● Deliver insights to support value-based care decision-making.
● Own end-to-end customer delivery including BAU, upgrades, migrations, and issue resolution.
● Drive automation and optimize cloud resource usage and costs.
● Collaborate with cross-functional teams to ensure SLA-compliant, high-quality outputs.
● Lead project planning, resource allocation, and manage escalations.
● Track performance using OKRs and ensure continuous service improvement.
● Manage customer portfolio with a focus on CSAT.
● Provide team leadership, mentoring, and foster a culture of learning and accountability.
● Demonstrate strategic thinking, strong problem-solving, and effective communication
● Translate healthcare data into meaningful insights to support customer decision-making within value-based
● Act as a trusted advisor to clients by identifying early warning signs, raising potential risks, and offering
● Take complete ownership of assigned customers, ensuring smooth delivery of BAU activities.
● Assume end-to-end ownership of platform upgrades, migrations, and system enhancements.
● Lead troubleshooting of complex data integration and analytics issues, identifying root causes and resolving
bottlenecks across data flows.
● Proactively manage and optimize cloud resource utilization and costs.
● Partner with the customer implementation team to estimate, track, and execute handover processes
● Drive automation initiatives to reduce manual intervention, improve efficiency, and enhance key unit metrics.
● Collaborate cross-functionally with internal teams (Product, Infrastructure, Database, Analytics) to resolve
business-critical issues with minimal disruption.
● Take ownership of Root Cause Analyses (RCAs) and ensure timely closure with preventive measures.
● Lead resource planning, project effort estimations, and allocation for multiple customer accounts.
● Ensure smooth project transitions by driving structured handover processes.
● Own escalations and ensure efficient and timely resolutions.
● Track, manage, and prioritize work items through JIRA (or equivalent), ensuring adherence to defined SLAs.
● Commit to delivering high-quality outputs with zero data quality issues raised by customers.
● Monitor team and self-performance against defined OKRs, providing regular updates to leadership.
● Identify gaps in team skillsets, provide constructive feedback, and escalate training needs to leadership.
● Manage customer satisfaction (CSAT) for assigned projects and drive improvements in customer
● Identify and communicate upsell opportunities within customer portfolios.
● Oversee a portfolio handling a minimum of $9–10M CARR across customers.
● Actively contribute to the hiring and onboarding of team members, ensuring alignment with organizational
● Independently conduct customer status meetings, driving issue resolution and building customer confidence.
● Foster a culture of regular communication within the team, ensuring progress toward goals is transparent and
● Provide constructive feedback, performance appraisals, and career development guidance to team members.
● Apply conflict resolution skills to maintain a positive and productive work environment.
● Demonstrate strategic thinking by aligning team objectives with organizational priorities.
● Exhibit strong problem-solving and decision-making capabilities in complex scenarios.
● Encourage continuous learning, knowledge sharing, and adoption of best practices across the team