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Customer Value Lead



This job is no longer accepting applications

See open jobs at Notable.
Customer Service
San Mateo, CA, USA
Posted on Wednesday, June 28, 2023

Notable is the leading intelligent automation company for healthcare. Healthcare organizations use Notable to determine what care patients need, to streamline how they access that care, and to reduce most of the associated administrative work without hiring more staff. We don’t just build software. We deliver outcomes.

We hire people from diverse backgrounds and are always looking for employees who bring fresh ideas and a desire to execute and deliver impact. Passion is paramount, and at Notable, you will get to work with other driven people who aim to set a new standard for healthcare.

Given the recent financial pressures that health systems face, every investment they make is scrutinized. We target 2x measurable return on our partners’ investment. It must be defensible and mutually agreed upon for each Solution to consider implementation and adoption complete and de-risk renewals and enable upsells.

There are two broad implications for Notable:

1) We actually drive impact, which is done by our world class delivery team who designs workflows to yield outcomes and then implements software at scale

2) We effectively do the analytical work to show & tell the value story, which is where this role fits in

Accordingly, we are building a Value Realization practice, which centralizes the end-to-end methodology, measurement, and customer-facing confirmation of impact.

In this role you will be a high impact individual contributor that will guide 50+ Sales & Delivery professionals to:

  • Develop pre & post-sales milestones to get stakeholders aligned on the KPIs per Solution

  • Outline how the data underpinning those KPIs are most appropriately extracted from the source system, e.g., customer’s EHR/system of record, Notable’s database

  • Ensure baseline values are validated for the pre-Notable period

  • Ensure goals are grounded in benchmarks, adjusted for organizational feasibility, and clearly defined

  • Collaborate with Notable Customer and Data Team to measure actuals and run the analytics (pull from source systems, scrub, analyze) to indicate impact vs. goal

    1. For example, translate leading indicators (e.g., 150,000 patients registering digitally each saving 5 minutes of front desk registration time which eliminated 12,500 hours of manual registration work, which reduces $800,000 in staff overtime spend or a 2x ROI on the $400,000 investment)

    2. (if we are short of ROI, in the above example if the saving “only $500,000”, then chart out the plan to close gap to target, e.g., increase conversion/number of patients beyond 150,000 and/or add scope to automate away more than 5 minutes of work)

  • Prepare our Solutions Delivery Teams through role playing to deliver the impact story confidently and defend the inevitable pushback successfully during executive update, service recovery and renewal/upsell conversations (via compelling visuals/slides)

  • Identify and advocate for enablers to support value realization, e.g., data accessibility, contractual implications, data analytics tools, product roadmap to build towards customer self-serve value dashboards.

You’re a great fit for our team because you have...

  • Several years of proven experience with most aspects of building/scaling a value realization practice

  • Ability to understand and articulate a nuanced customer value proposition

  • Demonstrated analytical capabilities to connect data to financial impact

  • Strong process rigor and “product” mindset to systematize value measurement at scale

  • Grittiness to persist until value is acknowledged by generally skeptical stakeholders

  • Experience operating through influence internally and externally

  • Commercial orientation that enjoys “selling value”

  • Knack for capability-building through role modeling

Beware of job scam fraudsters! Our recruiters use email addresses exclusively. We do not conduct interviews via text or instant message and we do not ask candidates to download software other than Zoom, to purchase equipment through us, or to provide sensitive personally identifiable information such as bank account or social security numbers. If you have been contacted by someone claiming to be me from a different domain about a job offer, please report it as potential job fraud to law enforcement and contact us here.

This job is no longer accepting applications

See open jobs at Notable.