Why This Role Matters
Our clients are some of the largest health systems and payers in the country, and this role is the through line for the entire client relationship. You're present from the moment a client goes live, active through implementation, and the primary owner of the relationship from there through renewal and expansion.
That means you're the person clients trust most. You know their priorities, their stakeholders, and what success looks like for their organization. You surface what's working and what isn't before it becomes a problem. And internally, you're the loudest advocate for what clients actually need.
As Koda scales into more complex enterprise deployments, the ability to hold deep, durable client relationships while also driving strong performance and renewal outcomes is one of the most important functions in the company.
What You’ll Own
Client Relationships
- Serve as the primary point of contact for an assigned portfolio of enterprise health system and payer clients, from onboarding through renewal and expansion
- Build trusted relationships across clinical, operational, and administrative stakeholders at each account
- Maintain a deep understanding of each client's strategic priorities, internal stakeholders, and how success is defined for their organization
- Serve as the internal advocate for your clients, surfacing feedback that improves how Koda delivers
Implementation & Launch
- Manage day-to-day implementation coordination from contract signature through go-live, including scheduling, stakeholder alignment, and tracking progress against milestones
- Lead training and onboarding for clinical and administrative stakeholders at client sites
- Continuously identify and test new ways to drive member engagement and program success across the client portfolio, sharing what works across accounts
Engagement & Performance
- Monitor engagement metrics across your accounts and develop action plans when clients fall behind target
- Partner with clients to identify creative ways to deepen provider and staff engagement: workflow adjustments, champion building, training refreshes, and anything else that moves the needle
- Prepare for executive-led QBRs by pulling together performance data, client insights, and clinical impact narratives
Retention & Growth
- Own renewal readiness for your accounts: track health scores, get ahead of risk signals like low adoption, staff turnover, or disengagement, and come into renewal conversations already prepared
- Identify expansion signals (new sites, service lines, population segments) and surface them internally
- Help build and refine the playbooks and processes that will scale the partner experience function as we grow
How You’ll Work
You'll operate with high ownership across a portfolio of accounts in a fast-scaling environment. You're comfortable with ambiguity, bring ideas to the table without being asked, and build partnerships that expand over time. You'll report to the Director of Partner Experience.
Growth & Trajectory
A PEM who delivers consistently takes on larger, more complex accounts over time. There's also a clear lateral path internally into client operations strategy or project management for those who want to grow in that direction.