Clinical Success Manager, SLP

About Presence

Presence is a leading provider of teletherapy solutions for children with diverse needs. Through our award-winning technology, Presence connects speech-language pathologists, occupational therapists, and behavior and mental health specialists to schools, districts, and organizations nationwide. Our growing network of 2,000+ clinicians has delivered more than 6 million teletherapy sessions to students across 47 states. Presence is backed by Spectrum Equity, TPG’s Rise Fund and Bain Capital Double Impact.

We are a majority-female company led by Kate Eberle Walker, an education industry leader, working mom, and author of The Good Boss: 9 Ways Every Manager Can Support Women at Work. We are a remote-first workforce. We place a high value on schedule coordination to stay connected with each other when working in different places, and to create opportunities to engage with each other in person as well.

Why is this role important?

At Presence, everything we do is in service of ensuring students receive the therapy and evaluation services they need. Thus, the mission of the Clinical Success Manager (CLSM) is to create sustainable relationships between providers and accounts in order to best serve children with diverse needs. 

Clinical Success Managers are responsible for building and maintaining mutually beneficial relationships between school district accounts and providers by ensuring Presence clinical best practices and through alignment with organizational strategic goals. They inform account success through clinical validation and partnership to meet district needs, while ensuring providers are equipped and supported to meet district-specific and Presence expectations. 

Through the principal lens of their clinical expertise, the CLSM is responsible for informing the school district/provider relationship at Presence to instill clinically validated practices throughout the duration of the service lifecycle, from the point of pre-sale contract negotiation, all the way through the account renewal stages. They take district needs, validate them clinically with Presence best practices, and then support provider execution to best meet those needs, ultimately strengthening the care provided to every child served at Presence.

What will you do at Presence?

You will provide clinical consultations throughout the service lifecycle to both school district partners and providers by embedding sound clinical practices that strengthen and sustain a mutually beneficial relationship, through upholding responsibilities including but not limited to:

Clinical Validation & Consultation

• Serve as a clinical consultant and strategic partner for Presence Sales, Customer Success teams,  and school district accounts to determine district specific service needs & caseload requirements
• Inform clinically sound implementation of practices by using a clinical framework to set, communicate, and support expectations, monitoring and supporting adjustments to the services as needed. 
• Establish successful working relationships for clinical involvement by providing ongoing clinical consultation and supports related to service offerings and changes, during Sales pre-contract stages, welcome calls, upsells, cross-sells, maintenance stages of accounts, and renewals by ensuring transparent and rigorous informational exchanges relevant to clinical needs and expectations 
• Advise Sales and Customer Success teams on contractual agreements to match clinical needs with district requirements, considering the specific components that are needed in order to give accurate quotes, such as committed caseload needs, practice complexity, allocated caseload hours, referral timeline needs, and consideration of low incidence populations
• Inform decisions on account level expectations that shape parameters for successful clinical services and ensure the expectations are delineated and delivered downstream in the account relationship, re-engaging when service level needs change. 
• Support strategic clinical account reviews on an ongoing basis based on account needs, and complete end-of-year closeouts with school districts and partnership development teams, translating important clinical information to inform clinical account health maintenance
• Partner with Sales and Customer Success teams at conferences and meetings to support and serve as a clinical expert with current and potential clients

Execution & Oversight of Service Success

• Assess and audit provider readiness as specific to account needs, monitoring the performance of the provider from the point of clearance/handoff from a Clinical Empowerment Manager during active assignment through ongoing service delivery
• Review clinical preparations for the start of services and support related teams t