Sr. Manager Customer Success

Job Locations US-MD-Annapolis
Requisition ID
Posted Date
2 weeks ago(7/28/2020 3:35 PM)





About Pulse8, Inc.

Pulse8 is the only cutting-edge healthcare analytics and technology company that delivers an unprecedented view into risk adjustment enabling health plans to achieve the highest financial impact in the Commercial Health Exchanges, Medicare Advantage and Medicaid markets. Pulse8 is revolutionizing health care through innovative and unique products to ensure its customers outperform competitors. Utilizing transparent and flexible business intelligence tools, Pulse8 offers real-time visibility into member and provider activities so our customers can apply the most cost-effective and appropriate intervention.


What's cool about working for Pulse8? We're a close-knit team of Healthcare and Technology experts dedicated to helping people live longer, healthier lives. You'll get to help us design and build innovative solutions from the ground up and have the opportunity to do lots of interesting things in an entrepreneurial culture. We offer competitive benefits and much, much more!


The Customer Engagement Manager will have full accountability for managing the deliverables for our customers. A key aspect of the role includes liaising with Customer Engagement, Operations, Interventions, and Product to ensure the service delivery commitments Pulse8 has made to our customers are fulfilled. This role requires strong communication, problem-solving skills, and experience or an understanding of project management principals and health information systems technology (IT).


This can be a remote role.


  • Provide full oversight to risk adjustment and quality-related projects and products that provide a significant impact to our health insurance and ACO customers. The projects and products primarily consist of risk adjustment projects and products (Analytics, Interventions & submissions) and new customer or project implementations
  • Reports and supports Senior Director, Customer Engagement to track and deliver customer deliverables based on customer contract (SOW) & strategic direction.
  • Coordinate and communicate with all the relevant customer stakeholders, Pulse8 Product Owners & teams to ensure the meeting of expectations and SLA’s.
  • Partner with key internal stakeholders, primarily Director, Customer Engagement and Operations to understand project progress, expected project success, and data trends within each project/customer deliverables
  • Understand and have the ability to analyze project data to identify trends related to project goals and act accordingly within the organization
  • Provide project support including facilitation, tracking, and reporting on projects, and customer deliverables
  • Adjust forecasts and timelines, as well as balancing resources for producing or delivering implementation deliverables
  • Support the creation and improvement of processes, procedures, and tools to improve the quality of customer deliverables and communications
  • Document and communicate customer requirements, enhancements, concerns, and issues
  • Schedule and facilitate regular (weekly and monthly) discussions with the relevant customer stakeholders to manage open issues and meet customer needs; maintain related issues logs.
  • Direct and train customer use of portal dashboards, output files, Dynamic Intervention Planning lists, and other Pulse8 tools as contracted.
  • Drive standard and timely customer communications to inform customers of monthly analytics runs, regulatory changes, product upgrades, system updates, and release notes.
  • Track, report, and escalate customer portfolio performance, providing a real-time, comprehensive, and prioritized view of all the relevant projects and issues.


Academic and Professional Qualifications:

  • Bachelor’s degree or equivalent business/technical experience



  • Understanding of Risk Adjustment, Quality and Healthcare/Health IT industry experience preferred
  • Experience in Account Management or project/Program management and knowledge of project management principles
  • Ability to quickly learn, establish rapport, credibility, trust, respect throughout the organization, and be viewed as a team player
  • Prior experience in Account Management, Operations for a health data analytics & services company or Health plan operations desired
  • Understanding of the principles and frameworks of successful project management from an account support perspective
  • Understanding of project delivery and acceptance processes within a fast-paced business environment
  • Demonstrated capability for problem-solving, decision making, sound judgment, assertiveness and ability to manage several tasks/projects simultaneously
  • Influencing skills and understanding stakeholder needs
  • Effective communication skills at all levels, excellent communication of oral, written and presentation skills with the ability to conduct presentations comfortably to large groups, local and remote
  • Excellent strategic thinking and analytical skills
  • Strong relationship building and interpersonal skills
  • Experienced user of MS Project and MS Office toolset (Word, Excel, and PowerPoint)
  • Professional and positive approach, self-motivated, self-sufficient, collaborate well, team player, and diligent with attention to detail
  • Assertive, adaptable, creative and a can-do attitude and willingness to go the extra mile when required


Travel requirements:

  • For this role, travel up to 25% may be required to customer sites for significant account reviews or other strategic on-site meetings.


Working arrangements:

  • Monday through Friday or as defined by assignment requirements


Pulse8 is a stand-alone brand, fully owned by Allscripts, with its own C-level and senior leadership. When you work for Pulse8, you get the advantages and benefits of working with a large, public company with the innovative culture and direction and of a small, nimble company.


At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.


Allscripts' policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.




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