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Maven // health & wellness clinic for women
New York City    Posted: Thursday, April 01, 2021
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Maven is the largest virtual clinic for womens & family health with a mission to improve the health of the world-- one woman, one family at a time. Mavens unique care model enables employers & health plans to improve maternal health outcomes & lower costs, while empowering parents to grow their families. Its platform is global, includes personalized programs across fertility, maternity, & parenting/pediatrics, & offers 24/7 access to Mavens proprietary telemedicine network, the largest in womens health. 

Founded in 2014 by CEO Katherine Ryder, Maven was recognized in 2020 as Fast Companys #1 Most Innovative Health Company. Maven has supported over 8 million women & families, & raised $92 million in funding from leading investors like Sequoia Capital, Oak HC/FT Partners, Icon Ventures, & individual strategic investors Reese Witherspoon, Mindy Kaling, Natalie Portman, & Anne Wojcicki.

Maven is looking for a Senior Manager of Client Success Operations to help drive robust analytics & project management to empower our Client Success team to best serve our clients. Reporting to our VP of Strategy & Operations, you will help support new client implementations, proactively identify opportunities to better support our current clients, & ensure that both the CS team & our Executive Leadership team have access to real-time, accurate data to enable decision making. You will play a critical role in onboarding new strategic accounts, marshalling resources across the Company & interacting directly with senior leaders at our clients to ensure that our implementations continue to be best-in-class. 

As a Sr. Manager of Client Success Operations at Maven, you will: 

  • Develop & maintain a project management tool to guide new client implementations
  • Quarterback implementations with new strategic clients including project planning with our clients & the establishment & tracking of specific tasks & deadlines across Mavens teams (including Client Success, Legal, Engineering, Business Operations, etc.) 
  • Build out replicable playbooks to help teams navigate common events at our clients (e.g., leadership changes)
  • Review quarterly & annual business review decks prior to their presentation to clients to ensure quality messaging/storytelling & data accuracy
  • Run periodic Net Promoter Score (NPS) surveys of existing & newly implemented clients
  • Partner with Growth team leadership to develop & update our sales strategy for existing accounts
  • Partner with Client Success leadership to define the appropriate service levels that Maven should be offering across different customer segments
  • Partner with our Business Operations team to ensure the accuracy & availability of critical data including projected account values & performance vs. client guarantees
  • Partner with our Head of Sales Operations to ensure that data capture & accuracy in Salesforce is meeting the needs of the Client Success team

Were looking for you to bring: 

  • Minimum of 4 years work experience in Sales, Management Consulting, or Client management 
  • Excellent project management skills including direct experience managing complex, cross-functional projects & familiarity with project management tools & best practices
  • Experience working with technical products and/or software development teams
  • Strong problem-solving & analytical skills; including Excel modeling
  • Excellent written & oral communication & interpersonal skills; direct experience interfacing with senior executive audiences
  • Significant entrepreneurial drive, ability to create order from chaos, & willingness to roll up sleeves to directly solve challenging problems
  • High personal standard for excellence
  • Bachelors degree with a strong educational track record

Helpful experiences & skills (if you dont have them, you can learn them with us!): 

  • Familiarity with Salesforce or other CRM tools
  • Familiarity with Looker for data analysis
  • Knowledge of key trends in the healthcare industry, particularly in womens & family health
  • Prior experience in a fast-growing startup environment

At Maven we believe that a diverse set of backgrounds & experiences enrich our teams & allow us to achieve above & beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application & how it can be additive to our teams.  

Benefits & Perks: 

Maven employees are united in their quest to improve the health & well-being of women & their families in our community. We seek to empower all of our team members to fulfill that mission & reach their full potential regardless of function, geography or experience level. Thats why we invest in our employees, who are our most important asset in achieving our mission. To that end, we offer:

  • Choice of great medical, dental, & vision insurance plan options, including a plan for which the premium for Mavens is 100% covered by Maven
  • Access to the Maven platform service & free Maven appointments for Mavens & generous credits for family & friends
  • Free One Medical membership
  • 401(k) plan
  • Unlimited paid time off
  • Monthly stipend for your choice of wellness benefits
  • Weekly stipend for a *free* lunch
  • One-time stipend to enhance your work from home experience (We will be working remotely until sometime next year!)
  • A variety of virtual team events such as musical performances, game nights & happy hours
  • 12 weeks parental leave & 2 weeks flexible time upon return
  • Annual professional development stipend
  • 1 month paid sabbatical after 5 years

Maven is an equal opportunity employer. We celebrate diversity & are committed to creating an inclusive environment for all employees.

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