Manager, Client Engagement

About Us

Laudio empowers healthcare leaders to drive large-scale change through everyday human actions. Our platform streamlines workflows for frontline leaders, strengthens interpersonal connections, and aligns C-suite objectives with frontline efforts, enhancing leader efficiency, employee engagement, and patient experience. Laudio makes it possible for patients, frontline workers, and health system leaders to thrive together. Discover how at www.laudio.com. 

Laudio is a fast-paced, high-growth digital health SaaS company looking for a dynamic team member in Client Engagement to empower Laudio users in finding opportunities for meaningful connections to their team members that offer clear paths to achieving positive patient outcomes.

Reporting directly to the VP of Client Delivery and Operations and working closely with Client Engagement Directors, Laudio’s Manager, Client Engagement (CEM) will develop a comprehensive knowledge of the Laudio platform and is a key expert in how the platform should be used (and is used) by client users. The Manager is a hands-on trainer and coach of Laudio users, working across Laudio’s client base to become a trusted advisor to support successful implementations, ensure user adoption, maintain robust usage of the Laudio platform, create impact that helps our end users succeed, and ensure high user satisfaction via NPS metrics. Laudio’s CE Manager also understands how to scale knowledge transfer, relying on a variety of ways, both virtual and personal, to build user knowledge and advocacy. The CE Manager also quickly identifies and overcomes any roadblocks hindering these goals.

These core job functions will be executed with a forward-thinking mindset of how to build, refine and improve the customer journey. The Laudio CE Manager is generative, process-oriented, solutions-focused, and is driven by achieving client goals and organizational metrics, while delighting our users and contributing to the development of a robust, customer-focused process at scale.

Responsibilities include:

1. Ensure user delight when engaging with the Laudio platform
1. Works closely with CE Directors to develop and implement user outreach strategies for each client using insights from Mixpanel, Adoption Ladder usage analysis, Hubspot and the Laudio Leadership Lab. This includes developing and deploying intervention techniques that build proof of Laudio’s value, advance users to higher adoption levels, and overcome any roadblocks hindering client goals
2. Identifies super users and builds relationships with them to drive advocacy around Laudio
3. Works jointly with Delivery team members to build better processes and operations to improve the experience for all users over time, and that scale effectively to meet user growth
4. Supports the Delivery process by co-leading strategy sessions with client operational leadership to drive successful Laudio use strategies
5. Analyzes key performance metrics to drive best practices for user outreach
6. Support content creation and design for Executive Partnership Review decks (including building visuals) in partnership with Client Engagement Directors
2. Lead new user onboarding 
1. Throughout the client’s first year of Laudio use, ensures all users are engaged, on-boarded, trained, nurtured, and informed
2. Leads Champion and Full User training sessions and imparts deep functional understanding of key Laudio features with these users
3. Monitors new user utilization and identifies course corrections as needed during early learning sessions
3. Platform Mastery
1. Develops deep knowledge of Laudio’s platform, including new features and functionality prior to their release. Becomes an expert in the Laudio platform, and a partner to the Product Management team in providing insight into unique client use cases.
4. User value communication and ongoing engagement
1. With Marketing, Sales, and Delivery, communicates key elements of Laudio’s value to users and ensures consistency of user-directed messaging across all functions
2. Establishes user-level communication plan for each client in partnership with the Client Engagement Directors. Builds and enhances content for automated user outreach
3. Owns adoption ladders (a tool to measure depth of user engagement over time) for a subset of Laudio clients, ensuring clients are deepening their use of the Laudio platform over time
4. Educates and trains new and existing users on new platform functionality, and initiative-specific workflows and Laudio use strategies
5. User training materials
1. Owns and manages all user training