness
• Implement best practices and process improvements to drive better outcomes for clients and internal teams

Requirements

• 8+ years of experience in customer success, engagement management, or consulting
• 3+ years in a management role directly managing customer-facing team members
• Experience owning healthcare customer relationships in a SaaS startup environment
• Proven ability to drive customer engagement initiatives using data and product knowledge
• Strong project management skills with ability to manage multiple priorities
• Demonstrated success in driving change in complex, fast-moving environments