Senior Director, Enterprise Customer Strategy is responsible for actively partnering and engaging our top customers in their customer journey. In this highly strategic role, you will help our top customers maintain strong business relationships that would maintain and generate revenues and increase the customer’s value realization.

Reporting to and working with our VP, Enterprise Customer Strategy, you will be responsible for having a solid understanding of the eVisit technology and our target markets. Your goals are to assist in the evaluation of our customer business' needs and drive action with other departments to enable customer value realization.

In this role, you will:

• Engage with assigned eVisit’s customers in the Large Hospital Systems and Integrated Delivery Networks segment.
• Develop a deep understanding of the current and future state of Enterprise Virtual Care strategy as it impacts the assigned Health Care Systems ability to solve complex problems.
• Build and maintain multi-threaded customer relationships within the Enterprise Healthcare Customer segment of eVisit’s book of business.
• Partner with Executive Sponsors, Account Executives, Customer Success Managers, Product & Engineering and assigned members of the account team to develop and execute specific account-based service and expansion plans.
• Have shared accountability for customer retention of the assigned Enterprise Healthcare customers, ensuring that value creation is tracked, reported on, and communicated regularly to key internal and customer stakeholders.
• Serve as an input and aggregation point for Voice of Customer feedback related to program and product needs. Share analyses of aggregated information to internal stakeholders on a consistent basis.
• Ensure that customers can measure and articulate value attainment/value creation stories; prep and maintain customer’s ability to serve as key customer references and can be leveraged in case studies to demonstrate their achievements internally and market facing.

Key Measures of Success:

1. Net Revenue Retention
2. Pipeline Generation, Upsell and Cross-Sell opportunity for assigned customers
3. Customer Health Scores for assigned customers
4. Healthy customers in segment who are reference ready and case-study complete

Key candidate qualifications:

1. Deep understanding of Enterprise Healthcare Systems operations and care delivery models
2. Extensive experience in the industry and working with health systems
3. Proven track record in direct client management and account growth
4. Ability to build and maintain trusted executive relationships
5. Highly knowledgeable about client account strategic planning
6. Ability to Travel 25%

• Competitive salary
• Great benefits package including medical, dental, vision, HSA & FSA plans
• 401(k)
• Generous PTO plan, plus 12 paid national holidays
• Fun, collaborative environment where the company is working to define the future of telemedicine
• Excellent opportunity for professional growth

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Company Background

• eVisit, headquartered in Mesa, AZ, is a telemedicine software company seeking to revolutionize healthcare delivery by creating physician-first tools that fundamentally simplify healthcare. Our
• HIPAA compliant telemedicine software was built for providers, by medical physicians, to optimize patient flow and boost practice revenue; while providing added convenience and high-quality care to patients, whether at work, home, or on the road.
• eVisit is the fastest growing telemedicine software platform. The company is comprised of a unique team of talented individuals whose experiences are driven from backgrounds in healthcare and software development fields.

Customer Success Manager

• As a member of the Customer Success Organization, the Customer Success Manager will be responsible for managing the customer’s lifecycle journey, positioning him/herself as a partner and trusted advisor to the customer.
• The CSM is the primary point of contact to the customer and is responsible for helping a customer connect their vision to tangible outcomes.

About You:

• You are passionate about technology and its potential to positively impact everyone’s access to higher quality, more convenient healthcare.
• You thrive in a highly-collaborative environment and are motivated by working with other high-performers.
• You find creative ways to engage with customers, build relationships, and influence the organizational process.
• You’re dedicated to professional development and personal growth
• You’ve built relationships that you can leverage to grow the account and the company together.

Job Responsibilities/Major Functions:

• Define and optimize customer journey to facilitate customer ROI Attainment
• Create and Manage a Success Plan for customers in your assigned segment
• Define and oversee lifecycle processes/touch points
• Identify opportunities for continuous improvement
• Manage and lead the Customer Executive Business Review Process for customers assigned to your segment.
• Drive value for customers
• Engage with customers to drive software adoption.
• Demonstrate and promote new products, enhancements, and updates.
• Support assigned accounts to drive product adoption and ensure they leverage the solution to achieve full business value
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Provide targeted software training to Customers as needed
• Actively manage customer health to keep customers engaged in the platform and adopting each new feature.
• Be a trusted advisor to customers, driving product usage
• Identify ways to increase client usage, identifying processes, best practice, and workflows within the organization to better leverage product solutions.
• Drive alignment with Renewals & Upsell and Sales
• Engage in the renewal process with clients within your segment; proactively driving the retention rate of our customers
• Forecast retention, expansion, and new product offerings for assigned accounts by utilizing Key metrics
• Own tracking and reporting for key business and growth metrics including churn by segment, upsell by segment, and overall renewal cohort customer health.
• Prioritize resources using a data-driven approach focusing on at-risk scenarios and expansion opportunities
• Provide quarterly account status reports and action plans for identified customers
• Make data-informed decisions

• Bachelor's degree or equivalent practical experience required, MBA preferred.
• 3+ years of experience as a Customer Success Manager, Account Manager, Business Development Manager, or Similar.
• Experience managing renewal conversations and renewing existing agreements within a Saas application lifecycle.
• Experience in business strategy consultation; advising and driving strategy at the Executive level of growth-focused organizations.
• Strong financial acumen and business sense.
• Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry.
• You learn technology quickly and navigate it with ease.
• Ability to travel 10% of time in US

• Competitive salary
• Great benefits package including medical, dental, vision, HSA & FSA plans
• 401(k)
• Generous PTO plan, plus 12 paid national holidays
• Fun, collaborative environment where the company is working to define the future of telemedicine
• Excellent opportunity for professional growth

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Company Background

eVisit, headquartered in Mesa, AZ, is a telemedicine software company seeking to revolutionize healthcare delivery by creating physician-first tools that fundamentally simplify healthcare. Our

HIPAA compliant telemedicine software was built for providers, by medical physicians, to optimize patient flow and boost practice revenue; while providing added convenience and high-quality care to patients, whether at work, home, or on the road.

eVisit is the fastest growing telemedicine software platform. The company is comprised of a unique team of talented individuals whose experiences are driven from backgrounds in healthcare and software development fields.

Job Title: Quality Engineer

• This position will lead our efforts to validate the new software that our engineers create and help lead our regression run. You will work closely with the Development and Product teams while working on the same mission—to offer the best quality product to our end users.
• You need to be technology savvy and have a good eye for detail. To excel in this role, you must be a quick thinker who can envision the big picture.

Key Responsibilities:

• Perform manual regression testing, end-to-end testing, feature testing, UAT testing, and more, and design test cases for new software features that are being developed.
• Hold the keys to decide whether a feature is ready to ship and act as an SME (subject matter expert) for the QA department.
• May be called upon to reproduce challenging bugs, investigate issues, and find answers to technical questions.
• Assist in maintaining the knowledge base by reviewing test cases from other team members and assist in department documentation.
• Assist with our regression run by maintaining this suite in TestMo and assigning test cases to team members.

Qualifications:

• Ability to find and clearly report bugs in pre-release software
• Excellent written communication skills, specifically focused on describing steps to
• reproduce bugs in software, documenting test cases, and reporting progress on tasks
• Experience using different browsers such as Firefox, Chrome, Edge, Safari
• Experience using iOS and Android as a "power user".
• Experience testing software applications that use audio and video
• Experience in testing configurations
• Experience in an Agile environment
• Experience with TestMo is a plus
• Experience with the Chrome developer console is a plus

• Competitive salary
• Great benefits package including medical, dental, vision, HSA & FSA plans
• 401(k)
• Generous PTO plan, plus 12 paid national holidays
• Fun, collaborative environment where the company is working to define the future of telemedicine
• Excellent opportunity for professional growth

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We are seeking a highly motivated and experienced Product Owner to join our dynamic team. As a Product Owner at eVisit, you will play a critical role in developing and delivering innovative virtual care solutions that address the unique challenges faced by healthcare providers and patients. You will collaborate closely with cross-functional teams to drive product development and ensure that our solutions meet the needs of our users and the market.

Key Responsibilities:

• Work with Product Managers to define and prioritize product features and enhancements based on market research, user feedback, and business goals.
• Manage and communicate product requirements, user stories, and acceptance criteria to the development team, and maintain related documentation.
• Help lead sprint planning meetings with engineering, ensuring the right tickets get prioritized. 
• Collaborate with cross-functional teams, including engineering, design, and marketing, to drive product development from concept to launch.
• Own sprint and release deliverables by testing and validating deliverables meet product user experience and user interface expectations.
• Conduct market research and competitive analysis to identify opportunities and trends in the healthcare industry.
• Define and track key product metrics and use data-driven insights to optimize product performance.
• Work closely with stakeholders to gather feedback and ensure alignment with the product vision.
• Stay informed about industry regulations and best practices to ensure product compliance and quality.
• Perform product, process, and customer workflow analyses

• Excellent Communication and Collaboration Skills: 
• Must possess and demonstrate strong verbal and written communication skills, as well as emotional intelligence.
• Practice humble, productive collaboration, driving towards the best solution possible, understanding when and how to effectively compromise.
• Understand how to “negotiate” with engineering constraints and iterate on a solution 
• Collaborate with product managers and stakeholders to define product vision, goals, and user needs.
• Proactive management and communication of projects
• 2+ years working with product and engineering organizations at SaaS companies.
• Good understanding of healthcare processes, healthcare IT, clinical workflows, and regulatory requirements.
• Familiarity with Agile/Scrum processes and the skills to lead these processes effectively
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills, especially the ability to lead and influence a cross-functional team. 
• Detail-oriented with excellent organizational skills. 
• Clinical experience especially with EHRs is a significant plus.

Software Tool Proficiency

To effectively execute this role, you should have a strong exposure to and familiarity with the following tools:

• Ticket management system: Jira, ClickUp or similar
• Whiteboard Collaboration Tools: Lucid, FigJam, Miro (or similar)
• Design & Prototyping Software: Figma (or experience with similar tools like, ProtoPie, Framer, Adobe XD, etc.)
• Design Systems: Figma Design System, Storybook, or similar
• [Strongly Preferred] Research Tools: Maze, Userzoom, Optimal Workshop (or similar)

Nice to have:

• Bachelor's degree in a related field (e.g., healthcare, business, technology).
• Experience working remotely at a tech startup

• Experience with data analysis tools, especially Tableau 
• Experience creating user flows and journey maps.
• Experience conducting usability tests to gather user feedback and refine designs.
• Degree or certificate in design, user experience, human-computer interaction, or a related field.

• Remote work, occasional travel may be required
• Competitive salary and options based on experience
• 401k match
• Medical insurance 
• Company-contribution to HSA 
• Dental, Vision, Supplemental Insurance Plans
• Company-paid Long Term Disability
• Generous time off plus 10 paid national holidays
• Flexible work schedule
• Excellent opportunity for professional growth

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