Head of Client Engagement Delivery

Quil, a digital health company, delivers actionable and personalized health itineraries for patients and caregivers, answering the question “What Happens Next?” in their healthcare journeys. They combine the powers of precision data, state-of-the-art technology, and security with unparalleled consumer reach to help individuals navigate today’s chaotic healthcare landscape.

Quil serves individuals, healthcare providers, and payors nationally. Quil is a joint venture of Independence Health Group (Independence) and Comcast. Quil is a high energy start up that fosters an innovative culture with a focus on individual growth and team collaboration. Their vision is to build the solution that helps patients and their caregivers make timely and more informed decisions, guiding them to the healthiest version of themselves.   

Position Summary

Quil is searching for a passionate and self-driven self-starter to lead the expansion of Quils’ engagement platform within its strategic accounts. As the Head of Client Engagement Delivery, this individual will work directly with select strategic customers managing the customer relationship at all levels while driving both strategy and business outcomes. This role requires a deep understanding of large health systems and the stakeholders who play a key role in adopting and implementing new technology. A strong candidate will have demonstrated the ability to embed themselves within customer teams and establish trust and deep relationships with customers in previous roles. There is also the expectation that this role will play a key part in informing Quil leadership and product teams on observed trends and opportunities to help fuel the growth of Quil.

Job Responsibilities:

Act as a dedicated customer champion focused on driving strategy and business value
Develop a deep understanding of specific customer needs, pain points, stakeholders, workflow, organizational structure, etc.
Guide the customer through new journey discovery workshops

Build rapport and influence customers to expand their use of Quil solutions
Provide bespoke support to the customer as required
Identify and analyze opportunities for strategic growth and present opportunities to Quil leadership
Keep constant tabs on developments in industry trends and support the customer with category insight
Establish and maintain relationships with key project stakeholders

Maintain documentation on customer status and adoption
Keep internal leadership up-to-date on customer risks and prescribe required action from the organization
Provide insight and informed opinions on product direction and needs
Develop and document repeatable client delivery processes
Manage client and internal stakeholder expectations

Mentor junior and less experienced team members on healthcare best practices and knowledge deficiencies

Job Requirements:

Generally requires 8 to 15 years’ experience in customer success, clinical administration or a similar field
Previous healthcare experience required; experience working within large health systems very strongly preferred
An understanding of how to successfully navigate multiple stakeholders and departments within a large health system

Strong customer strategy & management experience to support long-term customer planning
Demonstrate courage of conviction and out of the box creative problem solving
Excellent leadership, communication, and presentation skills
Must be a forward thinking self-starter
Must effectively use customer insight and data to drive strategy