Specialist Network Lead

Cleo is bringing technology to market that supports considering, expecting and existing parents at scale! Our mission is to be the trusted partner as employees navigate critical health and wellbeing moments throughout their lives, making it possible for them to succeed at home and at work.

We are looking for an energetic Specialist Network Lead to help support, manage and retain our Specialist partners. In this role you will simultaneously be a) the face of Cleo to our Specialist Network, representing the voice and mission of the company and nurturing long-lasting relationships within the Cleo Specialist community in creative and fun ways and b) a key advocate for the Specialist network within Cleo, across teams including product, operations, legal and sales.

This role sits on Cleo’s Care Operations team and is a great fit for someone with prior experience as an account or community manager. Experience as a care professional (anything from lactation consulting and doula support to sleep training and family therapy) is a bonus.

What you’ll do day to day:

• • Manage specialist relationships, interpret their performance metrics, and come up with creative solutions to address their concerns.
  • Ensure specialists credentials and contracts are up to date within Cleo’s systems.
  • As the Specialist Network Lead, you help Cleo’s Specialists succeed.
  • You will work directly with small business owners and independent contractors in our network to make sure they see incredible value in their partnership with us.
  • You confidently communicate the Cleo value proposition, explain the usefulness of our tools and effectively troubleshoot Specialist issues.
  • You will work with the VP of Operations and other team leads to drive the overall strategy for the Specialist Network.
  • You also advocate for our Specialists internally, escalate bugs and communicate pain points and feature requests through the appropriate channels.
  • Deliver outstanding service to our Specialist partners.
  • Assist with resolving transactional issues and complete ad-hoc projects.
  • Build strong, long-term relationships with Specialist partners by helping them grow their business with data and insights
  • Engage with Specialist partners during a monthly check-in via phone or in-person meetings (some you’ll interact with everyday!).
  • Work cross functionally with internal teams to help sales pitches, customer workshops, Cleo Live, product developments, guide operations.
  • Drive adoption of new, relevant Cleo products among your Specialist partners (Cleo Scheduling, Cleo Live, etc).
  • Retain our Specialist partners by providing best-in-class support & relationship management.
  • Develop in-depth performance reports to share with Specialist partners and internal stakeholders in order to manage quality.

What we are looking for:

• • You are a strong relationship builder and energized by growth
  • You are comfortable with numbers, and are excited to use data, market trend analysis, and your knowledge of the care specialist space to make actionable recommendations to our partners
  • Experience in account or community management, business development, or similar role.
  • A detail-oriented approach to executing tasks and an ability to manage multiple projects at once.
  • A team player and comfortable with an ever-changing startup environment.
  • Mastery in negotiation conversations.
  • Able to craft compelling, relevant, and objective-oriented storylines in talking points and presentations.
  • Knowledgeable in small business operations and financial opportunities with a willingness to learn.
  • You have experience managing at least 1 person or interest in doing so.
  • A willingness and ability to travel and work in-market.
  • Able to create, read and interpret data graphs.
  • Fluent in Excel, Word, Powerpoint, Keynote, etc.