Manager, Engagement Management

About Medallion

Medallion is dedicated to empowering healthcare teams to concentrate on delivering outstanding patient care by removing administrative bottlenecks. Our operations platform automates crucial functions such as licensing, credentialing, payer enrollment, and compliance to streamline workflows, enhance provider satisfaction, and boost revenue, all while maintaining excellent patient outcomes.

Ranked among the fastest-growing healthcare tech firms and recognized by prestigious accolades including Inc. Magazine and LinkedIn, Medallion is revolutionizing provider network management. With strong leadership and backing from top investors, we aim to transform healthcare on a large scale.

Role Overview

The Manager of Engagement Management will lead and cultivate a high-performing team dedicated to delivering outstanding experiences to our enterprise clientele. This position focuses on building trustful client relationships, managing complex engagements, and integrating expertise and operational rigor to ensure customer success.

Key responsibilities include evolving our client engagement approach through data-driven milestones and structured account management to consistently assess effectiveness, value, and long-term satisfaction.

The Engagement Management team serves as the primary interface with enterprise customers, working in partnership with Operations, Implementation, Product, and Account Management to ensure alignment and robust outcomes throughout the customer journey.

Primary Responsibilities

• Lead and mentor Engagement Managers responsible for managing strategic customer partnerships post-sale.
• Provide strategic direction on engagement tactics, project execution, and technical solutions.
• Establish clear objectives and accountability standards to promote ongoing professional growth.
• Effectively allocate team resources across a dynamic and expanding client portfolio.
• Standardize project coordination, resource scheduling, and milestone tracking within the team.
• Maintain consistent, high-quality customer relationship management to nurture trust and satisfaction.
• Serve as the escalation contact for complex client needs, collaborating cross-functionally for resolution.
• Assist the team in delivering strategic insights aligned with customer business objectives.
• Monitor and report key metrics including customer satisfaction, retention, and team performance.
• Drive initiatives that increase delivered value and deepen long-term customer partnerships.
• Analyze and improve workflows to boost operational efficiency.
• Adopt and implement best practices enhancing outcomes for clients and internal teams.
• Continuously pursue opportunities to optimize operations and maximize customer success.

Qualifications

• Minimum eight years’ experience in customer success, engagement management, or consulting, preferably with complex healthcare clients.
• At least three years in a leadership position managing customer-facing teams.
• Proven track record managing healthcare customer relationships within a SaaS startup context.
• Demonstrated ability to spearhead customer engagement strategies leveraging data, product knowledge, and domain expertise.
• Successful history of delivering solutions, refining client strategies, and driving transformation in fast-paced, complex environments.
• Strong project management capabilities with the skill to juggle multiple priorities and engage executive stakeholders.
• Excellent influence skills to build credibility and trust internally and with clients.

Additional Information

This role reports directly to the VP of Customer Experience. Compensation is competitive and varies by expertise, experience, market, and geography. Total compensation packages include base salary, equity, and benefits.

For security, Medallion conducts all official communications exclusively from @medallion.co email addresses.