Director, Client Implementations & Success

About Us:
The United States has the poorest maternal and birth outcomes of all developed countries with underserved, Black, Brown, Indigenous communities disproportionately affected. Cayaba Care is working to drastically improve the experience of affected communities by reimagining how we deliver meaningful and compassionate care to expectant moms.

Cayaba Care's mission is to improve pregnancy, birth and the postpartum journey for women and their families by reimagining how maternity care is delivered. Our team is focused on building trust-based engagement and wrap-around support for expectant moms at home, in person and virtually, to ensure they have all the social support they need for a successful and joyful pregnancy journey. We leverage technology to support our virtual engagement that allows us to meet all our moms where they are.

We ensure that our members do not feel alone during their pregnancy journey, and that they have a trusted resource for support, resources, and information throughout their pregnancy, delivery and well into postpartum. Cayaba Care does not replace the primary obstetrician or doctor’s relationships. Instead, we support expectant mothers with all other support services that are traditionally not available through their doctors’ offices.

Our Values:

• Empathy is at the heart of everything we do. We must always center the experiences of the mothers and families we serve, as well as support and uplift one another.
• Collaboration is what makes us stronger. We achieve the greatest impact when we work together, share knowledge, and elevate each other’s strengths.
• Resilience reflects our ability to push through challenges, adapt in a fast-changing environment, and remain committed to our mission no matter the obstacles.

The Role:

The Director, Client Implementations & Success role is a highly collaborative role across Cayaba’s ELT and SLT teams. In this role you will support our existing client engagement projects by ensuring successful launch and implementation of each contract, ensure smooth work streams to support launch and health plan engagement and support the Chief Operating Officer in monitoring performance (KPIs, outcomes, etc) on service and engagement of members. In this role you are very customer oriented, ensuring that health plans’ goals are being met, and that we are supporting their members with high value support throughout the pregnancy and postpartum journey. 

This role will report to the Chief Operating Officer.

Responsibilities:

Health Plan/Client Success Operations

• Post signed SOW, drive execution across workstreams, stakeholders, ensuring operational alignment and rollout
• Play the lead role on implementation for our largest and most complex contracts
• Be the voice for our clients internally and develop an in-depth understanding on their needs that Cayaba can grow into serving
• Support Cayaba’s client relationship management strategy and how this function will scale with a growing number of contracts 
• Anticipate clients’ and members’ needs or operational challenges in market, and ensure mitigation or contingency strategies are in place 
• Prepare and deliver Monthly and Quarterly (MBR & QBR) business reviews to clients, investors, and internal stakeholders demonstrating progress towards shared success measures including member engagement, utilization, clinical impact, and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals
• Mitigate churn risk and proactively engage cross-functional Cayaba Care  business partners to advance client strategy while serving as the client’s advocate within Cayaba Care

Strategic Planning and Execution

• Continually assess Cayaba’s value proposition from a members and client perspective
• Build and maintain strong relationships with client leadership teams to enable more efficient implementation timelines 
• Participate in special projects to improve effectiveness of partnerships; client and member experience as needed

Care Model Unit Economics

• Assess and maintain optimal capacity planning for service providers, demand, and gross margin models
• Partner with Care Delivery on Standard Operating Procedures changes affecting economics or staffing

Qualifications and Skills

• Exceptional written and verbal communication skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations
• Exceptional presentation skills and strong PowerPoint skills
• Project Ma