Head of Customer Strategy & Operations – Healthcare Clearinghouse Innovation

At arenaflex, we're revolutionizing the healthcare sector by building the world's only API-first clearinghouse. Our mission is to empower healthcare technology businesses and established players to exchange mission-critical transactions efficiently and securely. We're seeking a highly skilled and results-driven Head of Customer Strategy & Operations to join our team and drive customer success.

About arenaflex

arenaflex is a tech-driven company that's changing the face of healthcare clearinghouses. We're not just a clearinghouse; we're a partner that helps our customers succeed. Our innovative approach, combined with our passion for automation and eliminating toil, has set us apart from the competition. With $92 million in funding from top investors like Stripe, Addition, USV, Bloomberg Beta, First Round Capital, and more, we're poised for rapid growth and expansion.

What is Customer Strategy & Operations?

Customer Strategy & Operations is the heartbeat of our organization. It's the team responsible for ensuring that our customers receive exceptional support, from onboarding to production. We're not just a support team; we're a group of high-performing individuals who are empowered to solve problems on behalf of our customers, fast. Our Customer Strategy & Operations team is responsible for building out the systems and processes that enable our customers to succeed.

What we're looking for

We're seeking a Head of Customer Strategy & Operations who is not afraid to roll up their sleeves and get the job done. This role requires someone who is passionate about customer success, has a technical product mindset, and can move fast. You'll be responsible for taking on the technical success of all our customers, from those in a proof-of-concept period through production. You'll be the primary owner of all major incidents, outages, and escalations, and will identify product gaps and signals from customers to relay to our product and engineering teams.

Key Responsibilities

* Take on responsibility for the people, priorities, and performance of the Customer Strategy & Operations function.

• Be directly responsible for the technical success of all customers, from those in a proof-of-concept period through production.
• Build out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible.
• Be the primary owner of all major incidents, outages, and escalations.
• Identify product gaps and signals from customers and relay those as well-documented issues to product and engineering teams for review and implementation.
• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption.

Essential Qualifications

* Technical product mindset: You go beyond helping customers with the task at hand. You are able to intuitively identify product gaps based on customer feedback, and are able to articulate those to product and engineering teams.

• Fast-paced environment: You move fast and are able to match our pace without getting lost when responding with urgency (both externally to customers and internally to stakeholders).
• Exceptional organizational skills: You are hyper-responsive, organized, and thorough. You instinctively document decisions and processes to avoid repeat problems.
• Customer-facing experience: You have worked directly with customers; ideally within customer success, support engineering, product operations, consulting, or adjacent roles.
• Resourceful and self-motivated: You are resourceful, self-motivating, self-disciplined, receptive to feedback, and don’t wait to be told what to do. You put in the hours.
• Deep customer empathy: You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value.
• Leadership skills: You know what it takes to hire and develop the best. You know that the strongest leaders are also high-performing individual contributors.

Preferred Qualifications

* Experience in a similar role or in a related field, such as customer success, support engineering, or product operations.

• Strong technical skills, including experience with APIs, EDI, and healthcare technology.
• Experience working in a fast-paced, dynamic environment.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

What you'll get

* Competitive salary and benefits package.

• Opportunity to work with a cutting-edge technology and a team of passionate and talented individuals.
• Professional development and growth opportunities.
• Flexible work arrangements, including remote work options.
• Access to the latest technology and tools.
• Collaborative and dynamic work environment.

How to apply

If you're a motivated and results-driven individual who is passionate about customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience and qualifications for the role. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates of all backgrounds. Apply for this job