Value Delivery operations Specialist

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow’s healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.  

Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community. 

For over 10 years, we’ve built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.  

One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women’s initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares. 

We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women’s empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series. 

We’re also a great place to work. For five years in a row, we’ve been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility! 

Think you’d be a good addition to our team? Explore our available positions here. We’d love the chance to get to know you.  

Your challenge: 

As part of the Revenue Operations team, you will be a crucial part of revising our operational and administrative groundwork to ensure our clients have the best experience possible by improving our internal team’s efficiency. 

 

Here are some things you will tackle: 

Administrative: 

• Hands on support to sales and value delivery teams to provision client accounts, services and offboarding of clients within agreed upon SLAs 

• Welcomes new clients to our platforms and services 

• Assists in the transition of accounts to post-sale resources and facilitates the handover of crucial datapoints and information from sales to post-sale resources 

• Provides operational renewal support to ensure renewal data is flowing through CRM (SFDC) and Value Delivery Platforms (ChurnZero) 

• Track and coordinate renewal activities and coordination between the Account Executive and Customer Success teams 

• Manage all client off-boarding activities including contracts, client surveys, data issues, updating access management and managing client CRM records 

• Highlights potential areas of improvements within access provisioning, client onboarding, client retention/relationship management, renewals and offboarding of clients 

 

Strategic: 

• Coordinate cross-functional processes (with Product, Engineering, Support, Services, and Sales) to foster strong cross-departmental relationships 

• Provide regular updates to management on progress of projects and initiatives, escalate to management when necessary 

• Support functional leaders in the configuration and administration of Customer Success software (ZenDesk, Intranet, etc.) 

• Provides visibility into customer usage stats and trends 

• Assisting customer success in dealing with customer service issues and requests mainly relate