Client Services Manager

About Univfy:

Univfy is dedicated to helping individuals and couples realize their dream of becoming parents. We are fertility and AI experts passionate about providing patients with the tools to choose the most effective fertility treatment with greater confidence, success and cost-success transparency.

More than 7 million women and couples are impacted by infertility in just the US. IVF is the most effective treatment for most patients, but the cost and the uncertainty of the outcome keep many from trying and reaching their goals. The Univfy platform combines AI, machine learning and fintech to help fertility centers (our clients) integrate personalized medical and financial counseling to benefit their patients. We deliver scientifically validated, personalized prognostics to help patients understand their accurate chances of success with IVF, reduce the financial risk of paying for multiple treatments and to make their journey easier along the way.

Univfy is based in Los Altos, California and currently serves IVF centers across 15 states in the U.S. and Canada. We offer competitive compensation and a complete benefits package including medical, dental, vision and a 401k.

About the Role:

The Client Services Manager will report to both the VP of Sales and the Director of Program Management and Implementation. Having a critical cross-functional role, you will serve as an administrative and project manager specifically for the sales-to-post-onboarding activities at a per-client level, by aligning and supporting communications across multiple stakeholders: client, Univfy VP of Sales, Director of Program Management and Implementation, Director of Communications, and CEO.

As Client Services Manager, you will be responsible for providing superb technical, communications and organizational support to customers (clinical and business teams at fertility centers) and ensuring an excellent, seamless experience from sales meetings to requirements validation, implementation, quality assurance, onboarding and post-onboarding utilization of platform services. You will work as part of a cross-functional team comprising Sales, Program Managers, Communications, Clinical Solutions Specialists, Engineers, Data Scientists, Business Strategists, and CEO, to support the delivery and usage of platform services to help clients and Univfy achieve business metrics.

You will work in partnership with fertility centers to optimize their usage of Univfy reports as part of a patient’s medical and financial counseling. You will have the opportunity to contribute to the improvement of our platform, processes, internal team, clients and most important of all, you will positively impact the lives of men and women seeking treatment to build their families.

You have strong knowledge and work experience in the metric-driven, pre-sales, implementation and customer success activities for B2B software or platform services and enjoy helping non-technical clients adopt technology. You are willing to travel up to 50% of the work week, as needed, including day trips by car or train, or being away for 1-3 nights by plane. You are motivated, adaptable, diligent, creative and can work well with a cross-functional team or independently.

You are:

• An entrepreneurial and adaptable individual who thrives in a fast-paced, dynamic environment

• A team player who puts the success of the team first and can adapt to the evolving needs of a fast-growing company

• A fast learner that leverages core talents and skills in new and complex environments

• A resourceful and empathetic problem-solver who seeks out effective and efficient solutions addressing needs of multiple stakeholders

• Willing and able to travel domestically and internationally, as needed

We Are:

• A stellar and collaborative team of people using our expertise from business, healthcare and computer science to create and deliver innovative solutions to help fertility patients and their healthcare provider teams

• A rapidly-growing technology company, that is looking to hire a motivated individual to join, contribute to and enhance the presence of our East Coast business

• Talented individuals who value professionalism but also like to have fun at work

• Determined to build a culture of highly productive and satisfied employees

Responsibilities: 

For your sales responsibilities, you will report to the VP of Sales to support sales efforts by providing administrative support in a wide range of client-related activities, including:

• Organizing, confirming and joining VP of Sales’ or Sales team’s in-person, zoom meetings, lunch/dinner meetings or follow up engagement with clients;

• Obtaining/translating needed information to Univfy’s internal standard format for data team’s usage;

• Writing reports and notes to internal cross team meetings that provide a reporting of client activities that support management team’s ability to plan, forecast, measure efficiency, and develop strategy;

• Ordering, preparing and distributing marketing and/or presentation materials needed;

• Co-ordinating the review and signing of client contracts and secure filing of them to Microsoft Sharepoint;

• Field-sales prospecting, inclusive of cold calling in a specified geographic area with the goal of providing a short/scripted Univfy intro, providing Sales/Marketing materials, and arranging future meeting(s) for Sales and/or VP of Sales to meet with business and clinical leaders. Prospecting geography and target list of clients may be located anywhere in the US or Canada. Tactical field-sales activity will be pre-determined by Executive team prior to travel and there will be ongoing re-evaluation of target list. Your role in prospecting is one of introductory facilitation only. You are not expected to sell or close targets. 

For your Program Management responsibilities, you will report to the Director of Program Management and Implementation. You will learn quickly to attain a critical role in owning the work required for successful and accurate implementation and onboarding of clients using strategies that adhere to organizational objectives. You will:

• Ensure client satisfaction and accuracy of product specifications throughout the product life cycle – including customized implementation, go live, and utilization phases

• Travel to client sites to conduct/lead onboarding and user training with doctors, nurses, practice managers, and financial counselors

• Be responsive to clients’ needs and feedback, anticipate issues, and develop an effective plan of actions

• Lead the internal team review of the draft specifications, and act as the main point of contact for all product implementation related questions for specific clients

• Provide ongoing support (e.g., customer inquiries, product training, customer success meetings etc.) to IVF clinics via phone, email, and onsite visits as needed

• Produce accurate and timely reporting of program status throughout its life cycle

• Identify and assist with the implementation of process improvements for the Client Services Team

• Assist the Product Team with the design and development of new features by providing feedback based on client requests and project experience

• From time to time, you will work for a few days at the Univfy HQ for training and team collaboration

Requirements:

• Bachelor’s degree

• 2-3 years of experience in services related to SaaS product delivery, product or project management, or experience in a clinical healthcare setting

• Excellent written and verbal communications skills

• Excellent interpersonal, time management and organization skills

• Strong analytical thinking and creative problem-solving skills

• Detail oriented with superb ability to translate requirements and discussion points into logic and action items

• Highly proficient in Microsoft applications including Word, Excel, Powerpoint and Outlook.

• Experience in project management such as working on a project management team and familiarity with Agile methodology are preferred

• Experience with Sharepoint, Confluence, Jira, or other project management software a plus.

• Healthcare experience, such as experience with EMR, billing software, CRM, telemedicine, is a plus.

Benefits:

• Medical coverage (including dental and vision) for employee + family

• Paid PTO + company holidays

• 401(k)