Senior Solutions Management Specialist

About Accolade

Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role Overview

The Senior Solutions Management Specialist, reporting to the VP, Solutions Management, will help deliver Accolade offerings in the market and develop key deliverables for the entirety of the Accolade portfolio. A Solution Manager is responsible for the overall success of a solution, or offering, from the build-stage to the sales enablement and delivery stage.  This role lives within Accolade’s Solutions Management team. The charter of the Solutions Management team is to build and support solution offerings to drive optimal performance which spans product, service delivery, pricing, packaging and go to market activities.

The ideal candidate must be comfortable working in a fast-paced environment. They are proactive, flexible and resourceful and have no problem rolling up their sleeves to deliver what’s needed. We’re looking for someone who can help manage existing offerings, define new offerings, listen to feedback from internal stakeholders to better shape our offerings and support optimal execution. This person needs to have the ability to accomplish this with both direct hands-on ownership as well as an ability to influence cross-functionally and be collaborative with our many cross-functional stakeholders across the company. A relentless commitment to our customers and excitement to take on new challenges is a must. 

A Day in the life…

• Demonstrate strong sense of accountability for solution success even where ownership resides with the respective functional areas

• Be a solution representative. Develop subject matter expertise around Solutions offerings, including product features, value drivers, and delivery models to support questions and articulate value proposition to internal stakeholders

• Understand customer performance across different customer success KPIs for the overall solution

• Build and monitor success metrics for new and existing solutions

  • Work with analytics team and solutions management leadership to drive clinical metrics development and deployment in value story

  • Review and refreshing quarterly key utilization and experience metrics for Accolade Care and other future new solutions (as needed)

• Participate in cross functional alignment (with product managers, designers, marketing teams, sales, services, legal, finance, and others) to provide the guidance and direction for achieving our vision and support optimal solution execution

• Support delivery against the overall solution goals; prioritizing long-term and short-term initiatives that are aimed at driving Accolade ahead in alignment with strategic objectives

• Proactively identify and seek support to resolve dependencies that may impair your teams ability to meet its strategic, financial and technical goals

• Work with sales teams to maintain and track pipeline detail that impacts revenue/forecasting, implementation and capacity planning

• Provide strong problem-solving skills and work across functional areas to drive the product execution, leading to greater outcomes

• Build trusted relationships within your team and others that have no direct reporting line

• Collaborate cross-functionally to create effective relationships, listen, communicate, influence, and collaborate cross-team

• Communicate effectively with all audiences in a structured manner

• Proactively seek ways to support team leaders to achieve team objectives

• Continuously manage expectations with all relevant stakeholders

• Work with other teams to perform deep data driven analysis, to surface actionable insights and drive the implementation of recommendations derived from this analysis

• Perform market research to inform our competitive positioning and product strategy

• Work with Solutions Marketing partners to support development of updated messaging, narrative, sales collateral, case studies, etc. Help prepare sal