Manager, Client Outcomes

The Manager, Client Outcomes leads a team responsible for driving client adoption, platform performance, and operational value across assigned accounts. This role involves people leadership, strategic planning, and cross-functional collaboration to ensure client success and platform stability.

Location: India

Responsibilities

• Lead, coach, and develop Client Outcomes team members to support strong performance and consistent delivery.
• Oversee execution of client outcomes strategies across assigned accounts, including adoption, workflow performance, platform stability, and risk mitigation.
• Monitor client health, adoption trends, workflow performance, system reliability, and other key portfolio indicators.
• Support implementation and upgrade governance to help ensure readiness, compliance with standards, and post-deployment stabilization.
• Review incidents, identify root causes, and drive corrective and preventive actions to improve long-term platform stability.
• Identify workflow, technical, and operational risks and coordinate mitigation plans.
• Manage escalations related to adoption challenges, system performance, and platform instability while maintaining stakeholder trust.
• Coach team members on client communication, executive engagement, and cross-functional alignment.
• Serve as a senior client partner for assigned accounts and support executive-level client discussions, strategic alignment, and escalation management.
• Partner with Product, Engineering, Cloud/Infrastructure, Support, Services, and Sales to deliver coordinated client outcomes.
• Translate client needs and operational findings into actionable plans with technical and business stakeholders.
• Report on portfolio performance, including adoption trends, system health, and risk patterns.
• Support resource planning and team execution against organizational goals.
• Promote responsible use of AI tools to improve reporting, analytics, and operational efficiency in line with governance, compliance, and security standards.
• Foster a culture of accountability, continuous improvement, and customer focus.
• Perform other duties that support the overall objective of the position.

Requirements

• 6–8 years of experience in healthcare SaaS, enterprise technology, advisory, implementation, or related environments.
• 2+ years of people leadership experience in a team leadership or supervisory role.
• Experience driving client adoption, workflow improvement, operational performance, or system reliability initiatives.
• Experience managing client relationships and handling escalations.
• Experience working with cloud-hosted platforms, technical operations, or application support preferred.